• Bachelor’s/equivalent in Engineering
• Excellent communication skills, customer handling skills, including issue tracking, triaging, and crisis management
• Experience in a customer-facing role within a SaaS organization
• Strong knowledge of cloud architecture as well as on-premise IT landscape
• Extensive experience in consulting and implementation of IT systems, cloud service and/or identity management
• Knowledge of security and compliance requirements
• Strong knowledge of ITIL processes, SLAs
• Ability to understand and explain technical issues with business perspective
• Experience in Process Improvement, Decision Making, Managing Processes, Planning, Analyzing Information, Developing Standards, Service Excellence

Desirable

• The Cloud Services Operations Leader will manage the entire lifecycle of customer incidents, problems and change management through an agreed upon metrics and operating procedure incorporating our customers’ business issues and service level agreements as key drivers.
• Always seek to make sure our customers are well informed of our SLAs, SOPs and the continuous improvements being made to our incident/problem management areas based on analytics on operational data / metrics
• Implement and manage the effectiveness of Incident, Service Request, Change and Problem management processes for the services area including driving process improvements
• Provide daily/weekly report for overall health of the cloud platform and effectiveness of automation, monitoring for incident prevention and resolution
• Responsible for the maintenance of system configurations and process documentation, operating procedures, and infrastructure support documentation
• Work closely with business teams and DevSecOps teams on for activities related to supporting the Saviynt cloud service offerings
• Act as primary interface to customers during issues, critical situations and on-going deployments
• Be curious and always find a better way to solve issues, and prevent issues from reoccurring