Cyberark L3 Senior Support Consultant

THE ROLE

Senior PAM Engineering specialist acting within a Centre of Excellence team, responsible for advanced support, solution delivery, and continuous improvement of CyberArk-based privileged access services.

The role acts as an escalation point for complex incidents, drives problem management, and contributes to service maturity, automation, and best practices within a managed service environment.

WHAT YOU'LL BE DOING

• Act as the final escalation point (L3) for critical P1/P2 privileged access incidents, restoring service rapidly and minimizing business impact in complex CyberArk environments.
• Perform expert-level troubleshooting and root cause analysis across CyberArk PAM components to improve platform stability and reduce recurring issues.
• Work independently on complex changes, enhancements, and implementation activities, ensuring alignment with architecture standards and privileged access security frameworks.
• Lead problem management initiatives, identifying trends, eliminating recurring defects, and driving permanent fixes to improve service reliability.
• Provide advanced CyberArk expertise, applying deep knowledge of privileged account management, credential management, password rotation, session management, access policies, and privileged access workflows.
• Mentor and support L1 and L2 engineers, delivering knowledge transfer, training sessions, and hands-on guidance.
• Engage with CyberArk vendor support at expert level, accelerating resolution of product defects and influencing technical outcomes.
• Design and support robust privileged access management processes, ensuring compliance, audit readiness, and effective control of privileged accounts and access.
• Implement and enhance onboarding of privileged accounts, applications, servers, databases, and other target systems into CyberArk.
• Improve operational efficiency through automation and process optimization, reducing manual effort and incident volume.
• Collaborate with Security, IT, Infrastructure, and Audit stakeholders to align PAM services with organizational risk and compliance requirements.
• Contribute to the ongoing development of Xalient Managed Identity Services (XMIS), enhancing tooling, standards, and delivery practices, and helping shape service capabilities, quality, and continuous improvement initiatives.

WHAT YOU'LL NEED

• 2+ years of hands-on experience implementing and supporting CyberArk PAM, including a good architectural understanding of its technical components.
• Experience with Privileged Access Management and privileged account lifecycle management.
• Experience with CyberArk components such as Privilege Cloud or Enterprise Password Vault (EPV), Central Policy Manager (CPM), Password Vault Web Access (PVWA), and Privileged Session Manager (PSM).
• Experience with privileged account onboarding, account discovery, password management, password rotation, and access policies.
• Experience with Incident, Problem, and Change Management (ITIL-aligned).
• Experience with Root Cause Analysis (RCA) and service improvement.
• Excellent written and verbal communication skills, with the ability to communicate technical issues and concepts in the context of business use cases, including impact assessment, timelines, and support throughout resolution.
• Expertise in analysing and troubleshooting implementation and integration issues within CyberArk PAM.
• Strong understanding of information security fundamentals within the Privileged Access Management and Identity and Access Management domains.
• Experience with privileged session management, session monitoring, recording, and secure access to critical systems.
• Understanding and experience with Active Directory, LDAP, Windows, Linux/Unix, and other infrastructure technologies commonly integrated with CyberArk.
• Understanding and experience connecting to or working with one of the main cloud providers: Azure, AWS, or Google Cloud.
• Experience working with PowerShell, REST APIs, JSON, Postman, and automation or scripting technologies.
• Experience with other PAM or IGA tooling is highly beneficial.

QUALIFICATIONS

• CyberArk certification or equivalent practical CyberArk PAM experience is required.

COMPETENCIES

• Initiative: The willingness to move things forward by acting without needing to be asked and without due escalation.
• Achievement Orientation: The determination to perform at the highest standard, aiming to exceed norms and expectations.
• Customer Orientation: The ability to recognise both internal and external customers and the willingness to cooperate with them fully in order to help them achieve their objectives.
• Analysis: The ability to gather relevant information, identify relationships between different pieces of information, reason from cause to effect, and generate effective solutions to practical problems.
• Adaptability: The ability to maintain effectiveness in a rapidly changing environment and the willingness to respond quickly and positively to change.
• Organising Work: The ability to manage resources and tasks effectively, manage time efficiently, handle multiple activities in parallel, and meet deadlines.
• Professional Expertise: The ability and motivation to apply and develop professional knowledge and share expertise with others.

ABOUT XALIENT

Xalient is an IT consulting and managed services business specializing in modern software-defined networking, security, and communications technologies. Xalient delivers innovative solutions and services to major organizations globally.

The service portfolio ranges from consulting strategies and assessments through to solution design, deployment, and fully managed services, incorporating market-leading technologies in specialist areas.