Description
Platform Support Engineer
Team: Customer Support
Location: Remote UK
Commitment: Full-Time
Workplace Type: remote
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.
Due to the nature of the UK Government projects this role supports, this position is classified as a Reserved Post. In accordance with the Civil Service Nationality Rules, paragraph 1 of Schedule 23 and paragraph 5 of Schedule 22 of the Equality Act 2010, we can only accept applications from persons with UK residency (at least five years).
Successful candidates must undergo National Security Vetting (NSV). This role requires Security Check SC level clearance as a minimum. Any offer of employment is strictly conditional upon the candidate successfully obtaining and maintaining this clearance.
To meet the vetting criteria, you will be required to have been resident in the UK for a minimum of 5 years immediately prior to your application. Failure to obtain clearance or a lapse in residency history may result in the withdrawal of the employment offer, and you will not be entitled to any compensation from Saviynt as a result.
In line with the Immigration, Asylum and Nationality Act 2006, all shortlisted candidates will be required to provide original documentation verifying their Right to Work in the UK and their British Citizenship during the initial interview stage. We conduct thorough Baseline Personnel Security Standard (BPSS) checks as a precursor to all higher-level clearances.
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 in 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 3+ years of experience in IT/Cloud operations and application support (specifically Java apps), with 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 a performance degradation through analysis.
- Strong understanding of cloud computing concepts, architectures, and services on both AWS and Azure platforms.
- Working knowledge of containerization and orchestration technologies, specifically Kubernetes. End-to-end technical accountability and operational ownership. Willingness to work in a 24/7 operating model.
- Experience managing and troubleshooting network connectivity, including VPNs and connections to external networks.
- Familiarity with monitoring tools and practices, with experience in setting up and responding to alerts.
- Hands-on experience with log management and analysis tools, preferably Elastic Search.
- Working knowledge of database systems, preferably MySQL, including L2 troubleshooting and performance monitoring.
- Experience with ITSM (IT Service Management) systems, preferably FreshService, including incident, problem, and service request management processes.
- Excellent problem-solving, analytical, and troubleshooting skills with a data- driven approach. Experience with Grafana systems and dashboards is a plus.
- Strong communication (written and verbal), interpersonal, and presentation skills.
- Ability to work effectively under pressure and manage multiple priorities in a fast-paced environment.
- Experience in developing and documenting operational procedures and runbooks.
- Experience with automation tools and scripting languages (e.g., Python, Bash) is a plus.
- Experience working in a SaaS environment is highly desirable.
- Working knowledge of database systems, preferably MySQL, including L2 troubleshooting and performance monitoring.
- Experience with ITSM (IT Service Management) systems, preferably FreshService, including incident, problem, and service request management processes.
- Excellent problem-solving, analytical, and troubleshooting skills with a data- driven approach.Experience with Grafana systems and dashboards is a plus.
- Strong communication (written and verbal), interpersonal, and presentation skills.
- Ability to work effectively under pressure and manage multiple priorities in a fast-paced environment.
- Experience in developing and documenting operational procedures and runbooks.
- Experience with automation tools and scripting languages (e.g., Python, Bash) is a plus.
- Experience working in a SaaS environment is highly desirable.
If required for this role, you will:
- Complete security & privacy literacy and awareness training during onboarding and annually thereafter
- Review (initially and annually thereafter), understand, and adhere to Information Security/Privacy Policies and Procedures such as (but not limited to):
> Data Classification, Retention & Handling Policy
> Incident Response Policy/Procedures
> Business Continuity/Disaster Recovery Policy/Procedures
> Mobile Device Policy
> Account Management Policy
> Access Control Policy
> Personnel Security Policy
> Privacy Policy
Saviynt is an amazing place to work. We are a high-growth, Platform as a Service company focused on Identity Authority to power and protect the world at work. You will experience tremendous growth and learning opportunities through challenging yet rewarding work which directly impacts our customers, all within a welcoming and positive work environment. If you're resilient and enjoy working in a dynamic environment you belong with us!
Saviynt is an equal opportunity employer and we welcome everyone to our team. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.
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