Senior platform Support Engineer
Saviynt INC · 🌍 Bengaluru, India
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About the role
Saviynt's AI-powered identity platform manages and governs human and non-human access to all of an organization's applications, data, and business processes. Customers trust Saviynt to safeguard their digital assets, drive operational efficiency, and reduce compliance costs. Built for the AI age, Saviynt is today helping organizations safely accelerate their deployment and usage of AI. Saviynt is recognized as the leader in identity security, with solutions that protect and empower the world’s leading brands, Fortune 500 companies and government institutions. For more information, please visit www.saviynt.com. As a Senior Platform Support Engineer in our Cloud Operations Center, you will be a key player in ensuring the 24x7x365 smooth operation of Saviynt’s Enterprise Identity Cloud. This role focuses on maintaining the stability, performance, and reliability of our platform with a strong emphasis on application layer support and operational ownership. You will be working closely with other operations team members, development, and engineering to resolve issues, implement improvements, and provide exceptional support. This is an opportunity for someone who enjoys operational challenges and problem-solving in a dynamic cloud environment and wants to see their work through to completion. WHAT YOU WILL BE DOING Strong pod-level troubleshooting skills in AKS/EKS (not just restarting pods). Analyze application and DB (RDS, MySQL) performance issues. Deeply investigate and analyze application performance issues (Java, Grails, Hibernate), identifying root causes and implementing solutions. Oversee the monitoring of our SaaS applications and underlying infrastructure (Kubernetes on AWS and Azure, VPN connections, customer applications, Elastic Search, MySQL) for alerts and performance issues. Strong understanding of basic computing concepts like DNS, IP addressing, Networking, and LDAP. Effectively participate and contribute to on-call escalations with a strong operational mindset and provide technical guidance during critical incidents. Proactively communicate with customers on technical issues when required. Ability to guide junior engineers when needed technically. Manage the full lifecycle of alerts, incidents, and service requests reported through FreshService, ensuring timely and accurate logging, prioritization, resolution, and escalation. Develop, implement, and maintain operational procedures, runbooks, and knowledge base articles to standardize incident resolution and service request fulfillment. Drive continuous improvement initiatives to optimize operational efficiency, reduce incident rates, and improve service request turnaround times. Collaborate with backend engineering and development teams to troubleshoot complex issues, identify root causes, and implement preventative measures. Ensure adherence to defined SLAs (Service Level Agreements) and KPIs (Key Performance Indicators) for operational performance. Maintain operational documentation, including system diagrams, contact lists, and escalation paths. Ensure compliance with relevant security and compliance policies. Plan and coordinate scheduled maintenance activities with minimal impact to service availability. WHAT YOU BRING Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field. Minimum of 6-8 years of experience in IT/Cloud operations and application support (specifically Java apps), with strong knowledge of cloud infrastructure (AWS and Azure). Strong experience with application support (Java, Grails, Hibernate) and performance analysis in a production environment, able to pinpoint performance degradation through detailed analysis. Strong understanding of cloud computing concepts, architectures, and services on both AWS and A