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

## Join Us

At Vodafone, we’re working hard to build a better future. A more connected, inclusive and sustainable world. As a dynamic global community, it's our human spirit, together with technology, that empowers us to achieve this.

We challenge and innovate in order to connect people, businesses, and communities across the world. Delighting our customers and earning their loyalty drive us, and we experiment, learn fast and get it done, together.

With us, you can be truly be yourself and belong, share inspiration, embrace new opportunities, thrive, and make a real difference.

## What you’ll do

### 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 activities 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 delayed or unsuccessful provisioning and de-provisioning across directories and connected target systems.
• Investigate access-review exceptions, orphaned and dormant accounts and reconciliation issues.
• Track remediation activities to completion while following applicable access-control and security procedures.

### Incident, problem and service management

• Lead L2 technical analysis and service restoration for high-priority IAM and IDM incidents.
• Coordinate cross-domain troubleshooting with L3 support, security, directory, database, infrastructure, network and vendor teams.
• Conduct root-cause analysis, document workarounds and track corrective actions.
• Help reduce recurring identity-service failures through structured problem management.
• Manage incidents, problems and service requests using ITIL practices.
• Monitor ageing work items, SLA risks and service-impacting backlogs.

### Monitoring, automation and continual improvement

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

### AI and AIOps for IAM operations

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

### Operational governance and knowledge management

• Provide clear SLA, KPI, incident, problem, automation and service-improvement updates during operational reviews.
• Maintain runbooks, technical support documentation, known-error records, recovery procedures and audit evidence.
• Contribute to measurable improvements in service availability, provisioning accuracy, restoration performance, monitoring coverage and operational efficiency

## Who you are

### Essential experience and qualifications

• You have at least two years of experience in IT operations, IAM, IDM or enterprise application support, including hands-on production responsibilities.
• You have practical production-support experience with NetIQ Identity Manager and identity lifecycle processes.
• You can troubleshoot NetIQ drivers, connectors, synchronisation processes, provisioning activities, workflows, directories and system integrations.
• You have working knowledge of Unix or Linux, Shell scripting and SQL or PL/SQL.
• You have experience managing incidents, problems and service requests in an SLA-driven production environment.
• You can analyse complex production issues, coordinate L3 or vendor support and document root causes and corrective actions clearly.
• You have experience using monitoring and observability tools and implementing practical operational automation.
• You demonstrate strong analytical, communication and stakeholder-coordination skills.
• You hold a bachelor’s degree or have equivalent relevant professional experience.

### Technical knowledge

• NetIQ Identity Manager administration and production support.
• Identity lifecycle processes, including joiners, movers, leavers, provisioning, de-provisioning, roles, entitlements, access requests and approvals.
• NetIQ drivers, connectors, policies, workflows, synchronisation, reconciliation and event processing.
• Directory services and integration concepts, including LDAP and Active Directory.
• NetIQ eDirectory, Identity Applications, Identity Reporting, Designer, Identity Console and Remote Loader.
• WebLogic or an equivalent application server, including service, JVM, log and connectivity checks.
• REST and SOAP integration concepts, certificates, service accounts and network troubleshooting.
• Monitoring and observability tools such as Dynatrace, Kibana, Datadog, AppDynamics, Splunk or Zabbix.

### Professional capabilities

• Structured incident and problem-solving skills.
• Knowledge of Incident, Problem, Change and Service Request Management.
• Understanding of ITIL practices and SLA or KPI-driven production support.
• Awareness of identity security, access controls, audit evidence and compliance requirements.
• Ability to collaborate effectively with technical teams, service stakeholders and external vendors.
• A continual-improvement mindset with an interest in automation and responsible AI adoption.

### Desirable experience

• ITIL, IAM or NetIQ certification.
• Experience with Oracle Identity and Access Management or another enterprise IAM or identity governance platform.
• Exposure to privileged access management, identity governance or access-certification processes.
• Familiarity with AIOps, generative AI-assisted operations, intelligent triage, anomaly detection or knowledge-assistant use cases.

## 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

• An opportunity to develop specialist expertise in NetIQ Identity Manager and enterprise identity operations.
• Exposure to business-critical identity lifecycle, access governance and security processes.
• Experience working collaboratively with security, infrastructure, application, database, network and vendor teams.
• Opportunities to implement practical automation that reduces manual effort and improves service reliability.
• Exposure to approved AI and AIOps capabilities for intelligent monitoring, incident triage, anomaly detection and operational knowledge management.
• The opportunity to contribute to measurable service improvements across availability, provisioning accuracy, incident restoration, monitoring and compliance.

## 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