Senior Executive_Net IQ - IAM, IDM-L2 Support

NetIQ IAM and IDM technical operations

• Operate and troubleshoot NetIQ Identity Manager and associated IAM services across identity lifecycle, provisioning, de-provisioning, access, authentication and synchronisation processes.
• Monitor and analyse drivers, connectors, policies, workflows, queues, jobs, events, interfaces and connected-system dependencies.
• Restore failed processing 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 failed or delayed provisioning and de-provisioning across directories and connected target systems.
• Investigate access-review exceptions, orphaned and dormant accounts, and reconciliation issues.
• Track remediation activities through to completion.

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.
• Manage incidents, problems and service requests using ITIL practices.
• Monitor ageing requests, SLA risks and service-impacting backlogs.

Monitoring, automation and continual improvement

• Analyse NetIQ, directory, application-server, database and operating-system logs to isolate production failures and performance issues.
• Maintain operational dashboards, alerts and health checks.
• Improve alert quality and proactive detection for critical identity processes.
• Automate repeatable operational activities using Shell scripting, SQL/PLSQL and approved workflow or orchestration tools.
• Support the automation of health checks, reconciliation checks and operational reporting.

AI and AIOps for IAM operations

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

Operational governance and knowledge management

• Deliver concise updates covering SLA/KPI performance, incidents, problems, automation and improvement activities.
• Maintain runbooks, support documentation, known-error records, recovery procedures and audit evidence.
• Contribute to service availability, provisioning accuracy, reduced restoration time, effective backlog control and measurable operational improvements.

Essential experience and knowledge

• You have up to three years of experience in IT operations, IAM/IDM, enterprise application support or a related production environment.
• You have practical production-support experience with NetIQ Identity Manager and identity lifecycle processes.
• You understand joiner, mover and leaver processes, provisioning, de-provisioning, access requests, approvals, roles and entitlements.
• You can troubleshoot NetIQ drivers, connectors, policies, workflows, synchronisation events, reconciliation processes and integrations.
• You understand LDAP, Active Directory and directory-service concepts.
• You have working knowledge of Unix/Linux, Shell scripting, Oracle SQL and PL/SQL.
• You can analyse application-server, database, operating-system and integration logs.
• You understand REST/SOAP integrations, certificates, service accounts and network-connectivity troubleshooting.
• You have experience managing incidents, problems, changes and service requests in an SLA-driven environment.
• You can coordinate effectively with technical specialists, service teams and external vendors.
• You communicate technical findings, root causes and corrective actions clearly.

Platform and tooling exposure

• NetIQ eDirectory, Identity Applications, Identity Reporting, Designer, Identity Console or Remote Loader.
• WebLogic or an equivalent application server, including services, logs, JVMs and connectivity checks.
• One or more monitoring platforms such as Dynatrace, Kibana, Datadog, AppDynamics, Splunk or Zabbix.
• Dashboard maintenance, alert tuning, event correlation and proactive service-health monitoring.

Qualifications and desirable experience

• A bachelor’s degree or equivalent relevant experience.
• ITIL or IAM/NetIQ certification is desirable.
• Exposure to Oracle Identity and Access Management or another enterprise IAM/IGA platform is beneficial.
• Exposure to privileged access management, identity governance or access-certification processes is beneficial.
• Familiarity with AIOps, GenAI-assisted operations, intelligent triage, anomaly detection or knowledge-assistant use cases is beneficial