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.