L2 Support Engineer

Experience 5 to 7

Primary Skills

• Microsoft Identity Manager MIM L2 Production Support SQL Server IAM Operations Active Directory Incident Management Problem Management Root Cause Analysis Technical Analysis Application Support

Secondary Skills

• NET C LDAP Kerberos NTLM Entra ID ServiceNow Change Management Visio Confluence Excel Process Mapping Authentication Technologies Access Recertification IAM Controls

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 Youll handle incident triage service restoration monitoring and problem management using SQL and NET knowledge to diagnose issues and work with L3engineering teams on fixes

Key Accountabilities

• Own L2 support for MIM Sync and MIM Service in production and nonproduction 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 joinermoverleaver fallouts
• Access request workflow fall outs 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 eg rules extensions services scheduled tasks by reviewing logsconfig 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 rootcause 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 TSQL querying joins basic performance awareness
• Understanding of NETC applications from a support perspective logs config services troubleshooting not necessarily fulltime development
• Familiarity with Active Directory concepts users groups OU structure permissions
• Must show a progressive advancement in responsibility including deep troubleshooting technical skills
• Selfdriven and be able to work independently with minimal supervision
• Requirements gathering in a technical environment Cloud and onpremise infrastructure 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

Desirable Skills

• Previous experience of working in a regulated banking financial environment
• Experience of working with global teams
• Knowledge of IAM controls least privilege audit trails access recertification

Skills

Mandatory Skills : MS SQL Server, Murex - Production Support