L2 application/production support (IAM)

In this role you provide Level 2 operational support for Identity & Access Management systems, with a focus on Microsoft Identity Manager (MIM) and related integrations. You will triage incidents, restore services, monitor jobs, and coordinate fixes with L3 and engineering teams. You’ll handle data investigations with SQL and support .NET components while maintaining runbooks and KEDB articles. This position sits within a larger IAM program, contributing to stable identity provisioning and secure authentication workflows. The role offers scope to influence incident management, change control, and cross-team collaboration in a security-focused environment.

• Own L2 support for MIM Sync and MIM Service in production and non-production environments
• Triage and resolve incidents: analyze logs, identify failure points, restore service within SLAs
• Monitor scheduled sync/provisioning jobs; manage reruns, stuck requests, connector failures, and data exceptions
• Perform operational activities: user/account provisioning exceptions, access request workflow fallouts, queue management
• Certificate/credential-related issues handling (where applicable)
• Use SQL Server to investigate data issues (queries, stored procedures, reconciliation, reporting extracts)
• Support and maintain .NET-based components (rules extensions, services, scheduled tasks) and coordinate fixes with L3
• Execute approved changes (configuration updates, run profile changes, connection updates) following change control
• Produce and maintain runbooks, KEDB articles, and operational documentation
• Drive problem management: trend recurring incidents, root-cause analysis with L3, 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
• Knowledge of LDAP integrations, SMB, TLS, encryption and authentication technologies
• Troubleshoot application integration issues and assist with configuration setup
• Team-oriented with a proactive, can-do attitude during outages/incidents
• Provide support to the wider team during outages/incidents

• 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)
• Familiarity with Active Directory concepts (users, groups, OU structure, permissions)
• Progressive advancement in responsibility including deep troubleshooting technical skills
• Self-driven and able to work independently with minimal supervision
• Requirements gathering in a technical environment – Cloud and on-premise infrastructure platforms
• Strong process mapping and analysis skills
• Technical understanding of infrastructure technologies
• Experience working with IT developers/operational teams
• Root cause analysis skills
• Ability to optimise processes and maximise efficiency
• Strong stakeholder engagement and communication skills
• Confident at presenting work in progress
• Positive team player in large programme; fact-finding mindset
• Accountability for deliverables and proven track record of delivering on schedule
• Good time management
• Self-sufficient; able to deliver quality output without supervision
• Proficient in MS Excel, Visio, Confluence

• teamwork
• problem-solving
• communication
• Microsoft Identity Manager (MIM) operations
• SQL Server (T-SQL, data querying)
• .NET/C# applications (logs, config, troubleshooting)