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 levelsTickets 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 systemGet 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 requirementsProvide regular reporting for tickets statusBe responsible for maintaining and updating operating procedures, working instructions and support documentationApplied 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.