AB InBev GCC was incorporated in 2014 as a strategic partner for Anheuser-Busch InBev. The center leverages the power of data and analytics to drive growth for critical business functions such as operations, finance, people, and technology. The teams are transforming Operations through Tech and Analytics.
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Job Title: Junior Support
Location: Bangalore
Reporting to: Senior Manager
The Saviynt IGA L2 role exists to ensure the reliable, secure, and efficient operation of the organization’s identity governance platform by providing advanced operational support, access governance administration, and issue resolution services. The role is critical in maintaining uninterrupted identity and access management processes that support business operations, security requirements, and regulatory compliance.
This role adds value to the business by improving service stability, reducing access-related risks, accelerating issue resolution, and ensuring timely and accurate user access management across enterprise applications. It supports compliance objectives through effective governance controls, audit readiness, and access review activities, while also driving operational efficiency through process improvements, standardization, and automation initiatives.
By collaborating with business stakeholders, security teams, application owners, and L3 engineering teams, the role helps strengthen governance maturity, enhance user experience, and maintain secure access to critical systems with minimal operational disruption.
KEY TASKS AND ACCOUNTABILITIES
Incident & Service Request Management
- Investigate and resolve L2 incidents, service requests, and operational issues related to the Saviynt IGA platform within defined SLAs.
- Analyze access-related issues, provisioning failures, connector errors, and workflow disruptions, and implement timely resolutions.
- Perform initial root cause analysis for recurring incidents and escalate complex issues to L3 teams with complete technical findings.
- Monitor incident queues, prioritize critical issues, and ensure accurate tracking and updates through ITSM and Agile tools.
- Document troubleshooting steps, known issues, and resolutions to improve operational knowledge and reduce repeat incidents.
Saviynt Platform Operations
- Support day-to-day administration and maintenance of Saviynt modules including Identity Lifecycle Management, Access Requests, Access Reviews, and SoD controls.
- Execute routine operational activities such as user onboarding, offboarding, role updates, access modifications, and account reconciliation.
- Monitor platform health, scheduled jobs, workflows, and connector operations to ensure uninterrupted identity governance services.
- Assist in validating platform upgrades, patches, and configuration changes in lower and production environments.
- Maintain operational documentation, configuration records, and process runbooks for ongoing platform support.
Access Governance & Compliance Support
- Support execution of access certification campaigns and periodic access review activities within Saviynt.
- Validate access requests and entitlement assignments in alignment with organizational policies and compliance requirements.
- Assist audit and compliance teams by gathering access evidence, user entitlement details, and governance reports.
- Monitor policy violations, segregation of duties conflicts, and failed provisioning activities, and coordinate remediation actions.
- Ensure identity and access management processes comply with internal controls and regulatory standards such as SOX.
User & Stakeholder Support
- Provide functional and technical support to end users, application owners, and business stakeholders for Saviynt-related requests and issues.
- Collaborate with application teams and business units to validate access requirements and resolve provisioning concerns.
- Communicate incident status, service updates, and resolution progress to stakeholders in a timely and professional manner.
- Support onboarding sessions and user guidance for Saviynt access request and certification processes.
Change & Release Support
- Assist in implementing approved configuration changes, workflow updates, and connector modifications within the Saviynt platform.
- Participate in testing activities for enhancements, patches, and production deployments to ensure stability and functionality.
- Validate post-deployment activities and monitor systems for operational issues following releases.
- Maintain change records and deployment documentation in accordance with change management processes.
Automation & Operational Improvement
- Support development and execution of basic automation scripts, workflows, and operational tasks to reduce manual effort.
- Identify repetitive operational issues and recommend process improvements to enhance efficiency and service quality.
- Contribute to standardization of support procedures, operational checklists, and troubleshooting methodologies.
- Track operational metrics and support continuous improvement initiatives focused on service delivery and platform stability.
Collaboration & Knowledge Management
- Collaborate with L1, L3, security teams, and Saviynt support teams to ensure effective issue resolution and service continuity.
- Share operational knowledge and provide guidance to L1 teams for common incidents and support procedures.
- Participate in team discussions, sprint activities, and operational reviews to improve support effectiveness.
- Maintain accurate and up-to-date technical and operational documentation for support activities.
Continuous Learning & Improvement
- Stay updated on Saviynt product features, IAM best practices, and emerging identity governance trends.
- Participate in internal training programs, certifications, and technical workshops to strengthen Saviynt operational expertise.
- Contribute to process optimization initiatives aimed at improving platform performance, governance maturity, and user experience.
QUALIFICATIONS, EXPERIENCE, SKILLS
Education:
- Bachelor’s / Master’s degree in Information Technology Computer Science or equivalent experience.
Experience:
- Minimum 3 years in Saviynt IGA.
Technical/Functional Skills:
Hands-on experience supporting and administering the Saviynt Identity Governance and Administration (IGA) platform in production environments.
- Strong understanding of Identity and Access Management (IAM) concepts, including user lifecycle management, access provisioning, access requests, and access certifications.
- Experience supporting Saviynt modules such as Identity Lifecycle Management, Access Requests, Access Reviews, and Segregation of Duties (SoD).
- Ability to troubleshoot and resolve provisioning failures, reconciliation issues, workflow errors, connector issues, and access-related incidents within SLA timelines.
- Experience monitoring Saviynt jobs, workflows, connectors, and platform health to ensure operational stability and service continuity.
- Knowledge of configuring and supporting integrations/connectors for enterprise applications such as Active Directory, SAP, databases, and cloud applications.
- Basic development and scripting knowledge using REST APIs, PowerShell, Groovy, or SQL to support operational fixes, automation, and minor enhancements.
- Working knowledge of SQL queries for troubleshooting, reporting, and data validation activities.
- Experience using ITSM and Agile tools such as ServiceNow, Jira, and Azure DevOps for incident, change, and backlog management.
- Understanding access governance controls, audit support activities, and compliance requirements such as SOX.
- Familiarity with change management, deployment validation, and release support processes within enterprise environments.
- Ability to create and maintain technical documentation, support procedures, and knowledge base articles.
- Strong analytical, troubleshooting, and problem-solving skills for managing operational and technical issues.
- Effective communication and stakeholder coordination skills while working with business users, application owners, support teams, and security teams.
- Experience working in SLA-driven support environments with a focus on operational efficiency, platform stability, and service quality.
Mandatory Skills:
Skill – Proficiency (Beginner, intermediate, advanced, expert)
- Saviynt IGA Platform Administration – Advanced
- Identity & Access Management (IAM) Concepts – Advanced
- User Lifecycle Management (Joiner/Mover/Leaver) – Advanced
- Access Request & Provisioning Support – Advanced
- Access Reviews & Certification Support – Intermediate
- Segregation of Duties (SoD) Concepts – Intermediate
- Incident Management & Troubleshooting – Advanced
- Saviynt Connector Support & Monitoring – Intermediate
- Active Directory (AD) Integration Support – Intermediate
- SQL Query & Data Validation – Intermediate
- REST API Basics – Intermediate
- PowerShell / Groovy Scripting – Beginner to Intermediate
- Workflow & Job Monitoring in Saviynt – Advanced
- ITSM Tools (ServiceNow / Jira) – Advanced
- Azure DevOps / Agile Support Processes – Intermediate
- Change & Release Support – Intermediate
- Audit & Compliance Support (SOX) – Intermediate
- Documentation & Knowledge Management – Advanced
- Stakeholder Communication & Coordination – Advanced
- Root Cause Analysis & Problem Solving – Advanced
Preferred (Good to have) Skills:
- Data Visualization (Power BI) – Beginner to Intermediate
- Power Automate - Beginner