Technical Analyst

Role Description

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 / incident.

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-premise 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
Only candidates based in UK and eligible to work in UK are allowed