Provide expert Level 3 support for CyberArk and One Identity PAM solutions: troubleshoot complex IAM/PAM issues, perform root cause analysis, manage deployments/upgrades, optimize performance, document procedures, and mentor Level 1/2 teams while ensuring security and compliance across enterprise multi-tenant environments.
Job Summary & Responsibilities
Experience
- 3–5+ years of hands-on experience supporting CyberArk PAM solutions, with working experience or exposure to One Identity (Identity Manager, Governance, or PAM).
- Candidates with strong expertise in one platform and a willingness to build proficiency in the other are encouraged to apply.
- Strong experience troubleshooting complex IAM and PAM issues and performing root cause analysis.
- Experience supporting enterprise or managed services environments with multiple customer tenants is preferred.
Technical Skills
- Expertise in CyberArk core components, including:
- Enterprise Password Vault (EPV)
- Central Policy Manager (CPM)
- Privileged Session Manager (PSM)
- Password Vault Web Access (PVWA)
- Hands-on experience with One Identity Manager (1IM), Identity Governance, and Privileged Access Management (PAM).
- Strong understanding of:
- Active Directory
- LDAP
- Microsoft Entra ID (Azure AD)
- Identity lifecycle management
- User provisioning
- Experience with PowerShell, Python, REST APIs, and automation.
- Familiarity with SQL Server and Oracle databases.
- Working knowledge of Windows, Linux, networking, and SIEM integrations.
Security & Compliance
- Strong understanding of IAM and PAM security principles, including RBAC, Least Privilege, and Segregation of Duties.
- Familiarity with regulatory and compliance frameworks, including GDPR, HIPAA, and SOX.
Communication
- Excellent verbal and written communication skills.
- Ability to explain technical concepts to both technical and non-technical audiences.
- Strong customer engagement and stakeholder management skills.
Certifications (Preferred)
- CyberArk Certified Defender (CCD) preferred.
- One Identity Certified (Identity Manager or equivalent) is a plus.
- CISSP, CISM, CISA, or other IAM/Security certifications are a plus.
Advanced Technical Support
- Provide expert-level support for CyberArk (Enterprise Password Vault, Privileged Session Manager, Central Policy Manager, Password Vault Web Access) and One Identity (Identity Manager, Governance, PAM), resolving complex issues escalated from Level 1 and Level 2 support teams.
- Investigate and resolve issues related to privileged access, identity lifecycle management, access provisioning, governance workflows, authentication, and directory integrations.
- Perform root cause analysis for production issues, system outages, and performance problems while ensuring timely resolution.
Implementation, Maintenance & Optimization
- Assist with deployment, configuration, upgrades, patch management, and integration of CyberArk and One Identity solutions.
- Monitor system health, capacity, and performance across multiple enterprise client environments.
- Identify opportunities to optimize system performance, workflows, automation, and platform stability.
- Support integrations with Active Directory, LDAP, Microsoft Entra ID (Azure AD), enterprise applications, and security tools.
Security & Compliance
- Ensure CyberArk and One Identity environments align with IAM and PAM security best practices, including:
- Role-Based Access Control (RBAC)
- Least Privilege
- Segregation of Duties (SoD)
- Support compliance initiatives across client environments, including GDPR, HIPAA, SOX, and other regulatory requirements.
Documentation & Knowledge Management
- Develop and maintain technical documentation, troubleshooting guides, standard operating procedures (SOPs), and knowledge articles.
- Document recurring issues, resolutions, configurations, and best practices.
- Provide knowledge transfer and mentoring to Level 1 and Level 2 engineers.
Customer & Stakeholder Engagement
- Act as the technical escalation point for high-priority CyberArk and One Identity incidents.
- Communicate effectively with customers, internal stakeholders, OEM vendors, and cross-functional teams.
- Provide technical recommendations and best practices to improve customer environments.
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