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

## Join Us

At Vodafone, we’re not just shaping the future of connectivity for our customers – we’re shaping the future for everyone who joins our team. When you work with us, you’re part of a global mission to connect people, solve complex challenges, and create a sustainable and more inclusive world. If you want to grow your career whilst finding the perfect balance between work and life, Vodafone offers the opportunities to help you belong and make a real impact.

## What you’ll do

### NetIQ IAM and IDM operations

• Own the health, availability, performance and supportability of NetIQ Identity Manager and associated IAM services.
• Act as the Level 2 subject-matter escalation point for provisioning, de-provisioning, access, authentication and synchronisation issues.
• Monitor NetIQ drivers, connectors, workflows, queues, scheduled jobs and interfaces.
• Investigate and resolve service failures within agreed service-level commitments.

### Identity lifecycle support

• Support joiner, mover and leaver processes across enterprise identity services.
• Manage role and entitlement changes, access requests, approvals and exceptions.
• Investigate failed or delayed provisioning across directories and connected target systems.
• Validate identity data, attributes, mappings, policies and reconciliation results.

### Incident, problem and service management

• Lead Level 2 analysis and recovery for priority-one and priority-two incidents.
• Coordinate cross-domain troubleshooting with Level 3 teams, vendors and technical stakeholders.
• Conduct root-cause analysis and produce clear supporting documentation.
• Manage corrective actions, known errors and initiatives to reduce recurring failures.
• Support Incident, Problem, Change, Release and Service Request processes in accordance with ITIL practices.

### Administration, security and compliance

• Perform approved administration, service health checks, restarts and recovery activities using documented procedures.
• Support access reviews, orphan-account investigations, audit evidence gathering and remediation tracking.
• Follow secure operational practices for privileged access, credentials, certificates and service accounts.
• Help maintain identity accuracy, access security, regulatory compliance and audit readiness.

### Monitoring and continual improvement

• Analyse NetIQ, WebLogic, database, directory and operating-system logs to isolate faults.
• Maintain operational dashboards, alerts, health checks and support runbooks.
• Develop or enhance automation for repetitive support activities.
• Use operational trends to improve reliability, strengthen proactive detection and reduce restoration time.
• Contribute to Site Reliability Engineering and AI-driven service optimisation initiatives.

## Who you are

### Essential experience and knowledge

• You have at least 10 years of experience in IT operations or application support, including hands-on support of IAM or IDM services.
• You have strong production-support knowledge of NetIQ Identity Manager and identity lifecycle processes.
• You understand provisioning, de-provisioning, access requests, roles, entitlements and approval workflows.
• You have experience supporting NetIQ drivers, connectors, policies, workflows, synchronisation, reconciliation and event processing.
• You can troubleshoot provisioning failures, directory services, integrations and connected systems.
• You have hands-on experience with Unix or Linux, Shell scripting, Oracle SQL and PL/SQL.
• You can analyse application, database, directory and operating-system logs.
• You understand WebLogic or an equivalent application server, including logs, services and connectivity checks.
• You have experience managing Incidents, Problems, Changes, Releases and Service Requests.
• You can lead complex incident analysis, coordinate with Level 3 teams and vendors, and produce clear root-cause analysis documentation.
• You demonstrate structured problem-solving, effective communication, stakeholder management and subject-matter leadership.
• You hold a bachelor’s degree or have equivalent relevant professional experience.

### Desirable experience

• ITIL, IAM or NetIQ certification.
• Experience with NetIQ eDirectory, Identity Applications, Identity Reporting, Designer, Identity Console or Remote Loader.
• Exposure to Oracle Identity and Access Management or another enterprise IAM or Identity Governance and Administration platform.
• Experience with REST or SOAP integrations, Java applications, databases and IT service-management tools.
• Familiarity with Dynatrace, AppDynamics, Kibana, Splunk, Zabbix, Datadog or comparable observability platforms.
• Knowledge of alert tuning, dashboards, proactive monitoring, certificate management and performance troubleshooting.
• An automation-focused approach and familiarity with Site Reliability Engineering practices.

## Not a perfect fit?

Concerned you may not meet every requirement? Vodafone is committed to creating an inclusive workplace where everyone can thrive. If you are excited about this role but your experience does not align exactly with every aspect of the job description, you are encouraged to apply. You may be the right candidate for this or another opportunity, and the recruitment team will support you in exploring where your skills fit best.

## What's in it for you

• The opportunity to take operational ownership of business-critical enterprise identity services.
• Exposure to complex NetIQ Identity Manager environments, connected applications and cross-domain technologies.
• Collaboration with application, directory, infrastructure, database, security, service-management and vendor teams.
• Opportunities to contribute to automation, Site Reliability Engineering and AI-driven operational improvements.
• Experience supporting major-incident recovery, audit readiness and continual service improvement.
• The ability to influence service reliability, access security and identity lifecycle outcomes across the organisation.

## Who we are

VOIS (Vodafone Intelligent Solutions) is a strategic arm of Vodafone Group Plc, creating value for customers by delivering intelligent solutions through Talent, Technology & Transformation.

As the largest shared services organisation in the global telco industry with 30,000 FTE, our portfolio of next-generation solutions and services are designed in partnership with customers across Vodafone Group, local markets, and partner markets to simplify and drive growth. With our strategic partner Accenture, we work alongside our Vodafone customers, other Telco and tech companies to drive transformation, meet the challenges of our industry and ensure we stay relevant and resilient. This partnership is a unique, industry-first model which brings together the best of in-house and 3rd party capability.

We work with customers across 28 countries from 10 VOIS locations: Albania, Egypt, Hungary, India, Romania, Spain, Turkey, UK, Germany, Ireland, and with a network of teams in Czech Republic, Italy, Greece, and Portugal.

#VOIS #BeUnrivalled #CreateTheFuture