Live Services Support Engineer – Identity & Access Management (IdAM)
Cheltenham or London – 5 days per week on-site
Contract – Inside IR35
Security Clearance
Enhanced Developed Vetting (eDV) – UK Nationals only
Role Overview
The Identity and Access Management (IdAM) function provides critical identity, authentication, and access technologies across a diverse and highly secure environment. The Live Services Support Engineer will play a key role in the day-to-day operation, stability, and continuous improvement of IdAM services.
Working within the Live Services team, at the heart of the Enabling Infrastructure Capability group (OneIT), the post holder will support business-critical systems, respond to incidents and service requests, and ensure services meet agreed Service Level Agreements (SLAs). The role also includes onboarding new project deliveries into live support and driving service improvements through automation and best practice.
This is a highly visible role within a complex environment, requiring strong technical capability, excellent communication skills, and the ability to work under pressure.
Key Responsibilities
Live Service Operations & Support
- Provide 2nd/3rd line support for IdAM services via a formal ticketing system.
- Perform daily health checks to ensure availability, performance, and security of services.
- Diagnose, troubleshoot, and resolve incidents in line with prioritised SLAs.
- Respond to customer enquiries in a professional and timely manner.
Proactive Service Management
- Carry out patching, upgrades, and preventative maintenance across IdAM platforms.
- Identify recurring issues and implement long-term fixes to improve service resilience.
- Support automation initiatives to reduce manual effort and improve customer experience.
Systems Integration & Project Support
- Assist with the deployment and integration of IdAM components within a complex, business-critical environment.
- Work closely with Projects to transition new solutions into formal live support.
- Collaborate with Capability Centres, technical Subject Matter Experts, and other support teams.
Documentation & Knowledge Management
- Produce and maintain technical design documents, support guides, and operational procedures.
- Ensure documentation is current, accurate, and suitable for operational handover and audit.
Core Skills & Competencies
- Ability to work effectively both independently and as part of a team.
- Strong time management and prioritisation skills in a pressurised environment.
- Clear and confident communication skills, both technical and non-technical.
- A proactive mindset with a focus on continuous improvement and service quality.
Essential Technical Skills
Candidates must have at least 4 of the following, with a strong willingness to learn the others:
- Windows Server 2012 R2 / 2016 / 2019
- (configuration, deployment, administration, and troubleshooting)
- Active Directory Domain Services (including Group Policy management)
- Active Directory Lightweight Directory Services (AD LDS)
- Active Directory Certificate Services (AD CS)
- Active Directory Federation Services (AD FS)
- Microsoft Identity Manager (MIM) 2016
- Public Key Infrastructure (PKI) concepts and implementation
- Multi-Factor Authentication (MFA) principles
- Hardware Security Modules (HSMs) – preferably Thales
Security & Clearance Information (Important)
- This role requires Enhanced Developed Vetting (eDV).
- Candidates must be:
- British nationals only
- No dual nationality
Clearance Process:
- The eDV process typically takes 10–12 months once the role is offered.
- During the clearance period, candidates are free to work on other contracts or roles.
- This can be pitched as providing long-term contract pipeline and job security once cleared.