Key Responsibilities

• Provide L2/L3 technical support for the CyberArk PAM platform.

• Administer and support CyberArk components including:

• Digital Vault

• PVWA

• Central Policy Manager (CPM)

• Privileged Session Manager (PSM)

• Monitor the CyberArk environment and proactively identify operational or availability issues.

• Troubleshoot issues related to:

• Password rotation and reconciliation

• Account onboarding

• PSM connectivity and privileged sessions

• Vault connectivity

• Authentication and authorization

• Platform integrations

• Service/account failures

• Perform onboarding and maintenance of privileged accounts, safes, platforms, policies, and access permissions.

• Investigate CyberArk-related incidents and service requests and ensure resolution within agreed SLAs.

• Perform root-cause analysis for recurring and major technical issues.

• Coordinate with CyberArk/vendor technical support for product defects and complex technical issues.

• Support platform patching, upgrades, certificate renewals, configuration changes, and maintenance activities.

• Support disaster recovery, backup, high-availability, and platform health-check activities.

• Maintain technical documentation, SOPs, known-error records, troubleshooting guides, and operational procedures.

• Work with Windows, Linux, database, network, Active Directory, application, and security teams to resolve PAM-related issues.

• Support audit and security requirements by providing relevant CyberArk configuration and operational evidence.

• Identify repetitive operational activities and opportunities for automation and service improvement.

• Provide regular reporting on incidents, recurring failures, outstanding issues, risks, and platform health.

Desired Candidate Profile

Technical Skills Required

• Strong hands-on experience with CyberArk PAM administration and support.

• Working knowledge of PVWA, CPM, PSM and Digital Vault.

• Experience with privileged account onboarding and platform configuration.

• Good understanding of:

• Windows Server

• Linux/Unix

• Active Directory

• LDAP

• Networking

• Authentication

• SSL/TLS certificates

• Database/service accounts

• Experience troubleshooting password-management and privileged-session issues.

• Knowledge of PowerShell or other scripting/automation technologies is desirable.

• Familiarity with ServiceNow or similar ITSM platforms.

• Good understanding of Incident, Problem and Change Management processes.

Experience & Qualifications

• Bachelor’s degree in IT, Computer Science, Cybersecurity, Engineering, or related discipline.

• Relevant experience in CyberArk/PAM administration and production support.

• CyberArk certification is preferred.

• Experience supporting PAM solutions in a banking, financial services, or other regulated enterprise environment is highly desirable.

• Experience working in an SLA-driven production support environment.

Key Competencies

• Strong troubleshooting and analytical capability

• Incident management

• Cybersecurity and privileged-access awareness

• Root-cause analysis

• Documentation skills