Manager, Customer Support

Saviynt; Bengaluru; On-site; INR 2,500,000 - 5,000,000; Full time

Job summary

Saviynt is seeking a senior leader to manage global customer support for its AI-powered identity platform. You will own end-to-end support operations, build scalable playbooks, and drive automation to meet global SLAs.

The role demands deep IAM knowledge, SaaS ops experience, and leadership across distributed teams to ensure reliability and customer satisfaction. Ideal candidates have 10+ years in tech with cloud experience (Azure, AWS, GCP), strong communication, and a proven ability to scale

Qualifications

• BA/BS in Computer Science or engineering or related field.
• 10+ years of hands-on technical experience with strong management and communication skills.
• Deep understanding of Cloud providers (Azure, AWS, Google Cloud).
• Experience operating a large scale SaaS platform and global support.
• Experience leading an on-call 24x7 rotation for global customers.
• Experience building and monitoring infrastructure for SaaS applications.
• Ability to foster a customer-focused, quality-driven operations culture.
• Experience with log monitoring and analytics tools (Datadog, Dynatrace, PagerDuty, ELK).

Responsibilities

• Responsible for managing the support for our global customers.
• Build support playbooks for triaging, recovery, root cause analysis and problem management.
• Own automation for global support and ensure service availability, performance, and scalability.
• Define, measure and meet KPIs to meet customer SLAs and create predictive alerting dashboards.
• Collaborate with product and engineering to ensure high-quality production systems.
• Work with customers to understand needs and prioritize support activities accordingly.
• Understand IAM concepts and articulate impacts to the product team.
• Oversee overall region KPIs and drive success for the regional support team.
• Collaborate with architecture and security teams to implement enterprise-grade operations.

Skills

Leadership & management

Cloud platforms (Azure, AWS, GCP)

SaaS operations

On-call rotation experience

Customer relationship management

IAM concepts

Cross-functional collaboration

Strong communication

Education

BA/BS in CS/Engineering or related

Tools

Datadog

Dynatrace

PagerDuty

ELK stack

Job description

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 .

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 .

WHAT YOU WILL BE DOING

• Responsible for managing the support for our global customers
• Build support playbooks which can be consumed across the global supportorganization for triaging, recovering, root cause analysis and overall problemmanagement
• Own automation for global support. Responsible for building and managing services availability, performance, and scalability in customer environments toachieve customer defined SLAs
• Define, measure and meet KPIs to meet customer defined SLAs: ensure uptimeand performance, create predictive alerting, monitoring dashboards andresolution playbooks for handling anticipated issues.
• Collaborate with product and engineering stakeholders to ensure high-qualityproducts are developed and operated in production.
• Work closely with customers, understand their overall business, needs andprioritize support activities in accordance with customer business needs
• Should have good understanding of IAM concepts and be able to articulate thebusiness requirements and impacts to product team
• Should have solid experience in managing the customer relationship andsentiment
• Will be responsible for overall region’s all KPI’s and driving success for theregional support team
• Work closely with the architecture and security teams to define and implemententerprise grade operations and support practices

WHAT YOU BRING

• BA/BS degree in Computer Science/engineering or related field
• 10+ years of hands-on technical experience along with strong management andcommunication skills
• Deep understanding and experience working with modern Cloud Service Providers i.e. Microsoft Azure, AWS OR Google Cloud.
• Experience operating and supporting a large scale SaaS platform, andapplications footprint
• Experience running a world class Operations organization and managed on-call24x7 rotation teams, to serve global customers
• Experience building, scaling & monitoring infrastructure needed for SaaS basedapplication and services.
• Experience in creating a strong and passionate operations & support culturethat is customer focused and quality driven.
• Proficiency with log monitoring & analytics tools – Datadog, Dynatrace,Pagerduty, ELK stacks etc.
• Prior experience working in a globally distributed organization

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.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.