Technical Lead (Support & Operations)

Job Summary

The Saviynt Platform Administration and Operations Consultant will provide ongoing administration, monitoring, configuration, and L3 operational support for the Saviynt Enterprise Identity Cloud platform. The role is responsible for platform stability, identity lifecycle operations, access governance, incident and problem management, service-level performance, audit readiness, and secure administrative access. The consultant will collaborate with IAM, application, infrastructure, security, compliance, HR, and vendor teams to maintain reliable and controlled Saviynt services.

Key Responsibilities

·       Administer, configure, monitor, and support the Saviynt EIC platform and associated identity governance services.

·       Perform daily platform health checks; monitor services, scheduled jobs, connectors, imports, reconciliations, workflows, tasks, queues, notifications, and provisioning activity.

·       Administer users, identities, accounts, applications, endpoints, entitlements, roles, access models, approval workflows, policies, rules, and administrative permissions.

·       Provide L3 support for complex incidents, service requests, provisioning failures, connector issues, workflow errors, data inconsistencies, certification problems, and platform defects.

·       Lead major-incident triage, business-impact assessment, technical coordination, recovery, stakeholder communication, and post-incident review.

·       Conduct root cause analysis for recurring issues and implement corrective and preventive actions, known-error records, monitoring improvements, or automation.

·       Log, prioritize, track, update, and resolve tickets within agreed SLAs and OLAs; escalate product defects to Saviynt and coordinate resolution through closure.

·       Support Joiner, Mover, Leaver, rehire, contractor, service-account, and digital-worker identity lifecycle processes, including exceptions and failed transactions.

·       Monitor authoritative-source feeds, identity correlation, duplicate identities, attribute quality, orphan accounts, dormant accounts, and lifecycle workflow exceptions; coordinate remediation with responsible teams.

·       Administer self-service access requests, entitlement catalogs, approval chains, delegation, notifications, birthright access, role assignments, and request-status issues.

·       Support access certification campaigns, including scope and reviewer maintenance, launch, reminders, escalations, troubleshooting, remediation tracking, and closure.

·       Maintain Segregation of Duties rules, conflict-detection logic, risk scores, mitigating controls, periodic analysis, and remediation records.

·       Manage Saviynt administrative access according to least-privilege principles and support periodic reviews of privileged platform users.

·       Support controlled configuration changes, CAB activities, release testing, deployment validation, patch assessments, feature enablement, and environment synchronization.

·       Maintain SOPs, runbooks, knowledge articles, configuration baselines, support matrices, operational checklists, and technical documentation.

·       Prepare daily, weekly, and monthly operational reporting covering service health, incidents, requests, SLA performance, job failures, lifecycle exceptions, certifications, SoD conflicts, risks, and improvement actions.

·       Participate in monthly service reviews and provide clear status, trends, root causes, risks, dependencies, and corrective-action progress.

·       Identify opportunities to automate recurring support tasks, reduce ticket volumes, improve monitoring, strengthen data quality, and improve mean time to resolve.

Skill Requirements

·       Hands-on experience administering and supporting Saviynt EIC or Saviynt Security Manager in a production enterprise environment.

·       Strong understanding of identity governance, identity lifecycle management, provisioning and deprovisioning, reconciliation, access requests, workflows, certifications, roles, and Segregation of Duties.

·       Experience troubleshooting Saviynt jobs, connectors, tasks, workflows, imports, provisioning transactions, analytics, notifications, and data-quality issues.

·       Working knowledge of Active Directory, Microsoft Entra ID, LDAP, databases, REST/SOAP APIs, SCIM, JSON, XML, SQL, OAuth, and secure service-account practices.

·       Experience with Saviynt analytics, actionable reports, email templates, user update rules, technical rules, workflows, and campaign administration.

·       Strong knowledge of ITIL-aligned incident, request, problem, change, release, major-incident, and knowledge-management processes.

·       Experience using ServiceNow or an equivalent ITSM platform and working within SLA- and OLA-driven managed services.

·       Ability to perform structured troubleshooting, log analysis, root cause analysis, impact assessment, and preventive-action planning.

Understanding of least privilege, privileged administrative access, audit evidence, risk controls, and compliance requirements.

Other Requirements

Experience and Qualifications

·       Bachelor’s degree in Computer Science, Information Technology, Engineering, Cybersecurity, or a related discipline.

·       Typically 4–8 years of IAM/IGA experience, including at least 2–3 years of hands-on Saviynt platform administration or production support experience.

·       Demonstrated experience supporting business-critical IAM services in an onshore/offshore or managed-services operating model.

·       Experience handling L2/L3 escalations, major incidents, vendor cases, service reviews, audit requests, and operational reporting.

·       Strong analytical, problem-solving, documentation, stakeholder-management, and written and verbal English communication skills.

·       Ability to work independently, manage multiple priorities, and participate in shift, on-call, or planned out-of-hours activities when required.

Preferred Skills and Certifications

·       Saviynt IGA certification or relevant Saviynt administration and operations training.

·       ITIL Foundation or higher certification.

·       Experience in regulated enterprise environments and with SOX, SOC, ISO 27001, PCI DSS, or similar audit and compliance requirements.

·       Knowledge of PowerShell, Python, Groovy, Java, or other scripting and automation technologies.

·       Experience with cloud platforms, PAM, SSO, SIEM, monitoring tools, CI/CD practices, or adjacent IAM technologies.

·       Exposure to platform upgrades, patch validation, performance tuning, disaster-recovery testing, or business-continuity activities.

Key Deliverables and Success Measures

·       Stable and available Saviynt services supported through effective monitoring, health checks, and timely remediation.

·       Incidents, requests, problems, and changes resolved within agreed SLA and OLA targets, with accurate ticket updates and stakeholder communication.

·       Reduced recurring incidents through completed root cause analysis and corrective and preventive actions.

·       Timely execution and remediation of JML, provisioning, reconciliation, access request, certification, and SoD operations.

·       Accurate identity, account, entitlement, ownership, governance, and risk data in the Saviynt platform.

·       Complete and audit-ready operational evidence, privileged-access reviews, service reports, SOPs, runbooks, and knowledge articles.

·       Successful monthly service reviews with transparent trends, risks, dependencies, and improvement actions.

·       Measurable improvement in platform reliability, ticket reduction, automation, data quality, and mean time to resolve.