One Identity Manager Engineer

Responsibilities

• Provide expert-level support for One Identity Manager, resolving complex technical issues escalated by Level 2 support teams.
• Own end-to-end diagnosis of synchronisation failures, Job Queue and DBQueue processing issues, IT Shop workflow breakdowns, and identity lifecycle errors.
• Act as the escalation point for high-priority (P1/P2) incidents, including working independently when covering a shift alone.
• Lead investigations into production outages and performance degradation, ensuring timely resolution with clear customer communication.
• Analyse issues using Object Browser, Job Queue Info, Synchronisation Editor logs, and direct SQL queries against the Identity Manager database.
• Trace data flow from the authoritative source through the IGA engine to target systems to isolate the single point of failure. Fix at root cause, not symptom, and verify resolution holds on the next processing cycle.
• Monitor environment health, including Job Service queue depth, DBQueue Processor backlog and synchronisation run performance. Distinguish a DBQueue backlog from a genuine fault and communicate the difference clearly to customer stakeholders.
• Raise and manage cases with One Identity (OEM) support, working from log analysis before engaging the vendor.
• Support version upgrades and patch management, including Configuration Wizard execution, database compile, post-upgrade validation and transport discipline across development, test and production environments. Help the customer resolve issues that arise during upgrades and patches.
• Provide guidance and best practices on synchronisation projects, IT Shop structures, approval workflows, business and dynamic roles, and SoD rules. Hands-on implementation work is limited and on demand.
• Develop and maintain troubleshooting runbooks, SOPs and knowledge base articles, and transfer knowledge to Tier 1 and Tier 2 engineers.
• Provide structured updates, RCA documentation and resolution summaries that are audit-ready and customer-appropriate.

Location and shift

• Location: Hyderabad, Bangalore, Gurugram, Pune and Mumbai.
• Shift: 5:30 AM to 2:30 PM IST, supporting Japan business hours (9:00 AM to 5:30 PM JST).
• On-call support for major incident (P1) issues. Arrangements are shared during the hiring process.

Qualifications

Must have

• 3–5+ years of hands-on experience with One Identity Manager in a support, implementation, or managed services capacity. Experience should show independent handling of escalations, root cause analysis and P1/P2 incidents, not only routine access requests.
• Deep working knowledge of the One Identity Manager data model: Person objects, account definitions, Unified Namespace, UNSAccount, PersonInBaseTree, business roles, dynamic roles, and inheritance.
• Experience diagnosing Job Queue and DBQueue Processor issues, process step failures, and Job Service performance problems.
• Hands-on experience with Synchronisation Editor: sync projects, schema classes, object matching rules, property mapping rules, variable sets, revision filtering, and start-up configurations.
• T-SQL / SQL Server: proficient in querying the Identity Manager database for diagnostics, job history analysis, and orphan account identification.
• Solid understanding of identity lifecycle (joiner-mover-leaver), authoritative source vs. target system concepts, provisioning, deprovisioning, and reconciliation.
• Working experience with IT Shop configuration, approval workflows, RBAC, ABAC, SoD rule management, and access certification campaigns.
• Active Directory, LDAP, and Entra ID integration and troubleshooting.
• Experience raising and working cases with One Identity (OEM) support, and supporting version upgrades and patch cycles.
• Basic scripting knowledge for automation, such as PowerShell, REST APIs and bulk uploads.
• Proficiency with ServiceNow for incident, change, and problem management, and working knowledge of ITIL processes.
• Strong understanding of Windows Server.
• Strong analytical and troubleshooting skills with the ability to work under escalation pressure, manage complex multi-system failures, and diagnose from logs before engaging the OEM.
• Excellent written and verbal communication skills, with the ability to work with technical and non-technical stakeholders, document RCA findings and write structured knowledge base articles.

Good to have

• One Identity Manager Technical Specialist certification. Strong hands-on experience is valued equally.
• VB.NET: able to read and debug templates, format scripts and custom scripts in Designer and System Debugger.
• One Identity Manager Implementation Professional certification, or CISSP, CISM or an equivalent IAM/security certification.
• Experience with One Identity Safeguard, CyberArk or other PAM platforms, including the IGA-to-PAM handoff.
• Exposure to AWS EC2 or Azure hosted Identity Manager deployments, and Linux familiarity.
• Experience in regulated industries such as financial services or insurance, with awareness of SOX, GDPR, or equivalent frameworks.
• Prior managed services or multi-tenant support experience, and experience working with global or cross-cultural teams.

Want to learn more about WWT? Check us out on our platform:

The well-being of WWT employees is essential. So, when it comes to our benefits package, WWT has one of the best. We offer the following benefits to all full-time employees:

• Health and Wellbeing: Health, Dental, and Vision Care, Onsite Health Centers, Employee Assistance Program, Wellness program
• Financial Benefits: Competitive pay, Profit Sharing, PF Plan with Company Matching, NPS (National Pension Scheme), Life and Disability Insurance, Tuition Reimbursement
• Paid Time Off: PTO & Holidays, Parental Leave, Sick Leave, Day of Caring for social responsibility, Bereavement.

Note: This is not an all-encompassing list and should not be used as a complete description of the plan's benefits.

We strive to create an environment where all employees are empowered to succeed based on their skills, performance, and dedication. Our goal is to cultivate a culture of belonging that encourages innovation, collaboration, and respect for all team members, ensuring that WWT remains a great place to work for All!

If you require accessibility accommodation(s) or adjustment during any stage of the hiring process, please let your WWT Recruiter know. The recruiter will work with you to understand your needs and help ensure accessible experience throughout the interview process.

World Wide Technology (WWT) strives to make a new world happen. WWT's work benefits clients and partners as much as it does its people and community across the globe.

Founded in 1990, WWT brings together strategy, deep technical expertise and world-class partnerships to help public and private sector organizations design, build and scale intelligent AI, digital, cybersecurity, cloud and infrastructure solutions. Through its Advanced Technology Center (ATC)—a collaborative ecosystem featuring state-of-the-art hardware and software—WWT enables clients and partners to conceptualize, test and validate innovative technology and then deploy solutions at scale using its global integration and distribution capabilities.

With more than 14,000 team members and over 60 locations globally, WWT's culture—grounded in core values and leadership philosophies, has been recognized by Fortune® and Great Place to Work® for its commitment to innovation, trust and creating a great place to work for all. WWT provides products and services to large enterprise, global service provider and public sector clients in up to 130 countries across six continents. Softchoice, a World Wide Technology company, supports commercial and SMB markets in the U.S. and Canada.

WWT has grown in India over the last few years to 500+ employees, increasing its footprints in major cities including Mumbai, Bengaluru, Hyderabad, Gurgaon & Pune. WWT India is ranked 3rd by Great Place to Work® for 2026 in mid-sized category. Want to work with highly motivated individuals on high-performance teams? Join WWT today!

What will you be doing?

We are seeking an experienced Level 3 One Identity Manager Engineer to join our Managed Services Day 2 Operations team. You will provide advanced support for One Identity Manager (OIM) Identity Governance and Administration (IGA) solutions, troubleshoot complex issues, and keep identity lifecycle, governance workflows and target system synchronisation running smoothly and in compliance. This is primarily a support and troubleshooting role. The ideal candidate has deep technical expertise in One Identity Manager, strong root cause analysis skills, and the ability to work independently on escalations that Tier 1 and Tier 2 cannot resolve.