Assistant Manager-Net IQ - IAM, IDM-L2 Support

NetIQ IAM and IDM technical operations

• Operate, monitor and troubleshoot NetIQ Identity Manager and associated IAM services across identity lifecycle, provisioning, de-provisioning, access, authentication and synchronisation processes.
• Analyse drivers, connectors, policies, workflows, queues, jobs, events, interfaces and connected-system dependencies.
• Restore failed identity-processing activities within agreed service targets.
• Investigate identity data, attributes, mappings, role and entitlement assignments, reconciliation outcomes and connector communication issues.
• Perform approved administration, health checks, restarts and recovery activities in accordance with established runbooks and controls.

Identity lifecycle and access support

• Support joiner, mover and leaver processes, access requests, approvals, exceptions and role or entitlement changes.
• Troubleshoot delayed or unsuccessful provisioning and de-provisioning across directories and connected target systems.
• Investigate access-review exceptions, orphaned and dormant accounts and reconciliation issues.
• Track remediation activities to completion while following applicable access-control and security procedures.

Incident, problem and service management

• Lead L2 technical analysis and service restoration for high-priority IAM and IDM incidents.
• Coordinate cross-domain troubleshooting with L3 support, security, directory, database, infrastructure, network and vendor teams.
• Conduct root-cause analysis, document workarounds and track corrective actions.
• Help reduce recurring identity-service failures through structured problem management.
• Manage incidents, problems and service requests using ITIL practices.
• Monitor ageing work items, SLA risks and service-impacting backlogs. 

Monitoring, automation and continual improvement

• Analyse NetIQ, directory, application-server, database and operating-system logs to identify production failures and performance issues.
• Maintain dashboards, alerts and service health checks.
• Improve alert quality and proactive detection across critical identity processes.
• Automate repetitive operational activities using Shell scripting, SQL, PL/SQL and approved orchestration tools.
• Develop automation for health checks, reconciliation validation, reporting and repeatable service activities.

AI and AIOps for IAM operations

• Identify suitable AI and AIOps use cases for incident triage, anomaly detection, event and log correlation, SLA-risk identification, knowledge retrieval and root-cause analysis.
• Use approved AI capabilities to support faster diagnosis and improve the reuse of operational knowledge.
• Retain appropriate human validation for access, security, compliance and remediation decisions.

Operational governance and knowledge management

• Provide clear SLA, KPI, incident, problem, automation and service-improvement updates during operational reviews.
• Maintain runbooks, technical support documentation, known-error records, recovery procedures and audit evidence.
• Contribute to measurable improvements in service availability, provisioning accuracy, restoration performance, monitoring coverage and operational efficiency

Essential experience and qualifications

• You have at least two years of experience in IT operations, IAM, IDM or enterprise application support, including hands-on production responsibilities.
• You have practical production-support experience with NetIQ Identity Manager and identity lifecycle processes.
• You can troubleshoot NetIQ drivers, connectors, synchronisation processes, provisioning activities, workflows, directories and system integrations.
• You have working knowledge of Unix or Linux, Shell scripting and SQL or PL/SQL.
• You have experience managing incidents, problems and service requests in an SLA-driven production environment.
• You can analyse complex production issues, coordinate L3 or vendor support and document root causes and corrective actions clearly.
• You have experience using monitoring and observability tools and implementing practical operational automation.
• You demonstrate strong analytical, communication and stakeholder-coordination skills.
• You hold a bachelor’s degree or have equivalent relevant professional experience. 

Technical knowledge

• NetIQ Identity Manager administration and production support.
• Identity lifecycle processes, including joiners, movers, leavers, provisioning, de-provisioning, roles, entitlements, access requests and approvals.
• NetIQ drivers, connectors, policies, workflows, synchronisation, reconciliation and event processing.
• Directory services and integration concepts, including LDAP and Active Directory.
• NetIQ eDirectory, Identity Applications, Identity Reporting, Designer, Identity Console and Remote Loader.
• WebLogic or an equivalent application server, including service, JVM, log and connectivity checks.
• REST and SOAP integration concepts, certificates, service accounts and network troubleshooting.
• Monitoring and observability tools such as Dynatrace, Kibana, Datadog, AppDynamics, Splunk or Zabbix.

Professional capabilities

• Structured incident and problem-solving skills.
• Knowledge of Incident, Problem, Change and Service Request Management.
• Understanding of ITIL practices and SLA or KPI-driven production support.
• Awareness of identity security, access controls, audit evidence and compliance requirements.
• Ability to collaborate effectively with technical teams, service stakeholders and external vendors.
• A continual-improvement mindset with an interest in automation and responsible AI adoption.

Desirable experience

• ITIL, IAM or NetIQ certification.
• Experience with Oracle Identity and Access Management or another enterprise IAM or identity governance platform.
• Exposure to privileged access management, identity governance or access-certification processes.
• Familiarity with AIOps, generative AI-assisted operations, intelligent triage, anomaly detection or knowledge-assistant use cases.