Job Summary

The Subject Matter Expert (Support & Ops) plays a critical role in ensuring the timely and quality resolution of escalated incidents while maintaining high customer satisfaction. This role demands a deep understanding of OKTA and CyberArk PAM technologies, driving efficient operations and fostering effective communication between technical teams and business stakeholders.

Key Responsibilities

1. Ensure On-Time Resolution And Quality Compliance Of Escalated Tickets And Incidents By Leveraging Expertise In Okta And Cyberark Pam Tools, Adhering To Agreed Service Level Agreements (Slas).
2. Mentor Team Members And Administrators, Prepare Standard Operating Procedures (Sops), And Maintain Comprehensive Documentation To Enhance Operational Efficiency And Knowledge Sharing.
3. Validate Change Order Implementation Plans And Ensure Human Error Compliance While Actively Participating In Capacity Planning Discussions To Optimize Resource Allocation.
4. Facilitate Positive Customer Feedback And Satisfaction By Engaging In Customer Meetings To Address And Resolve Any Operational Issues Effectively.
5. Conduct Thorough Analyses Such As Root Cause Analysis And Trend Analysis, And Prepare Reports To Support Performance Improvement Initiatives, Presenting Findings To Key Business Stakeholders.

Skill Requirements

1. Proficiency In Okta And Cyberark Pam (Vault, Pvwa, Cpm & Psm)
2. Strong Analytical Skills With The Ability To Perform Root Cause And Trend Analysis
3. Excellent Communication And Presentation Abilities To Engage With Business Stakeholders
4. Solid Understanding Of Incident Management Processes And Sla Adherence
5. Familiarity With Capacity Planning And Operational Documentation

Other Requirements

1. Optional But Valuable Certifications: Cyberark Certified Delivery Engineer (Ccde), Okta Certified Administrator