Job Description & Summary
The Opportunity
PwC is looking for an experienced CyberArk operations L3 support engineer, within our Privileged Enterprise Identity and Access Management (PAM) team. This team is part of our IT Services Company, an internal function, that provides support to all PwC firms that comprise the global network of PwC firms. In this role, you will provide hands on Level 3 design, deployment, upgrade and configuration support for CyberArk’s Privileged Access Manager solution. PwC maintains one of the largest deployments of CyberArk’s PAM solution across the globe, in terms of the number of instances deployed including both on-premises and cloud-based deployments. Our PAM team is at the forefront of designing, developing, testing and implementing identity solutions that control and minimize PwC’s attack surface, protect our client’s data and secure our intellectual property.
What you will be doing
Design, test, deploy, upgrade, configure and operate multiple instances of CyberArk’s Privileged Access Manager solution, hosted on-premises and in the cloud
Ability to work in a fast-paced environment with changing and shifting priorities
Ability to work non-standard hours including weekends and/or after business hours as required
Participates in a shared on-call shift rotation
Participate in Program Increment (PI) workshops as part of the Enterprise Identity Agile Release Train (ART)
Adheres to operational and service level agreements for the team’s support/assignment queue in ServiceNow
Identify and decommission underutilized infrastructure, cloud resources, configurations, policies, etc. Likewise identify where capacity/growth is required to support the service
Support the building, migration and replacement of CyberArk component servers (inclusive of Vaults)
Configure Vault integration with HSM partitions
Joins troubleshooting and major incident calls as required
Review system and application logs to identify errors and issues
Identify and communicate non-standard or non-compliant configurations
Opens and manages support cases on the CyberArk customer portal and bring to resolution
Define and configure policies, platforms, safes and onboarded objects/accounts
Contribute to and refine high level and detailed design documentation
Quality review CyberArk infrastructure components deployments prior to entering service
Define and configure monitoring scripts across infrastructure including configuration of alerts in Splunk
Conduct and contribute to audits of system configurations and identify gaps for remediation
Adheres to ITSM processes (Change, Incident, Problem, etc)
Drafts and edits weekly end-user or service wide impact communications
Migrates objects between different instances of CyberArk using established procedures and scripts
Configure updated roll-based security models within CyberArk to meet regional compliance requirements
Support adoption of an agile “DevOps” approach to CyberArk component and infrastructure deployment
Follow appropriate release management practices from Development to Production environments
Complete trainings required to operate in PwC operational tools, cloud and DevOps platforms
Draft, publish and maintain comprehensive documentation required to design, deploy, configure and operate CyberArk’s PAM solution
Draft detailed implementation and backout plans, identify dependencies and coordinate across multiple teams to implement complex changes
Meticulously plan changes that minimize or eliminate impact to the CyberArk service
Review and understand release notes for CyberArk’s PAM solution
Support the remediation of monthly vulnerabilities across CyberArk infrastructure
Implement security bulletins provided by CyberArk
Supports the patching of physical vault server firmware/drivers and OS
Request and replace certificates on CyberArk infrastructure prior to expiration
Lead by example and inspire those around you
Possess superior organization skills
Demonstrate the ability to “manage self” and be independent
Be collaborative and a team player
Demonstrate strong analysis, critical thinking and problem-solving skills
Compare and assess data across different sources and make observations from it
Clearly communicate during meetings
Articulate your point of view and ideas to improve processes
Responsive to emails, chats and requests
Escalate issues early before they become problems/blockers
Possess clear and concise writing skills
Ownership of your “space” (projects, tasks)
Demonstrate a natural curiosity to understand PwC technologies and processes and resolve issues
Makes a best effort to search for and use all available resources (i.e. knowledge bases, wikis, other staff) at your disposal
Inspects and delivers quality work
Has a willingness to share lessons learned and share knowledge across the team
Builds upon expertise towards advancing the team’s goals and mission
Differentiates themself within the team by establishing a “brand” and is seen as dependable and trustworthy
Delivers sustained impacted and value
Onboards and mentors new team members
Provides and requests feedback in real time
What we need from you
Experience in deploying, upgrading, configuring, operating, administering and maintaining CyberArk’s Privileged Access Manager solution (full suite)
University bachelor's degree
4+ years combined experience in designing, deploying, upgrading, configuring, operating, administering and maintaining CyberArk’s Privileged Access Manager solution
Experience in configuring logon sequences, CPM plug-ins and PSM connection components
Possesses a superior attention to details
Possesses interpersonal skills (has an ability to interact and work with customers directly)
Experience in using the CyberArk API, PACLI, Export Vault Data utility, Reports, community developed PASReporter tool and psPAS (PowerShell Module for the API)
Understands authentication and authorization concepts including LDAP, MFA, Active Directory, SAML and RADIUS
Understands Microsoft Active Directory, groups, group policy objects and service accounts
Understands identity and access management (IdAM) concepts (i.e. identity system of truth, user provisioning, accounts, entitlements, roles, access certifications, segregation of duties)
Knowledgeable of the Network OSI Layers
Knowledge of DNS
Knowledge of Firewall policies
Understanding of Load Balancing and/or Traffic management
Understanding of Certificates
Experience with Microsoft Windows Server OS and using diagnostic tools (process monitor, event viewer, debug) to troubleshoot
Experience with Microsoft IIS
Knowledgeable of SMTP
Knowledgeable of NTP
Knowledgeable of Syslog
Familiar with ITIL concepts (i.e. incident, request, change, problem, configuration items)
We appreciate the interest shown by all candidates. However, we wish to advise that only suitable candidates will be contacted.