Deputy 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 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

## Who you are

• At least four years of experience in IT operations, IAM or IDM, or enterprise application support, including hands-on production responsibility.
• Strong production-support knowledge of NetIQ Identity Manager and identity-lifecycle processes.
• Practical experience troubleshooting NetIQ drivers, connectors, synchronisation, provisioning, workflows, directories and integrations.
• Knowledge of joiner, mover and leaver processes, roles, entitlements, access requests and approvals.
• Experience with NetIQ eDirectory, Identity Applications, Identity Reporting, Designer, Identity Console or Remote Loader.
• Good working knowledge of LDAP and Active Directory concepts.
• Strong Unix or Linux operations and Shell-scripting capabilities.
• Practical Oracle SQL and PL/SQL skills for production analysis, validation and automation.
• Experience supporting WebLogic or an equivalent application server, including logs, services, JVMs and connectivity checks.
• Knowledge of REST and SOAP integrations, certificates, service accounts and network troubleshooting.
• Experience with at least one monitoring or observability platform, such as Dynatrace, Kibana, Datadog, AppDynamics, Splunk or Zabbix.
• Experience managing incidents, problems, changes and service requests in an SLA-driven environment.
• The ability to analyse complex production issues and coordinate effectively with L3 teams, vendors and other technical stakeholders.
• Strong analytical, communication, documentation and stakeholder-coordination skills.
• A bachelor’s degree or equivalent relevant professional experience.

ITIL, IAM or NetIQ certifications would be advantageous. Exposure to Oracle Identity and Access Management, another enterprise IAM or IGA platform, privileged access management, access certification, AIOps or generative AI-assisted operations would also be beneficial.

## 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 work with enterprise-scale identity and access management services that support critical business operations.
• Practical involvement across identity lifecycle, access controls, application operations, monitoring and service management.
• Exposure to cross-functional collaboration with security, directory, application, database, infrastructure, network and vendor teams.
• Opportunities to improve service reliability through automation, proactive monitoring and continual service improvement.
• Experience applying approved AI and AIOps capabilities to operational use cases while maintaining appropriate security and compliance controls.

## 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