CyberArk Support

Key Responsibilities • Provide L2/L3 technical support for the CyberArk PAM platform. • Administer and support CyberArk components including: • Digital Vault • PVWA • Central Policy Manager (CPM) • Privileged Session Manager (PSM) • Monitor the CyberArk environment and proactively identify operational or availability issues. • Troubleshoot issues related to: • Password rotation and reconciliation • Account onboarding • PSM connectivity and privileged sessions • Vault connectivity • Authentication and authorization • Platform integrations • Service/account failures • Perform onboarding and maintenance of privileged accounts, safes, platforms, policies, and access permissions. • Investigate CyberArk-related incidents and service requests and ensure resolution within agreed SLAs . • Perform root-cause analysis for recurring and major technical issues. • Coordinate with CyberArk/vendor technical support for product defects and complex technical issues. • Support platform patching, upgrades, certificate renewals, configuration changes, and maintenance activities. • Support disaster recovery, backup, high-availability, and platform health-check activities. • Maintain technical documentation, SOPs, known-error records, troubleshooting guides, and operational procedures. • Work with Windows, Linux, database, network, Active Directory, application, and security teams to resolve PAM-related issues. • Support audit and security requirements by providing relevant CyberArk configuration and operational evidence. • Identify repetitive operational activities and opportunities for automation and service improvement. • Provide regular reporting on incidents, recurring failures, outstanding issues, risks, and platform health. Technical Skills Required • Strong hands-on experience with CyberArk PAM administration and support. • Working knowledge of PVWA, CPM, PSM and Digital Vault . • Experience with privileged account onboarding and platform configuration. • Good understanding of: • Windows Server • Linux/Unix • Active Directory • LDAP • Networking • Authentication • SSL/TLS certificates • Database/service accounts • Experience troubleshooting password-management and privileged-session issues. • Knowledge of PowerShell or other scripting/automation technologies is desirable. • Familiarity with ServiceNow or similar ITSM platforms. • Good understanding of Incident, Problem and Change Management processes. Experience & Qualifications • Bachelor’s degree in IT, Computer Science, Cybersecurity, Engineering, or related discipline. • Relevant experience in CyberArk/PAM administration and production support . • CyberArk certification is preferred. • Experience supporting PAM solutions in a banking, financial services, or other regulated enterprise environment is highly desirable. • Experience working in an SLA-driven production support environment. Key Competencies • Strong troubleshooting and analytical capability • Incident management • Cybersecurity and privileged-access awareness • Root-cause analysis • Documentation skills