L2 Support/Engineer

In this role you provide L2 application and production support for enterprise systems, handling incidents, problems and changes while collaborating with IT developers and operations. You will diagnose issues, perform root cause analysis, and help optimize processes to improve efficiency. The role sits within a large program, offering opportunities to shape supportive services, leverage MIM and AD knowledge, and drive stability across cloud and on-premise infrastructure. You will work independently yet engage stakeholders to communicate progress and outcomes, contributing to the program’s mission of reliable, secure identity and access management.

• Provide L2 application/production support for enterprise systems (incident, problem, change)
• Perform root cause analysis and investigate incidents across on-premise and cloud infrastructure
• Coordinate with IT developers/engineers and operational teams to resolve issues
• Gather technical requirements and map processes to optimize workflows
• Identify use cases and opportunities to improve efficiency and reliability
• Present progress and outcomes to stakeholders and maintain accountability for deliverables

• 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 and deep troubleshooting skills
• Self-driven and able to work independently with minimal supervision
• Technical requirements gathering in cloud and on-premise environments
• Strong process mapping and analysis skills
• Experience working with IT developers/engineers and operational teams
• Root cause analysis skills and ability to optimise processes
• Strong stakeholder engagement and communication skills
• Ability to present clearly what they are working on
• Positive team player in large programmes; accountable for deliverables and timeliness
• Good time management
• Proficient in MS Excel, Visio, Confluence

• Stakeholder engagement
• Clear communication
• Independent working style
• Microsoft Identity Manager (MIM) operations
• SQL Server (T-SQL, joins, performance awareness)
• .NET/C# application support (logs, config, services)