L2 application/production support (IAM)

Role Description

Technical Analyst Role

Provide Level 2 (L2) operational support for existing Identity & Access Management systems, with a focus on Microsoft Identity Manager (MIM) and related integrations. You’ll handle incident triage, service restoration, monitoring, and problem management, using SQL and .NET knowledge to diagnose issues and work with L3/engineering teams on fixes.

Key Accountabilities:

• Own L2 support for MIM Sync and MIM Service in production and non-production environments.
• Triage and resolve incidents: analyse logs, identify failure points, restore service within agreed SLAs.
• Monitor scheduled sync/provisioning jobs; manage reruns, stuck requests, connector failures, and data exceptions.
• Perform operational activities:
• User/account provisioning exceptions (joiner/mover/leaver fallouts)
• Access request workflow fallouts and queue management
• Certificate/credential-related issues (where applicable)
• Use SQL Server to investigate data issues (queries, stored procedures, reconciliation, reporting extracts).
• Support and maintain .NET-based components (e.g., rules extensions, services, scheduled tasks) by reviewing logs/config and coordinating code fixes with L3.
• Execute approved changes (configuration updates, run profile changes, connection updates) following change control.
• Produce and maintain runbooks, known error database (KEDB) articles, and operational documentation.
• Drive problem management: trend recurring incidents, perform root-cause analysis with L3, and track permanent fixes.
• Coordinate with upstream/downstream teams (AD, Entra ID, HR feeds, ServiceNow) to resolve integration issues.
• Participate in on-call/major incident processes as required.
• Knowledge of LDAP integrations, file transfer protocols such as SMB, as well as TLS protocols, ciphers, encryption and other authentication technologies.
• Experience with Kerberos, NTLM, and other standard LDAP authentication methods.
• Ability to troubleshoot application integration issues and assist with application configuration setup. Must be able to work in a team environment with a “can do” attitude capable of overcoming difficult challenges.
• Providing support to the wider team during outages / incidents

Essential Skills

• Experience in L2 application/production support for enterprise systems (incident, problem, change).
• Working knowledge of Microsoft Identity Manager (MIM) operations:
• Sync run profiles, connector space/metaverse basics, error handling
• MIM Service request processing and workflow fallouts (desirable)
• Strong SQL Server skills for investigation and reporting (T-SQL querying, joins, basic performance awareness).
• Understanding of .NET/C# applications from a support perspective (logs, config, services, troubleshooting—not necessarily full-time development).
• Familiarity with Active Directory concepts (users, groups, OU structure, permissions).
• Must show a progressive advancement in responsibility including deep troubleshooting technical skills.
• Self-driven and be able to work independently with minimal supervision
• Requirements gathering in a technical environment – Cloud and on-premiseinfrastructure platforms
• Strong process mapping skills
• Strong analysis skills
• Identification of use cases
• Technical understanding of infrastructure technologies
• Experience of working closely with IT developers/engineers and operational teams
• Root cause analysis skills
• Ability to optimise processes and maximise efficiency
• Strong stakeholder engagement and communication skills
• Confident at presenting what they are working on
• Positive team player working as part of a large programme; questioning mind to fact find and challenge where appropriate
• Accountability for deliverables and proven track record of delivering on schedule
• Good time management
• Must be self-sufficient; able to deliver quality output without supervision
• Proficient in MS Excel, Visio, Confluence

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