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 syncprovisioning jobs manage reruns stuck requests connector failures and data exceptions
Access request workflow fallouts and queue management
Certificatecredentialrelated issues where applicable
Use SQL Server to investigate data issues queries stored procedures reconciliation reporting extracts
Support and maintain NETbased 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 upstreamdownstream teams AD Entra ID HR feeds ServiceNow to resolve integration issues
Participate in oncallmajor 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 applicationproduction support for enterprise systems incident problem change
Working knowledge of Microsoft Identity Manager MIM operations
Sync run profiles connector spacemetaverse 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 troubleshootingnot 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 developersengineers 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 selfsufficient able to deliver quality output without supervision
Proficient in MS Excel Visio Confluence
Desirable Skills
Previous experience of working in a regulated bankingfinancial 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
