Technical Analyst

Provide L2 (Level 2) support for Microsoft Identity Manager (MIM) Sync and MIM Service in both production and non-production environments.

• Triage and resolve incidents by analyzing logs, identifying root causes, and restoring service within agreed SLAs.
• Monitor and manage scheduled sync/provisioning jobs, handle reruns, stuck requests, connector failures, and data exceptions.
• Address operational activities, including user/account provisioning exceptions, access request workflow fallouts, and certificate/credential-related issues.
• Use SQL Server for investigating data issues, running queries, and producing reporting extracts.
• Support and maintain .NET-based components by reviewing logs/configurations and coordinating code fixes with L3 teams.
• Execute approved changes while adhering to change control processes.
• Create and maintain operational documentation, runbooks, and Known Error Database (KEDB) articles.
• Lead problem management activities such as trending recurring incidents, root-cause analysis, and tracking permanent fixes.
• Collaborate with upstream/downstream teams (e.g., Active Directory, Entra ID, HR feeds, ServiceNow) to resolve integration issues.
• Participate in on-call and major incident response processes when required.
• Troubleshoot LDAP integrations, file transfer protocols (SMB), TLS protocols, ciphers, encryption, and authentication technologies (Kerberos, NTLM, LDAP).
• Assist with application integration issues and configuration setup.
• Provide support to the wider team during outages or incidents.
• Work independently with minimal supervision, demonstrating strong troubleshooting, analysis, and process mapping skills.
• Engage with stakeholders and communicate effectively, including presenting updates and findings.
• Maintain accountability for deliverables, ensuring timely and quality output.
• Utilize MS Excel, Visio, and Confluence for reporting and documentation.
• (Desirable) Leverage experience in regulated banking/financial environments, IAM controls, and working with global teams.

L2 application/production support experience for enterprise systems.

• Strong knowledge of MIM operations and error handling.

• Proficiency in SQL Server (T-SQL querying, joins).

• Understanding of .NET/C# applications from a support perspective.

• Familiarity with Active Directory concepts.

• Ability to conduct root cause analysis and optimise processes.

• Self-driven, strong time management, and team player.

• Stakeholder engagement and communication skills. Desirable Skills:

• Experience with HSBC or in a regulated banking/financial environment.

• Familiarity with global teams and IAM controls.