Job
Description
Sage IT is seeking an IAM / CyberArk Support / IDM Engineer (L1 & L2) to join our dynamic security team. This role will provide support for CyberArk and IAM solutions, addressing incidents, managing user access, and ensuring the security of privileged accounts and identities. The candidate will serve as the first line of support (L1) for incidents, escalated issues (L2), and work on critical IAM systems to maintain business continuity and secure access control. The role involves a blend of technical troubleshooting, system administration, and proactive security measures. Key Responsibilities of Level 1 (L1) Support: CyberArk Support: Provide initial support for CyberArk-related incidents, including access issues, password resets, and account provisioning. Assist with user access management, ensuring compliance with access policies for privileged accounts. Monitor the CyberArk vault and user accounts to ensure smooth functionality and identify any access issues. Respond to support tickets in a timely manner and escalate unresolved issues to L2 support. IAM User Management: Assist with user provisioning and de-provisioning for various systems and applications, ensuring users have the appropriate access rights. Help users with basic identity management tasks, such as resetting passwords, unlocking accounts, and verifying access permissions. Maintain the IAM systems user database, ensuring the integrity of records. Incident Logging & Resolution: Log, track, and resolve basic incidents or requests related to IAM systems and CyberArk, ensuring timely resolution. Escalate incidents that cannot be resolved at L1 to L2 support, providing full documentation and context. Assist with user access certification reviews under the supervision of senior engineers. Monitoring & Alerts: Monitor system health, alerts, and logs from CyberArk and other IAM tools to ensure early detection of potential issues. Respond to and troubleshoot common alerts and resolve straightforward access or authentication issues. Documentation & Knowledge Base Updates: Document common support issues and resolutions, updating the internal knowledge base to improve future troubleshooting. Maintain accurate records of user access changes and incidents in the ticketing system. Level 2 (L2) Support Key Responsibilities Advanced CyberArk Support: Provide in-depth troubleshooting for complex CyberArk issues, including issues with safes, vaults, and access controls. Manage CyberArk vaults, Safes, and policies, ensuring the integrity and security of privileged account credentials. Troubleshoot and resolve issues related to CyberArk PAM (Privileged Access Management) configuration and system integrations. IAM Solution Administration: Support the administration of IAM systems, including access control, identity lifecycle management, and role-based access. Manage complex user access requests, including configuring role-based access controls (RBAC) and implementing least-privilege principles. Assist in configuring and integrating IAM solutions with enterprise applications and platforms. System Integration & Automation: Integrate CyberArk and other IAM systems with enterprise applications and other security tools, improving efficiency and security. Automate identity management processes such as provisioning, de-provisioning, and access reviews to streamline workflows. Participate in the integration of MFA (Multi-Factor Authentication) and SSO (Single Sign-On) systems into the IAM framework. Advanced Troubleshooting & Escalations: Take ownership of unresolved L1 issues, providing deeper technical analysis and resolution. Work closely with other IT departments (Security, Network, Operations) to address system vulnerabilities or outages. Perform in-depth analysis of logs and system behaviors to identify root causes of access issues and correct configurations. Continuous Improvement: Identify and recommend improvements in IAM and CyberArk systems to optimize performance, security, and user experience. Stay updated on new IAM technologies and best practices, bringing recommendations for enhancements to the team. Lead the creation and execution of preventative measures to mitigate IAM-related risks. Education Criteria: bachelors degree in Information Technology, Computer Science, Cybersecurity, or a related field (or equivalent work experience). Related Experience: Proven experience (2+ years for L1, 3-5 years for L2) in Identity and Access Management (IAM) and CyberArk administration. Experience in IAM systems such as CyberArk, Okta, SailPoint, Saviynt or Microsoft Identity Manager. Experience in Active Directory , LDAP , and managing privileged accounts . Strong knowledge of CyberArk PAM solutions (eg, Vault, Safes, Access Control policies). Familiarity with IAM-related security protocols like SSO , MFA , OAuth , SAML . Certifications: CyberArk Certified Delivery Engineer (CDE) or other CyberArk certifications preferred. Certified Identity and Access Manager (CIAM) or similar IAM-related certification is a plus. Technical /Soft Skills: Knowledge of Windows Server , Linux , and networking basics. Exposure with PowerShell or other scripting languages for automation tasks would be an added advantage. Experience with SIEM tools and log management platforms for monitoring and incident detection. Understanding of RBAC , Least Privilege principles, and role-based access controls . Soft Skills: Customer-focused attitude with a strong drive to resolve issues promptly. Strong analytical and problem-solving skills. Good communication skills to interact with both technical and non-technical teams. Ability to work under pressure and prioritize tasks effectively. Work Environment: Collaborative and supportive team environment with opportunities for professional growth. Flexible working hours depending on organizational policy.
