Job Description

Job Summary

The Tower Lead for Support & Operations plays a critical role in ensuring the effective management and oversight of Identity and Access Management (IAM) operations, with a particular focus on CyberArk Privileged Access Management (PAM). This position is responsible for timely resolution of escalations, maintaining operational hygiene, and driving initiatives that enhance service delivery in alignment with organizational goals.

Key Responsibilities

1. Ensure The Generation Of Tower Level Employee Engagement And Employee Net Revenue By Implementing Effective Iam Strategies And Initiatives.
2. Oversee The Timely Resolution Of Escalations And Crises, Ensuring All Tasks Are Completed In Accordance With Agreed Service Level Agreements (Slas).
3. Validate And Oversee Operational Hygiene By Regularly Reviewing Reports And Ensuring All Services Are Aligned With The Statement Of Work (Sow).
4. Foster Positive Customer Satisfaction By Developing New Initiatives And Frameworks That Enhance Service Quality And Client Engagement.
5. Implement And Oversee The Profit Improvement Plan (Pip) By Driving Automation And Self-Initiated Projects To Improve Operational Efficiency.

Skill Requirements

1. Proficiency In Iam Operations Management And Cyberark Pam (Vault, Pvwa, Cpm & Psm)
2. Strong Understanding Of Operational Metrics And Sla Management
3. Experience In Developing Customer Satisfaction Frameworks
4. Knowledge Of Automation Tools And Processes Aimed At Operational Improvement

Other Requirements

1. Relevant Certifications In Cyberark Pam Are Optional But Valuable