Technical support specialist

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
• Access management experience.