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, VB.Net (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, VB.Net (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
Bachelor’s 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
SYNECHRON’S DIVERSITY & INCLUSION STATEMENT
Diversity & Inclusion are fundamental to our culture, and Synechron is proud to be an equal opportunity workplace and is an affirmative action employer. Our Diversity, Equity, and Inclusion (DEI) initiative ‘Same Difference’ is committed to fostering an inclusive culture – promoting equality, diversity and an environment that is respectful to all. We strongly believe that a diverse workforce helps build stronger, successful businesses as a global company. We encourage applicants from across diverse backgrounds, race, ethnicities, religion, age, marital status, gender, sexual orientations, or disabilities to apply. We empower our global workforce by offering flexible workplace arrangements, mentoring, internal mobility, learning and development programs, and more.
All employment decisions at Synechron are based on business needs, job requirements and individual qualifications, without regard to the applicant’s gender, gender identity, sexual orientation, race, ethnicity, disabled or veteran status, or any other characteristic protected by law.
Candidate Application Notice
Top Skills
What We Do
At Synechron, we believe in the power of digital to transform businesses for the better. Our global consulting firm combines creativity and innovative technology to deliver industry-leading digital solutions. Synechron’s progressive technologies and optimization strategies span end-to-end Artificial Intelligence, Consulting, Digital, Cloud & DevOps, Data, and Software Engineering, servicing an array of noteworthy financial services and technology firms. Through research and development initiatives in our FinLabs we develop solutions for modernization, from Artificial Intelligence and Blockchain to Data Science models, Digital Underwriting, mobile-first applications and more. Over the last 20+ years, our company has been honored with multiple employer awards, recognizing our commitment to our talented teams. With top clients to boast about, Synechron has a global workforce of 14,700+, and has 48 offices in 19 countries within key global markets. For more information on the company, please visit our website: www.synechron.com.
