L2 Support Engineer - Identity & Access Management

L2 Support Engineer – Identity & Access Management

Location: Remote

Contract: Initial contract through to December 2026, with potential extension

We are seeking an experienced L2 Support Engineer to provide operational support for a large-scale Identity & Access Management (IAM) environment within a global financial services organisation.

This role is ideal for someone with strong production support experience and a passion for troubleshooting complex identity platforms. You will play a key role in maintaining the stability and performance of critical IAM services, with a particular focus on Microsoft Identity Manager (MIM) and associated integrations.

Working closely with engineering, infrastructure and operational teams, you will be responsible for incident management, service restoration, root cause analysis and continuous service improvement.

Key Responsibilities

• Provide Level 2 support for Microsoft Identity Manager (MIM) Sync and MIM Service across production and non-production environments.
• Triage, investigate and resolve incidents within agreed SLAs, identifying failure points and restoring service quickly.
• Monitor scheduled synchronisation and provisioning jobs, managing reruns, stuck requests, connector failures and data exceptions.
• Support joiner, mover and leaver processes, including provisioning exceptions and access request workflow fallouts.
• Investigate and resolve certificate and credential-related issues where applicable.
• Use SQL Server to analyse data issues, perform reconciliations and generate reporting extracts.
• Support .NET-based components, including rules extensions, services and scheduled tasks, by reviewing logs, configuration and coordinating fixes with engineering teams.
• Execute approved changes, including configuration updates, run profile modifications and connection updates, following established change processes.
• Create and maintain operational documentation, runbooks and known error database (KEDB) articles.

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• Drive problem management activities by identifying trends, conducting root cause analysis and tracking permanent fixes.
• Collaborate with upstream and downstream teams, including Active Directory, Entra ID, HR systems and Service Management teams, to resolve integration issues.
• Participate in major incident management and on-call support as required.
• Provide support to the wider team during outages and critical incidents.

Essential Skills and Experience

• Proven experience in Level 2 application or production support within enterprise environments.
• Strong operational knowledge of Microsoft Identity Manager (MIM), including:
• Sync run profiles
• Connector space and metaverse concepts
• Error handling and troubleshooting
• MIM Service workflows and request processing (desirable)
• Strong SQL Server skills, including T-SQL querying, joins, reconciliation and reporting.
• Experience supporting .NET/C# applications from an operational perspective, including log analysis, configuration management and troubleshooting.
• Solid understanding of Active Directory, including users, groups, organisational units and permissions.
• Knowledge of LDAP integrations, SMB and file transfer protocols, TLS, encryption and authentication technologies.
• Experience with Kerberos, NTLM and other LDAP authentication methods.

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• Ability to troubleshoot application integration issues and support application configuration activities.
• Strong root cause analysis and problem-solving skills.
• Experience working with change, incident and problem management processes.
• Excellent stakeholder management and communication skills.
• Strong process mapping, requirements gathering and analytical capabilities.
• Experience working closely with developers, infrastructure teams and operational support functions.
• Proficiency with Microsoft Excel, Visio and Confluence.
• Self-motivated with the ability to work independently and manage competing priorities effectively.

Desirable Experience

• Previous experience working within a regulated financial services environment.
• Familiarity with IAM controls, including least privilege, audit trails and access recertification.
• Experience working with globally distributed teams.
• Exposure to both cloud and on-premises infrastructure environments.

If you are an experienced support professional with strong IAM expertise and enjoy solving complex technical challenges, we'd like to hear from you.