Job Description

Job Summary

The Senior Administrator for Support and Operations plays a crucial role in providing advanced technical support and operational excellence within the Identity and Access Management (IAM) domain. This role focuses on troubleshooting complex incidents, conducting root cause analysis, and implementing effective solutions to enhance customer satisfaction and security posture. The position requires a solid understanding of CyberArk PAM and IAM project management to ensure compliance with quality standards and regulatory requirements.

Key Responsibilities

1. Provide Technical Leadership By Adhering To Quality Standards, Regulatory Requirements, And Company Policies While Managing Iam Project Operations And Cyberark Pam Implementations.
2. Deliver Support For Complex Incidents Escalated By Analysts, Performing Root Cause Analysis, And Implementing Effective Solutions To Resolve Technical And Security Issues Related To Cyberark Vault, Pvwa, Cpm, And Psm.
3. Engage In Value-Added Activities Such As Updating And Managing The Knowledge Base, Training New Team Members, And Coaching Analysts To Enhance Team Capabilities And Operational Efficiency.
4. Resolve Complex Support Tickets Within Agreed Slas By Collaborating With Cross-Functional Teams To Ensure Seamless Operations And A Robust Security Posture.
5. Drive Positive Customer Experiences And Improve Csat Metrics Through Effective First Call Resolution Strategies, Minimizing Rejected Resolutions And Case Reopenings While Proactively Mitigating Security Threats.

Skill Requirements

1. Advanced Proficiency In Iam Project Management And Cyberark Pam (Vault, Pvwa, Cpm, Psm)
2. Strong Understanding Of Incident Management And Root Cause Analysis Methodologies
3. Excellent Problem-Solving And Analytical Skills
4. Familiarity With Knowledge Management Practices
5. Effective Communication And Coaching Skills

Other Requirements

1. Optional But Valuable Certifications: Cyberark Certified Delivery Engineer (Cde), Certified Information Systems Security Professional (Cissp