Work Arrangement: 100% Onsite – Pasay City, Metro Manila
Work Schedule: Must be flexible to support evenings, weekends, and rotational shifts (US Time)
Job Summary
We are seeking experienced
Identity Governance & Administration (IGA) Support Engineers to provide operational support for enterprise identity and privileged access management platforms. This role is responsible for monitoring critical IAM systems, resolving production incidents, and ensuring the availability and reliability of identity governance services in a 24/7 support environment.
This is a hands-on support role requiring strong troubleshooting skills, technical expertise, and the ability to collaborate across engineering, infrastructure, and application teams. The ideal candidate is analytical, proactive, and comfortable working in a fast-paced environment supporting business-critical systems.
Key Responsibilities
- Provide operational support for Identity Governance & Administration platforms, including SailPoint, CyberArk, and secrets management solutions
- Monitor production environments and proactively identify potential issues or service disruptions
- Manage, investigate, and resolve incident tickets in accordance with established SLAs
- Perform troubleshooting and root cause analysis for system incidents and recurring issues
- Collaborate with engineering, infrastructure, and application teams to resolve complex technical problems
- Support identity lifecycle processes, access requests, and privileged access management workflows
- Participate in problem management, change activities, and continuous service improvements
- Participate in evening, weekend, and rotational on-call support aligned with US business hours
- Maintain accurate documentation, incident records, and operational procedures
Experience Requirements (Required)
- 2–5 years of experience supporting Identity and Access Management (IAM) or Identity Governance & Administration (IGA) platforms
- Experience working in production support or 24/7 operations environments
- Familiarity with ITIL processes, including incident, problem, and change management
- Experience troubleshooting enterprise identity systems and access-related issues
- Strong written and verbal English communication skills
Technical Skills (Required)
- Solid understanding of Identity and Access Management (IAM) principles and best practices
- Proficiency in Java and BeanShell scripting for debugging and issue resolution
- Experience with Active Directory, LDAP, Microsoft Entra ID (Azure AD), and REST APIs
- Familiarity with identity lifecycle management and access request workflows
- Strong troubleshooting, analytical, and problem-solving capabilities
Nice-to-Have
- Experience with SailPoint IdentityIQ, CyberArk, and secrets management platforms
- Exposure to PKI, certificates, or HashiCorp Vault
- Experience supporting large-scale enterprise IAM environments
- Familiarity with automation, monitoring, and operational tooling
Abilities
- Strong analytical thinking with the ability to diagnose and resolve complex technical issues
- Ownership and accountability for incident resolution and service reliability
- Ability to work effectively under pressure in a 24/7 support environment
- Excellent communication and collaboration skills with cross-functional teams
- Proactive mindset with a focus on continuous improvement and operational excellence
- Ability to prioritize multiple incidents while maintaining service quality and SLA commitments
Application Process
If you are passionate about Identity and Access Management and thrive in a fast-paced production support environment, we encourage you to apply. Please note that only qualified candidates will be contacted.
JWay Group is proud to be an Equal Opportunity Employer. We value diversity and are committed to fostering an inclusive and supportive workplace for all. 
