Introduction
Join IBM's Office of the CIO as part of the AccessHub initiative, a strategic program designed to centralize and streamline access management across the global IBM enterprise. AccessHub provides a unified view of "who has what" access, enhancing security, compliance, and user experience.
Your role and responsibilities
As a Technical Support Professional, you will be part of a globally distributed team based in India and Mexico, delivering 24/7 support for Identity Governance and Administration (IGA) platforms. You'll play a key role in maintaining service reliability, resolving incidents, and driving automation and innovation in support processes.
At IBM, you'll be part of a team that's transforming access management for one of the world's largest enterprises. Through AccessHub, you'll help deliver secure, seamless, and scalable identity solutions that empower IBMers worldwide.
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Key Responsibilities:
- Deliver technical support for Saviynt and other IGA platforms, ensuring timely resolution of incidents and service requests.
- Manage and respond to Severity 1 incidents, leveraging monitoring tools, integrations, and status pages.
- Maintain custom connectors, scripts, and workflows for application onboarding and automation.
- Collaborate with global teams to enhance support processes and implement innovative solutions.
- Maintain and update SOP's, documentation, and knowledge bases to support self-service and reduce ticket volume.
- Participate in on-call rotations, including occasional weekend support.
Required education
Bachelor's Degree
Required technical and professional expertise
- 3+ years of hands-on experience in IGA implementation and support.
- Strong domain knowledge in Identity and Access Management (IAM).
- Proficiency in Saviynt or SailPoint or OIM, or ISIM.
- Experience with REST/SOAP APIs using tools like Postman, and SQL.
- Familiarity with ITIL processes and tools like ServiceNow or Jira.
- Deep understanding of Saviynt Role Management Lifecycle, connectors, and integrations.
- Exposure to ITIL processes and ticketing systems (e.g., ServiceNow, Jira).
- Strong communication and collaboration skills in English.
- Analytical mindset with a customer-first approach.
- Passion for automation, innovation, and continuous improvement.
Preferred technical and professional experience
- Saviynt certifications or equivalent.
- Experience supporting enterprise-scale IAM environments.
- Strong scripting skills in Shell, JavaScript, Python, or Groovy.
- Understanding of Kubernetes, SSO integration, and IAM best practices.
- Familiarity with Linux/Unix/Windows environments and cloud technologies (AWS, Azure, IBM Cloud).
ABOUT BUSINESS UNIT
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