Deputy Manager-Net IQ - IAM, IDM-L2 Support

NetIQ IAM and IDM technical operations

• Operate, monitor and troubleshoot NetIQ Identity Manager and associated IAM services across identity lifecycle, provisioning, de-provisioning, access, authentication and synchronisation processes.
• Analyse drivers, connectors, policies, workflows, queues, jobs, events, interfaces and connected-system dependencies.
• Restore failed identity 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, orphan accounts, dormant accounts and reconciliation issues.
• Track remediation activities through to completion.

Incident, problem and SLA management

• Lead L2 technical analysis and service restoration for high-priority IAM and IDM incidents.
• Coordinate troubleshooting across application, directory, security, database, infrastructure and network teams.
• Conduct root-cause analysis, document workarounds and track corrective actions.
• Help reduce recurring identity-service failures.
• Manage incidents, problems and service requests using ITIL practices.
• Monitor ageing cases, SLA risks and service-impacting backlogs.
• Engage L3 support teams and technology vendors when additional expertise is required.

Monitoring, automation and continual improvement

• Analyse NetIQ, directory, application-server, database and operating-system logs to identify production failures and performance issues.
• Maintain operational dashboards, alerts and health checks.
• Improve alert quality and proactive detection across critical identity processes.
• Automate repeatable operational activities using Shell scripting, SQL, PL/SQL and approved orchestration tools.
• Develop automation for health checks, reconciliation validation, reporting and routine service activities.

AI and AIOps for IAM operations

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

Operational governance and knowledge management

• Provide concise SLA, KPI, incident, problem, automation and service-improvement updates during operational reviews.
• Maintain runbooks, support documentation, known-error records and technical recovery procedures.
• Prepare and maintain accurate audit evidence.
• Support service availability, provisioning accuracy, backlog control, incident restoration, monitoring coverage and continual-improvement objectives