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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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.
