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L2 Support Engineer (Microsoft Identity Manager)
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L2 Support Engineer – Microsoft Identity Manager (MIM)
Initial contract to the end of 2026 | Remote | Infrequent travel
We’re looking for an experienced L2 Support Engineer / Technical Analyst to join a large Identity & Access Management programme, providing operational support across Microsoft Identity Manager (MIM) and its associated integrations.
This is a hands-on production support role where you’ll be responsible for incident investigation, service restoration, monitoring and problem management, working closely with L3 engineering and development teams to identify root causes and implement permanent fixes.
The role would suit someone with a strong background in enterprise application support, particularly those with experience across MIM, SQL Server, .NET and Active Directory.
Key Responsibilities
- Provide L2 operational support for Microsoft Identity Manager (MIM) Sync and MIM Service across production and non-production environments.
- Investigate and resolve incidents, analysing logs and system behaviour to identify failure points and restore services within agreed SLAs.
- Monitor scheduled synchronisation and provisioning jobs, managing reruns, stuck requests, connector failures and data exceptions.
- Investigate joiner, mover and leaver provisioning issues and access request workflow failures.
- Use SQL Server / T-SQL to investigate data issues, perform reconciliation and support reporting and operational analysis.
- Troubleshoot .NET/C# based components from a support perspective, including reviewing logs, configuration, services and scheduled tasks.
- Work with L3 engineering and development teams to diagnose complex issues and coordinate permanent fixes.
- Execute approved configuration and operational changes in line with established change-control processes.
- Support integrations with systems including Active Directory, Entra ID, HR feeds and ServiceNow.
- Troubleshoot application and integration issues across upstream and downstream systems.
- Investigate authentication and connectivity issues involving LDAP, Kerberos, NTLM, TLS and related security protocols.
- Contribute to root-cause analysis and problem management by identifying recurring issues and driving improvements.
- Create and maintain runbooks, operational documentation and known-error database (KEDB) articles.
- Support major incidents and outages when required.
- Work collaboratively with engineering, development and operational teams to resolve challenging technical issues.
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What We’re Looking For
- Strong experience providing L2 application or production support for enterprise systems.
- Practical experience supporting Microsoft Identity Manager (MIM), including:
- Sync run profiles
- Connector space and metaverse concepts
- Connector failures and error handling
- MIM Service and workflow processing would be advantageous
- Strong SQL Server / T-SQL skills, including queries, joins and data investigation.
- Good understanding of .NET/C# applications from a support and troubleshooting perspective.
- Strong knowledge of Active Directory, including users, groups, OUs and permissions.
- Experience troubleshooting application integrations and infrastructure-related issues.
- Knowledge of LDAP, SMB, TLS, encryption and authentication technologies.
- Experience with Kerberos, NTLM and other standard authentication methods.
- Strong incident, problem and change management experience.
- Demonstrable progression in technical responsibility, with the ability to investigate complex issues independently.
- Strong analytical and root-cause analysis skills.
- Comfortable working independently while collaborating closely with developers, engineers and operational teams.
- Strong communication and stakeholder management skills, with the confidence to explain technical issues and present your work.
- A proactive, "can do" approach and the ability to challenge, investigate and get to the root of difficult problems.
- Good documentation and process-mapping skills.
- Experience working with tools such as MS Excel, Visio and Confluence.
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Desirable
- Previous experience within banking or another regulated financial services environment.
- Experience working with large, globally distributed teams.
- Understanding of IAM controls such as least privilege, audit trails and access recertification.
- Previous experience supporting large-scale IAM programmes.
The Opportunity
This is an excellent opportunity for an experienced MIM / IAM Support Engineer to join a large-scale technology programme in a role combining hands-on technical troubleshooting with operational ownership.
- Contract: Initial contract to the end of 2026
- Location: Remote
- Travel: Infrequent travel required
- Level: L2 / Technical Support
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