SME - IAM Operations

Job Summary

Cyberark To clearly understand the client's cybersecurity environment and respective product.To monitor, configure, and troubleshoot cybersecurity issues and related monitoring toolsTo analyse and validate cybersecurity incidents in-detail and help the L3 team with RCA/data or logs collectionTo enable knowledge transfer/trainings through creation/ maintenance of configuration documents, test plans, operational manuals and provide operational training to L1 team.To analyse and fine-tune cybersecurity policies, participate in cybersecurity review calls pertaining to change requests & recommendations on cybersecurity policy changes.To implement changes, monitor security device performance and implements performance tuning when necessary.To prepare analyses and reports to highlight the project progress/challenges and ensure quality and accuracy to the client To adhere to quality standards, regulatory requirements and company policiesTo ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions / Reopen CasesTo participate or contribute on EN business in creation of proposals to drive Service improvement plans.To independently resolve tickets & esnure that the agreed SLA of ticket volume and time are met for the team.To provide support for on call escalations /L3 level support and doing incident & problem managementWork on value adding activities such Knowledge base update & management, Training freshers, coaching analysts & conducting interviews/participation in hiring drives.

Key Responsibilities

Cyberark To clearly understand the client's cybersecurity environment and respective product.To monitor, configure, and troubleshoot cybersecurity issues and related monitoring toolsTo analyse and validate cybersecurity incidents in-detail and help the L3 team with RCA/data or logs collectionTo enable knowledge transfer/trainings through creation/ maintenance of configuration documents, test plans, operational manuals and provide operational training to L1 team.To analyse and fine-tune cybersecurity policies, participate in cybersecurity review calls pertaining to change requests & recommendations on cybersecurity policy changes.To implement changes, monitor security device performance and implements performance tuning when necessary.To prepare analyses and reports to highlight the project progress/challenges and ensure quality and accuracy to the client To adhere to quality standards, regulatory requirements and company policiesTo ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions / Reopen CasesTo participate or contribute on EN business in creation of proposals to drive Service improvement plans.To independently resolve tickets & esnure that the agreed SLA of ticket volume and time are met for the team.To provide support for on call escalations /L3 level support and doing incident & problem managementWork on value adding activities such Knowledge base update & management, Training freshers, coaching analysts & conducting interviews/participation in hiring drives.

Skill Requirements

Cyberark To clearly understand the client's cybersecurity environment and respective product.To monitor, configure, and troubleshoot cybersecurity issues and related monitoring toolsTo analyse and validate cybersecurity incidents in-detail and help the L3 team with RCA/data or logs collectionTo enable knowledge transfer/trainings through creation/ maintenance of configuration documents, test plans, operational manuals and provide operational training to L1 team.To analyse and fine-tune cybersecurity policies, participate in cybersecurity review calls pertaining to change requests & recommendations on cybersecurity policy changes.To implement changes, monitor security device performance and implements performance tuning when necessary.To prepare analyses and reports to highlight the project progress/challenges and ensure quality and accuracy to the client To adhere to quality standards, regulatory requirements and company policiesTo ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions / Reopen CasesTo participate or contribute on EN business in creation of proposals to drive Service improvement plans.To independently resolve tickets & esnure that the agreed SLA of ticket volume and time are met for the team.To provide support for on call escalations /L3 level support and doing incident & problem managementWork on value adding activities such Knowledge base update & management, Training freshers, coaching analysts & conducting interviews/participation in hiring drives.

Other Requirements

Cyberark To clearly understand the client's cybersecurity environment and respective product.To monitor, configure, and troubleshoot cybersecurity issues and related monitoring toolsTo analyse and validate cybersecurity incidents in-detail and help the L3 team with RCA/data or logs collectionTo enable knowledge transfer/trainings through creation/ maintenance of configuration documents, test plans, operational manuals and provide operational training to L1 team.To analyse and fine-tune cybersecurity policies, participate in cybersecurity review calls pertaining to change requests & recommendations on cybersecurity policy changes.To implement changes, monitor security device performance and implements performance tuning when necessary.To prepare analyses and reports to highlight the project progress/challenges and ensure quality and accuracy to the client To adhere to quality standards, regulatory requirements and company policiesTo ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions / Reopen CasesTo participate or contribute on EN business in creation of proposals to drive Service improvement plans.To independently resolve tickets & esnure that the agreed SLA of ticket volume and time are met for the team.To provide support for on call escalations /L3 level support and doing incident & problem managementWork on value adding activities such Knowledge base update & management, Training freshers, coaching analysts & conducting interviews/participation in hiring drives.