Level 2 IDM Support Engineer (Identity Management)

Job Summary

Synechron is seeking an experienced and proactive Level 2 Support Engineer specializing in One Identity Manager (IDM) to join our IT support team. In this role, you will be responsible for providing advanced technical support, troubleshooting complex issues, and ensuring the optimal functioning of our identity and access management systems. You will play a pivotal role in maintaining secure, efficient user provisioning, deprovisioning, and access workflows, thereby supporting organizational security and compliance initiatives.

The ideal candidate will possess strong problem-solving capabilities, excellent communication skills, and the ability to collaborate effectively with diverse technical and non-technical teams. Your expertise will directly contribute to the continuous improvement of identity management processes and system reliability.

Software Requirements

Required Skills:

• In-depth knowledge of One Identity Manager (configuration, administration, troubleshooting)
• Experience with Active Directory, LDAP, and other directory services
• Scripting proficiency in PowerShell and SQL for automation, data manipulation, and reporting
• Familiarity with ITSM tools such as ServiceNow and JIRA for incident management and workflow tracking
• Working knowledge of version control tools (e.g., Git) for deployment and change management

Preferred Skills:

• Experience with other identity solutions like SailPoint, Okta, or similar platforms
• Knowledge of security protocols, compliance frameworks (GDPR, HIPAA)
• Automation tools and scripting beyond PowerShell/SQL

Overall Responsibilities

• Provide Level 2 technical support for Identity Management systems, addressing incidents, changes, and service requests
• Troubleshoot and resolve issues related to user provisioning, deprovisioning, role management, and system performance
• Collaborate with Level 3 support, development, and security teams to resolve complex problems and optimize workflows
• Maintain and update detailed technical documentation, including runbooks, process workflows, and troubleshooting guides
• Monitor system health, generate reports on user access and system performance, and recommend improvements
• Support system upgrades, patches, and configuration changes with minimal disruption
• Assist in audits, compliance checks, and internal reviews related to identity access management
• Provide end-user training and support, ensuring adherence to security policies and best practices
• Participate in project activities for system enhancements and process automation initiatives

Strategic objectives:

• Maintain secure and reliable identity management operations
• Improve efficiency and accuracy of user access workflows
• Drive ongoing system and process improvements

Performance outcomes:

• Timely resolution of incidents and requests
• Accurate documentation and knowledge sharing
• Successful deployment of system updates and process optimizations

Technical Skills (By Category)

Identity and Access Management (Essential):

• Deep knowledge of One Identity Manager configuration, workflows, and troubleshooting
• Experience integrating IDM with Active Directory, LDAP, and other identity sources
• Understanding of user provisioning, role assignment, access governance

Scripting & Automation (Essential):

• Proficiency in PowerShell and SQL scripts for automation, data extraction, and reporting

Incident & Change Management (Essential):

• Effective use of ServiceNow and JIRA for incident logging, tracking, and change management

Operating Systems (Essential):

• Windows Server environments supporting IDM operations
• Basic Unix/Linux knowledge for troubleshooting and integrations

Security & Compliance (Preferred):

• Familiarity with security policies, GDPR, HIPAA requirements (advantageous)

Additional Skills (Preferred):

• Knowledge of other IDM platforms like SailPoint or Okta
• Experience with automation and configuration management tools

Experience Requirements

• Minimum of 3-5 years of experience supporting identity management systems or related IT support roles
• Hands-on experience with One Identity Manager is strongly preferred
• Exposure to large enterprise environments, especially within finance, banking, or regulated industries
• Proven ability to troubleshoot complex systems, analyze logs, and perform root cause analysis
• Experience working in operational support, incident response, or service desk environments

Alternative pathways:

• Candidates with extensive experience in identity systems support beyond One Identity, showing strong troubleshooting and system support capabilities, may also be considered

Day-to-Day Activities

• Provide second-line support for identity management incidents and requests
• Troubleshoot configuration issues, system errors, and performance bottlenecks
• Assist in planning and executing system upgrades, patch deployment, and change requests
• Collaborate with cross-functional teams to resolve security and compliance issues
• Maintain system documentation, workflow procedures, and knowledge articles
• Monitor system logs, perform health checks, and generate reports on user access and system activity
• Engage in incident reviews and root cause analysis sessions
• Support internal audits and compliance activities related to identity access
• Communicate effectively with end-users, stakeholders, and vendors regarding incident status and resolutions

Qualifications

• Bachelor's degree in Computer Science, Information Technology, or a relevant discipline, or equivalent work experience
• Relevant certifications such as ITIL Foundation, One Identity certifications, or equivalents are a plus
• Willingness to work in rotational shifts from 11:00 am IST to Midnight IST
• Prior experience in identity management, security, or access governance roles
• Strong analytical skills and attention to detail
• Ability to work independently and as part of a team

Professional Competencies

• Critical thinking and problem-solving aptitude, capable of diagnosing complex issues
• Excellent interpersonal and communication skills, with the ability to simplify technical information
• Stakeholder management with a customer-centric approach
• Adaptability to changing priorities and technical environments
• Proactive mindset with a focus on process and system improvements
• Effective time management to prioritize incident resolution under pressure

S​YNECHRON’S DIVERSITY & INCLUSION STATEMENT
 

Diversity & Inclusion are fundamental to our culture, and Synechron is proud to be an equal opportunity workplace and is an affirmative action employer. Our Diversity, Equity, and Inclusion (DEI) initiative ‘Same Difference’ is committed to fostering an inclusive culture – promoting equality, diversity and an environment that is respectful to all. We strongly believe that a diverse workforce helps build stronger, successful businesses as a global company. We encourage applicants from across diverse backgrounds, race, ethnicities, religion, age, marital status, gender, sexual orientations, or disabilities to apply. We empower our global workforce by offering flexible workplace arrangements, mentoring, internal mobility, learning and development programs, and more.

All employment decisions at Synechron are based on business needs, job requirements and individual qualifications, without regard to the applicant’s gender, gender identity, sexual orientation, race, ethnicity, disabled or veteran status, or any other characteristic protected by law.

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