Technical Analyst

Salary: £? - ? per year

Requirements:

• Experience in L2 application or production support for enterprise systems, including incident, problem, and change management.
• Working knowledge of Microsoft Identity Manager (MIM) operations, including sync run profiles, connector space and metaverse basics, and error handling.
• Experience with MIM Service request processing and workflow fallouts is desirable.
• Strong SQL Server skills for investigation and reporting, including T-SQL querying, joins, and basic performance awareness.
• Understanding of .NET/C# applications from a support perspective, including logs, configuration, services, and troubleshooting.
• Familiarity with Active Directory concepts, including users, groups, OU structure, and permissions.
• Knowledge of LDAP integrations, SMB file transfer protocols, TLS protocols, ciphers, encryption, and authentication technologies.
• Experience with Kerberos, NTLM, and other standard LDAP authentication methods.
• Ability to troubleshoot application integration issues and support application configuration setup.
• Ability to work in a team environment with a can-do attitude and overcome difficult challenges.
• Strong process mapping, analysis, and root cause analysis skills.
• Experience gathering technical requirements in cloud and on-premise infrastructure environments.
• Experience working closely with IT developers, engineers, and operational teams.
• Ability to optimise processes and maximise efficiency.
• Strong stakeholder engagement and communication skills.
• Confident presenting work updates and progress.
• Proven accountability for deliverables and ability to deliver on schedule.
• Good time management skills.
• Self-driven and able to work independently with minimal supervision.
• Must be self-sufficient and able to deliver quality output without supervision.
• Proficient in MS Excel, Visio, and Confluence.

Responsibilities:

• Provide Level 2 operational support for our Identity and Access Management systems, with a focus on Microsoft Identity Manager and related integrations.
• Own L2 support for MIM Sync and MIM Service in production and non-production environments.
• Triage and resolve incidents by analysing logs, identifying failure points, and restoring service within agreed SLAs.
• Monitor scheduled sync and provisioning jobs, manage reruns, handle stuck requests, connector failures, and data exceptions.
• Perform operational support activities for user and account provisioning exceptions, access request workflow fallouts, queue management, and certificate or credential-related issues where applicable.
• Use SQL Server to investigate data issues through queries, stored procedures, reconciliation, and reporting extracts.
• Support and maintain .NET-based components by reviewing logs and configuration and coordinating code fixes with L3 teams.
• Execute approved changes such as configuration updates, run profile changes, and connection updates in line with change control.
• Produce and maintain runbooks, known error database articles, and operational documentation.
• Drive problem management by tracking recurring incidents, performing root cause analysis with L3, and following permanent fixes through to completion.
• Coordinate with upstream and downstream teams such as AD, Entra ID, HR feeds, and ServiceNow to resolve integration issues.
• Participate in on-call and major incident processes as required.
• Provide support to the wider team during outages and incidents.

Technologies:

• Active Directory
• C#
• Cloud
• Confluence
• Excel
• Support
• LDAP
• SQL
• SMB
• ServiceNow
• ASP.NET

More:

We provide Level 2 operational support for our existing Identity and Access Management environment, with a strong focus on Microsoft Identity Manager and related integrations. Our team supports production and non-production services, works closely with L3 engineering and upstream or downstream teams, and helps restore service quickly during incidents. The role involves varied operational support, problem management, documentation, and change execution in a collaborative environment where we value strong technical troubleshooting, accountability, and a can-do attitude.

last updated 32 week of 2026