Platform Support Engineer

Platform Support Engineer

As a Cloud Operations 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.

· 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.

· 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.