Introduction At IBM, work is more than a job – it’s a calling: To build. To design. To code. To consult. To think along with clients and sell. To make markets. To invent. To collaborate. Not just to do something better, but to attempt things you’ve never thought possible. Are you ready to lead in this new era of technology and solve some of the world’s most challenging problems? If so, lets talk.
Your Role and Responsibilities AccessHub project in IBM is one of the key initiatives, it brings “who has what” data into a single location. AccessHub is a milestone in online access, security and control for IBMers. The AccessHub initiative, sponsored and directed by the office of the CIO, is being undertaken to help standardize the access management experience for all types of users across the global IBM enterprise. In context of AccessHub strategy, the global support team is in 2 strategic geographies (Mexico, & India) to provide 24/7 support. There is occasional weekend on-call support required. We also manage sev 1 incidents using several tools and integrations, monitoring, maintaining status pages, FAQs, and other documentation useful for clients. In summary, we do our best to provide fast resolution and excellent support to our customers. We collaborate globally and encourage innovation and automated solutions to simplify and unify the support process while obtaining relevant measurements for continuous improvement internally and externally.
Responsibilities:
Provide L2 and L3 support for the system within agreed service levels
Tickets Assignment and working on tickets, working on backlog and new tickets to provide resolution within agreed SLA.
Responding to user queries via the AccessHub_Ask Slack channel.
Assist internal customers by resolving tickets for incidents and related questions to the system
Get involved in Migration activities, production changes or projects required by IBM Users/App Teams or AccessHub Developers, Architects and assist them in making the necessary changes or resolving the defect/ issue in AccessHub Production.
Implement and manage effectiveness of Incident, Service Request, Change and Problem management processes for the service area, following internal processes requirements
Provide regular reporting for tickets status
Be responsible for maintaining and updating operating procedures, working instructions and support documentation
Applied knowledge in Application security, sec DevOps,
Knowledge of SaaS architecture and API development
Excellent understanding of APIs security, protocols like OAuth/OIDC and SCIM. Web Services and SOA Security, web application design and development
Expert level in current development languages (Java, NodeJS, Python)
Demonstrated knowledge and awareness of operating & interfacing with various Platforms
Excellent proficiency in understanding business processes and requirements and translating them into technical requirement specifications.
Required Technical and Professional Expertise
Experience with ticketing system; ServiceDesk, Remedy, etc.
Knowledge on Identity and Access Management
Provide Level 1 and Level 2 support for the system within agreed service levels.
Ability to provide 24/7 on-call support as a SME (on a rotational basis if required)
Work and Communication under pressure / client focus
User orientation to provide great support
Collaborative approach and ability to share with global team members lessons learned and blockers
Good analytical skills
Ability to learn fast the application logic and system functionalities
Ability to translate user requirements base on tool capabilities
Ability to drive and deliver e2e task
Preferred Technical and Professional Expertise
Technical (leadership) experience in Identity / Access Governance
Experience with Enterprise Solution Design/Integration is a plus.
Knowledge of RACF platform, Client/Server Architecture, DBMS applications such as Oracle, MySql or SQL knowledge.
Knowledge of networking protocols such as SOAP UI\\REST API
Hands on experience with Java based technologies, Microservices, Containerization, CI/CD (Continuous Integration/Continuous Delivery
Knowledge of Spring, Groovy and Grails preferred Experience in increasing levels of responsibility managing applications development, solution design and delivery, and process improvement.
Implement and manage effectiveness of Incident, Service Request, Change and Problem management processes for the service area.
Provide daily/weekly report for ticket status
Responsible for the maintenance of system configurations and process documentation, operating procedures, and infrastructure support documentation