Lead L3 Support Engineer – One Identity Manager

Job Summary

Synechron seeks a seasoned Lead L3 Support Engineer with extensive expertise in One Identity Manager (by Quest) and related identity and access management systems. The primary focus is on delivering advanced analysis development support and technical leadership within the IDM environment. The role involves managing complex change initiatives resolving intricate platform issues and guiding support teams to ensure the stability security and continuous improvement of identity management solutions. This position plays a strategic role in supporting enterprise-wide IDM operations aligning technical activities with business and security requirements.

Software Requirements

Required:

• One Identity Manager (Quest) Core platform and modules (latest versions with experience in upgrades and patches)

• MS SQL Server / Oracle Database (version-dependent on system environment)

• Operating Systems: Windows Server Linux (for server configuration & troubleshooting)

• Issue Tracking & Documentation: Jira Confluence ServiceDesk tools

• Scripting & Development: PowerShell (for automation and customization)

Preferred:

• Middleware and workflow tools integrated with IDM (e.g. Web Services OIM Designer OIM Object Browser)

• Other identity/access solutions (Azure AD SAP Active Directory)

• API integration tools and protocols (REST SOAP)

Overall Responsibilities

• Lead analysis design development and support activities related to One Identity Manager (Quest).

• Manage and execute multiple change projects including requirements gathering development testing and deployment.

• Troubleshoot and resolve escalated complex issues impacting IDM operations working proactively to prevent recurrence.

• Oversee and coordinate third-party/vendor interface development and integration.

• Support UAT and production releases by creating detailed release plans conducting testing and promoting changes within controlled environments.

• Mentor and guide L2 and support team members facilitating knowledge transfer and best practices.

• Collaborate with stakeholders across teams to gather requirements and translate them into technical solutions ensuring alignment with security and compliance policies.

• Maintain thorough documentation of system configurations technical designs and operational procedures.

• Monitor platform health for performance tuning upgrades and patches to ensure optimal functionality and security.

• Participate in cross-functional meetings to continuously improve IDM support processes and tools.

Technical Skills (By Category)

Programming Languages:

• Required: PowerShell (for custom scripts and automation)

• Preferred: None specified but familiarity with other scripting languages (e.g. Python) is advantageous

Databases/Data Management:

• MS SQL Server Oracle (ability to write SQL queries troubleshoot database issues)

Identity & Access Management Platforms:

• Deep understanding of One Identity Manager functions workflows provisioning and exception handling

• Experience designing developing and customizing IDM modules connectors and policies

Integration & Systems:

• Experience integrating IDM with Active Directory Azure AD SAP and other enterprise systems

• Knowledge of API protocols (REST SOAP) for system interoperability

Development Tools & Methodologies:

• Use of Jira Confluence and ServiceDesk for issue tracking documentation and requirement management

• Familiarity with version control systems and change management processes

Security & Compliance:

• Implementation of role-based access control policies and compliance rules within IDM

• Ensuring adherence to security standards and auditing requirements

Supporting & Troubleshooting:

• Advanced diagnostic skills related to IDM environment issues investigation of failure causes and effective resolution

• Coordinating with middleware teams for joint problem resolution and incident management

Experience Requirements

• 8 years of experience in IDM system support development and analysis

• Proven track record managing complex IDM environments including upgrades patches and performance tuning

• Experience working with third-party vendors and integrating external systems with IDM

• Demonstrated experience coordinating and supporting UAT testing cycles

• Exposure to support in investment banking or financial services industry highly preferred but not mandatory

Day-to-Day Activities

• Address escalated support tickets involving One Identity Manager and related systems

• Lead technical meetings on platform issues ongoing change projects and incident response

• Develop and test new workflows provisioning processes and interfaces for IDM platforms

• Perform platform maintenance activities such as upgrades patches and performance tuning

• Document technical designs configurations and operational procedures

• Coordinate with vendors and stakeholders on interface development and issue resolution

• Support and facilitate UAT ensuring delivery of solutions that meet business needs and compliance standards

• Review and approve release deployment plans and oversee change implementations in test and production environments

Qualifications

• Bachelors degree in Computer Science Information Technology or related field; equivalent practical experience acceptable

• Certifications such as Quest One Identity certifications ITIL or relevant security certifications are advantageous

• Extensive experience with IDM solutions particularly One Identity Manager (Quest) platform is essential

• Familiarity with enterprise infrastructure databases and scripting languages

• Experience working within regulatory and security compliance frameworks

Professional Competencies

• Strong analytical and problem-solving skills with the ability to investigate complex platform issues

• Excellent stakeholder management with the ability to liaise effectively with technical and non-technical teams

• Effective communication skills capable of documenting technical information clearly and precisely

• Leadership qualities with the ability to mentor support staff and coordinate cross-team activities

• Adaptability to evolving systems and rapid resolution of operational challenges

• A proactive learning approach and continuous improvement mindset