Job Summary

IAM  JD

 

• Implementation and Support for complex IAM solutions for large scale customers across various industry verticals
• Play active role in the execution of the project and demonstrate strong technical leadership  
• Demonstrate the capabilities in understanding the clients' business environment and map the requirements into IAM solutions and proactively suggest alternatives as and when required
• Be a strong team player
• Sound knowledge of Service Now tool to manage the SLA & tickets.

 

Required Skills:

Primary Skill:

• Experience in support & troubleshooting  of: -
  • One password
  • MFA, Passkey & Hypr
  • Password Management
  • ISIM
  • BT PAM

• Working knowledge of setup and maintenance Identity Manager infrastructures.
• Experience in implementing Technical specifications.
• Experience in production incident handling, Change Requests, adhering to SLA for production support.
• Ready to work in night shift.
• Must have support at 3 years’ experience in support.
•  Experience in creating and managing Admin roles, tasks and provisioning roles.
• Experience in scheduling and fetching reports and audit data.
• Capable for handling and troubleshooting issue and errors by reviewing logs.
• Excellent communication skills and ability to work with global counterparts.

Qualifications:

• 4-6 years of strong IAM support experience
• Strong oral, written communications skills
• Customer Facing Exposure is must

Key Responsibilities

1. Independently Resolve Support Tickets Related To Cyberark Pam (Vault, Pvwa, Cpm & Psm) And Identity Management, Ensuring Timely Closure Within Agreed Slas.
2. Provide On-Call Support For Escalated Issues, Performing Root Cause Analysis To Identify And Mitigate Recurring Problems In Iam Operations.
3. Update And Manage The Knowledge Base By Documenting Solutions And Best Practices, Facilitating Improved Support Processes.
4. Conduct Training Sessions For New Analysts And Provide Coaching, Enhancing Team Capabilities And Service Delivery.
5. Ensure A Positive Customer Experience By Achieving High First Call Resolution Rates And Minimizing Case Reopenings, Contributing To Overall Customer Satisfaction Metrics.

Skill Requirements

1. Proficient In Identity Access Management, Specifically With Cyberark Pam (Vault, Pvwa, Cpm & Psm).
2. Solid Understanding Of Iam Operations And Support Processes.
3. Familiarity With Regulatory Requirements And Quality Standards In It Operations.
4. Strong Analytical And Problem-Solving Skills For Root Cause Analysis.
5. Effective Communication Skills For Training And Customer Interaction.

Other Requirements

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