Role profile

Role title: Support Engineer - IAM Application Operations

Role purpose:

- Provide hands-on L2 Application Operations support for NetIQ Identity Manager (IDM) and related IAM services, helping to maintain reliable identity lifecycle processes, user provisioning and de-provisioning, access management workflows, directory synchronization, and connected-system integrations.
- Utilize foundational experience in IT Operations, IAM/IDM, or enterprise application support to assist in resolving operational issues, maintaining service stability, supporting audit and compliance activities, and contributing to service improvement initiatives.
- Support the delivery of agreed SLA/KPI targets through proactive monitoring, incident and problem resolution, troubleshooting, operational reporting, and adherence to security and access governance standards.
- Contribute to automation and continuous improvement activities by leveraging scripting, operational tools, and approved AI/AIOps capabilities to reduce manual effort, improve operational efficiency, enhance knowledge sharing, and support service reliability.
- 0-3 years of experience in IT Operations, Identity & Access Management (IAM), Identity Management (IDM), Application Support, or Enterprise Systems Operations. Familiarity with user provisioning, access management processes, incident management, and operational support practices is preferred.

Roles and Responsibilities: NetIQ IAM / IDM Technical Operations

- Operate and troubleshoot NetIQ Identity Manager and associated IAM services across identity lifecycle, provisioning, de-provisioning, access, authentication and synchronization flows.
- Monitor and analyse drivers/connectors, policies, workflows, queues, jobs, events, interfaces and connected-system dependencies, restoring failed processing within agreed service targets.
- Investigate identity data, attributes, mappings, entitlement/role assignments, reconciliation outcomes and connector communication issues.
- Perform approved administrative, health-check, restart and recovery activities in line 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.
- Support access-review exceptions, orphan and dormant account investigation, reconciliation issues and remediation tracking.

Incident, Problem and SLA Management

- Lead L2 technical analysis and service restoration for high-priority IAM/IDM incidents and coordinate cross-domain troubleshooting.
- Drive root-cause analysis, workaround documentation, corrective-action tracking and reduction of recurring identity-service failures.
- Manage Incident, Problem and Service Request activities using ITIL practices and track ageing, SLA risks and service-impacting backlogs.
- Coordinate with L3, security, directory, database, infrastructure, network and vendor teams where resolution requires broader expertise.

Monitoring, Automation and Continual Improvement

- Analyse NetIQ, directory, application-server, database and operating-system logs to isolate production failures and performance issues.
- Maintain actionable dashboards, alerts and health checks, and improve alert quality and proactive detection for critical identity flows.
- Automate repetitive operational tasks using Shell scripting, SQL/PLSQL and approved workflow or orchestration tools, particularly health checks, reconciliation checks, reporting and repeatable service activities.

AI / AIOps for IAM Operations

- Identify appropriate AI/AIOps use cases for incident triage, anomaly detection,



event/log correlation, SLA-risk identification, knowledge retrieval and RCA assistance.
- Use approved AI capabilities to support faster diagnosis and operational knowledge reuse while retaining human validation for access, security, compliance and remediation decisions.

Operational Governance and Knowledge

- Provide concise SLA/KPI, incident, problem, automation and improvement updates in operational service reviews.
- Maintain runbooks, support documentation, known-error knowledge, technical recovery procedures and audit evidence.

Core competencies, knowledge and experience:

Primary technical skills

- NetIQ Identity Manager administration and production support.
- IAM/IDM identity lifecycle: joiner, mover, leaver, provisioning, de-provisioning, roles, entitlements, access requests and approvals.
- NetIQ drivers/connectors, policies, workflows, synchronization, reconciliation and event processing.
- Directory services and integrations, including LDAP and Active Directory concepts.
- Troubleshooting of identity attributes, mappings, connector failures and connected target-system provisioning.

NetIQ platform exposure

- NetIQ eDirectory, Identity Applications, Identity Reporting, Designer, Identity Console and Remote Loader.
- Identity workflows, driver health, synchronization events, reconciliation and operational recovery.

Common technical skills

- Unix/Linux operations and Shell scripting.
- Oracle SQL and PL/SQL for production-support analysis and validation.
- WebLogic or equivalent application-server operations, logs, services, JVM and connectivity checks.
- REST/SOAP integration concepts, certificates, service accounts, network/connectivity troubleshooting and log analysis.

Monitoring and observability

- Hands-on exposure to one or more of Dynatrace, Kibana, Datadog, AppDynamics, Splunk, Zabbix or equivalent monitoring tools.
- Dashboard maintenance, log analysis, alert tuning, event correlation, service health checks and proactive monitoring.

Functional competencies

- Service Management: Incident, Problem, Change and Service Request.
- ITIL framework and SLA/KPI-driven production support.
- Identity security, access controls, audit evidence and compliance support.
- Production Operations and Support, stakeholder coordination and vendor management.
- Continual service improvement, automation and operational-risk awareness.

Desirable exposure

- Oracle Identity and Access Management or another enterprise IAM/IGA platform.
- Privileged access management, identity governance or access certification processes.
- AIOps, GenAI-assisted operations, intelligent triage, anomaly detection or knowledge-assistant use cases.

Must have technical/professional qualifications:

- 0-3 years of experience in IT operations, IAM/IDM, or enterprise application support, with hands-on production responsibilities.
- Practical production-support experience with NetIQ Identity Manager and identity lifecycle processes.
- Experience troubleshooting NetIQ drivers, connectors, synchronization, provisioning, workflows, directories, and integrations.
- Working knowledge of Unix/Linux, Shell scripting, and SQL/PLSQL for operational troubleshooting and automation.
- Experience managing incidents, problems, and service requests in an SLA-driven production environment.
- Ability to analyse complex production issues,



coordinate L3 or vendor support, and document root causes and corrective actions clearly.
- Experience using monitoring and observability tools and implementing practical operational automation.
- Strong analytical, communication, and stakeholder-coordination skills. A bachelors degree or equivalent relevant experience is required; ITIL and IAM/NetIQ certifications are desirable.

Budget owned:

- N/A

Key performance indicators:

- IAM/IDM service availability and operational health.
- Provisioning and de-provisioning success, accuracy and timeliness.
- SLA/KPI compliance, service-request ageing and backlog control.
- P1/P2 restoration effectiveness, MTTR and repeat-incident reduction.
- RCA quality and timely corrective-action closure.
- Monitoring coverage, proactive detection and alert quality.
- Audit evidence quality, access-control compliance and remediation closure.
- Automation adoption, manual-effort reduction and continual-improvement delivery.
- Approved AI/AIOps use-case adoption with measurable operational value and appropriate controls.

Direct reports:

- None

Dotted reports:

- None

Information required for banding / grading Note: The content of this page is not part of the role profile. Please make sure that all relevant accountabilities, competencies, knowledge and experience are included in the role profile

Topic

Please describe

Scale of influence across organisation

(H, M or L and description e.g. direct and indirect interfaces across markets / levels etc.)

M - Coordinates IAM operations with directory, application, infrastructure, database, security, service-management and vendor teams for assigned services.

Strategic elements of role

(H, M or L and description e.g. long term roadmaps / priorities / decision making etc. versus day-to-day operational activities)

M - Primarily day-to-day technical and operational accountability, with ownership of reliability, automation and continual-improvement actions within the assigned service scope.

Operational accountability and impact on service to customers

(H, M or L and description e.g. level of influence on customer experience, management of large operational teams etc)

H - Direct operational impact on identity-service continuity, access fulfilment, provisioning accuracy and incident recovery.

Impact of risks managed by role on Vodafone

(H, M or L and description e.g. management of stability of networks, large budgets, strategic direction etc)

M - Manages operational risks affecting identity accuracy, access security, provisioning, compliance evidence and service availability, escalating material risks through the Service Lead.

Level of expert knowledge required for role

(H, M or L and description e.g. knowledge of technologies, centres of excellence etc)

H - Requires strong hands-on NetIQ Identity Manager, IAM/IDM lifecycle, directory, connector and integration troubleshooting knowledge.

Extent that individual thinking and judgement are required for role

(H, M or L and description e.g. repetitive and formulaic activities versus creation of new approaches )

M - Applies independent technical judgement during incidents, access/provisioning failures and cross-domain troubleshooting within defined operational and security controls.

Critical success factors and competencies for role

(e.g. knowledge of telecoms technologies, influencing skills, critical thinking etc)

NetIQ Identity Manager expertise; IAM lifecycle knowledge; Unix/Linux, SQL and Shell scripting; structured troubleshooting; SLA discipline; security and audit awareness; automation and AI mindset; continual improvement; clear stakeholder communication.Role & responsibilities

Preferred candidate profile

📌 Support Engineer IAM Application Operations (Pune)
🏢 Orcapod Consulting Services
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