Support Engineer

What you'll be doing

• Providing L2 support for Microsoft Identity Manager (MIM) Sync and MIM Service across production and non-production environments.
• Triaging incidents, analysing logs and identifying failure points to restore services within agreed SLAs.
• Monitoring scheduled sync and provisioning jobs, including failed connectors, stuck requests and data exceptions.
• Troubleshooting joiner, mover and leaver provisioning issues and access-request workflow failures.
• Using SQL Server/T-SQL to investigate data issues, reconciliation problems and reporting requirements.
• Supporting .NET/C#-based components, reviewing logs and configurations and coordinating fixes with L3/engineering teams.
• Investigating integrations across technologies including Active Directory, Entra ID, ServiceNow and HR systems.
• Troubleshooting LDAP integrations and authentication technologies including Kerberos, NTLM, TLS and encryption.
• Supporting root-cause analysis and problem management for recurring incidents.
• Maintaining operational documentation, runbooks and known-error documentation.
• Supporting major incidents and outages when required.

What we're looking for

• Strong experience in L2 application or production support within enterprise environments.
• Hands-on knowledge of Microsoft Identity Manager (MIM), particularly MIM Sync, run profiles, connector space/metaverse concepts and error handling.
• Strong SQL Server/T-SQL skills for technical investigation and reporting.
• An understanding of .NET/C# applications from a support and troubleshooting perspective.
• Good knowledge of Active Directory, including users, groups, OUs and permissions.
• Experience diagnosing complex application and infrastructure integration issues.
• Strong root-cause analysis and technical troubleshooting capabilities.
• Experience working closely with developers, engineers and operational teams.
• Ability to work independently and take ownership of technical issues through to resolution.
• Strong stakeholder communication skills and confidence explaining technical problems and solutions.

Nice to have

• Previous experience within banking, financial services or another regulated environment.
• Experience working across global technology teams.
• Understanding of IAM security controls, including least privilege, audit trails and access recertification.
• Experience with Excel, Visio and Confluence.

Why this role?

This is a strong opportunity for an IAM or production-support professional to work within a large-scale Identity & Access Management modernisation programme, supporting business-critical authentication, authorisation and identity services while working alongside specialist engineering teams.