Identity Services Senior Engineer

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Identity Services Senior Engineer


£45k + Bonus

Mid Cornwall


Tech, Support

Overview of role

At King’s Service Centre comprehensive support is provided to all IT systems of King’s College London in an enterprise environment. They foster enthusiasm for cutting edge solutions to age old problems. You will have the opportunity to work with multiple talented service teams to develop and deliver creative projects.

This role exists to ensure the day-to-day running of the college Identity Management services are delivered to a high standard and in accordance with defined service level agreements.

It includes proactive management and technical leadership of the Microsoft Identity platform service.

The role is also responsible for the Collaboration continual service improvement ensuring that the college has appropriate and available Collaboration platform services to support its ongoing needs.


Key responsibilities:

  • Responsible for the management of third line support request and customer resolution.
  • Responsible for the support of Microsoft Identity services within the King’s College London environment in line with the agreed college standards and Service Levels.
  • Responsible for the support of College Microsoft Identity services, including service and availability monitoring.
  • In conjunction with the Identity Services Service Lead responsible for identifying and undertaking Service Improvements within the Microsoft Identity Management area.

Key objectives:

  • To support Microsoft Identity Services in line with the agreed SLA levels.
  • Contribute to the delivery of updates or infrastructure upgrades to the Microsoft Identity Services environment.
  • Possess a detailed understanding of Identity Management services within King’s College London and the associated infrastructure components.
  • To contribute to the Collaboration service/product roadmap.
  • To assist the Collaboration manager to prioritise the product backlog for new releases to all customers.

Decision making, planning & problem solving:

  • To support and continually improve the college Microsoft Identity services.
  • Ensure the root cause of all Microsoft Identity related P1, P2 and escalated incidents are obtained and actively seek to eliminate such root causes through a practice of continuous improvement.
  • Work with the Collaboration and IDM Manager to create a forward plan of activities and resources and ensure these are implemented.

Architectural and service delivery:

  • Adhere to a best practice Service Management and Architectural framework (ITIL, TOGAF).
  • Ensure that user experience and satisfaction is at the forefront of all activities.
  • Drive customer satisfaction to over 90% and ensure SLA attainment is consistently above minimum requirements for the Collaboration services.
  • Identify new technologies in the Microsoft Identity arena that can provide benefit to the college.

Key skills and experience required

(E) – Essential

(D) – Desirable

Education/Qualification & Training

Education to degree standard and/or equivalent qualifications/ experience (D)

Ideally Microsoft Certified Solutions Expert or equivalent qualifications and experience (D)

ITIL qualification (Foundation Minimum) (D)



In-depth expertise in Microsoft Identity Manager (MIM) technologies (E).

Demonstrated in-depth experience managing Microsoft Forefront Identity Manager environments (E)

Excellent troubleshooting skills and knowledge of problem resolution methodologies (E)

Good knowledge of IT Security protocols, processes, policies and standards (D)

Experience of managing small projects (D)

Experience in operational IT planning and execution (D)

Involvement in implementing IT security policy and standards (D)

Experienced in IT service management, including change, incident and problem management (E)

Demonstration of the technical skills needed to handle innovation and change resulting from the implementation of new IT solutions (E)


Excellent in-depth experience in the delivery of Microsoft Identity Manager (MIM) solutions (E)

Experience of working with ITIL based Service processes and functions including Service Desk and Service Process Managers (E)

Experience and knowledge of supporting technical solutions in a complex, multi-stakeholder environment (E)

Good knowledge of industry technical standards (E)

Experience of working with enterprise scale applications, infrastructure and software (E)

Proven ability to write technical documentation and operational manuals (D)

Proven ability to support a set of complex operational services (E)

Ability to effectively delegate to less technical staff while maintaining full technical control (E)

Appreciation of the contemporary problems and issues facing the HE sector (D)

In-depth understanding of complex technical issues (E)

Well-developed technical skills, with particular emphasis on advanced troubleshooting, technical management and technical best practice (E)

Demonstrated appreciation of the role of the academic school and departmental disciplines and their specific IT Support needs (E)

Role Specific Requirements

Excellent Microsoft Identity Manager (MIM) knowledge gained within a large enterprise. (E)

Good working knowledge of Office 365 (E)

Good Working knowledge of ADDS, Azure DirSync, Azure AD Sync/Connect, PowerShell (E)

Basic level of competency in Windows Server system administration (D)

Equality, diversity and inclusion

KSC are an inclusive and welcoming employer that encourages a wide range of applicants. They embrace diversity and want everyone to be able to bring their whole selves to work and succeed.

This is in line with KCL.