Cyberark Operations Manager

Cyberark Operations Manager

Requirements

• Must have, or be eligible for, reliability clearance from the Canadian government.
• Bachelor’s degree in Computer Science, Information Technology, Cybersecurity, or a related field.
• 5+ years of experience in cybersecurity or PAM operations, with extensive knowledge of CyberArk.
• CyberArk certifications such as Certified Delivery Engineer (CCDE) or Certified Guardian (CCG).
• Proven ability to manage 24/7/365 hybrid operational teams, including onshore and offshore resources.
• Strong operational knowledge of ServiceNow, including ticket workflows, problem/incident management, and SLA tracking.
• Familiarity with Active Directory (AD), Entra ID, and their integration with PAM solutions.
• Experience in using and managing Azure DevOps (ADO) Boards, including tracking tasks, managing workflows, and generating reports.
• Demonstrated ability to work with cross-functional teams and manage multiple stakeholders.
• Experience implementing and maintaining compliance controls for PAM environments, aligned with industry standards like NIST.
• Strong client-facing skills, with the ability to build and maintain trust with clients and stakeholders.

Responsibilities

• Lead and manage a geographically dispersed team of skilled professionals, ensuring the smooth delivery of PAM services.
• Establish clear goals, set performance expectations, and provide constructive feedback.
• Mentor and coach team members, fostering a culture of continuous learning and operational excellence.
• Act as the primary liaison between clients and internal teams, ensuring strong communication and trust in PAM service delivery.
• Address client concerns promptly and ensure high levels of client satisfaction.
• Collaborate with stakeholders to identify opportunities for improvement and innovation in PAM operations.
• Oversee the resolution of incidents, problems, and service requests in line with SLAs.
• Work with the ServiceNow team to optimize workflows and provide accurate operational reporting.
• Maintain controls to ensure compliance with security policies in place.
• Conduct regular reviews and audits to identify gaps and ensure adherence to security policies.
• Partner with the IAM team, Vulnerability Management team, and other IT/security teams to address operational needs and coordinate efforts.
• Support privileged access remediation and vulnerability mitigation activities in partnership with these teams.
• Oversee account onboarding, credential management, and session monitoring within CyberArk.
• Address operational issues and guide resolution for escalated CyberArk-related problems.
• Monitor system performance and implement preventive measures to maintain uptime and stability.
• Apply patches and hotfixes to keep the environment secure.
• Monitor and resolve vulnerabilities, ensuring uninterrupted system performance.
• Troubleshoot technical issues and ensure resolution within SLA timelines.
• Maintain accurate and detailed documentation of PAM policies, processes, and operational activities.
• Generate and present reports on SLA performance, compliance status, and audit findings to internal and external stakeholders.
• Manage the integration of CyberArk with new and existing applications.
• Develop and test custom connectors and out-of-the-box plugins.
• Troubleshoot integration issues and ensure seamless connectivity across environments.
• Conduct regular DR and failover tests, validating the readiness and reliability of CyberArk environments.
• Provide comprehensive documentation and evidence of successful DR and failover tests.

Preferred Qualifications

• CISSP, CISM, or other relevant cybersecurity certifications.
• Strong organizational skills with a focus on meeting SLAs and maintaining operational excellence.
• Proficiency in creating and maintaining custom integrations and connectors for PAM solutions.
• Ability to manage multiple priorities and deliver in a fast-paced operational role.
• Effective communication and leadership skills, with a focus on collaboration and problem-solving.
• Demonstrated ability to improve processes and streamline operations in a PAM environment.
• A deep understanding of compliance requirements and experience conducting audits in a PAM environment.