CyberArk Operations Manager

We Are
Accenture Security helps organizations prepare, protect, detect, respond, and recover along all points of the security lifecycle. Cybersecurity challenges are different for every business in every industry. Leveraging our global resources and advanced technologies, we create integrated, turnkey solutions tailored to our clients’ needs across their entire value chain. Whether we’re defending against known cyberattacks, detecting and responding to the unknown, or running an entire security operations center, we will help companies build cyber resilience to grow with confidence. Our team of the security sector’s brightest people use the coolest tech to out-hack the hackers and help clients build resilience from within. We blend risk strategy, digital identity, cyber defense, application security and managed service solutions to rethink the entire security lifecycle.

You Are
Passionate about security, love what you do and have a genuine desire to outsmart the bad guys. You have the experience to analyze a clients’ security posture, anticipate security requirements and help find right-sized solutions based on industry leading practices. You have a proven track record working successfully in a fast-paced, team-oriented environment. You’re a creative, analytical problem solver with above average documentation skills who can speak to both technical and non-technical audiences. Can apply deep security skills to design, build and protect enterprise systems, applications, data, assets and people for Accenture and our clients. You are eager to put your skills to use by helping us help our clients inject security at every level of their organization.

JOB DESCRIPTION
We are seeking a Privileged Access Management (PAM) Manager to lead operational support for CyberArk PAM solutions. This is a long-term operational role requiring a 24/7/365 hybrid operational support model, with a focus on ensuring compliance, incident response, and continuous improvement. The ideal candidate will have deep CyberArk expertise, strong team leadership skills, and experience collaborating with cross-functional teams to meet operational and governance objectives.

RESPONSIBILITIES:
You will lead and manage a geographically dispersed team of skilled professionals, ensuring the smooth delivery of PAM services. As a leader, your primary responsibilities will include:

1. Establishing clear goals, setting performance expectations, and providing constructive feedback.
2. Mentoring and coaching team members, fostering a culture of continuous learning and operational excellence.

Acting as the primary liaison between clients and internal teams, you will ensure strong communication and trust in PAM service delivery. Key responsibilities include:

1. Addressing client concerns promptly and ensuring high levels of client satisfaction.
2. Collaborating with stakeholders to identify opportunities for improvement and innovation in PAM operations.

ServiceNow is central to your role in managing ticket workflows and maintaining operational standards. Specific duties include:

1. Overseeing the resolution of incidents, problems, and service requests in line with SLAs.
2. Working with the ServiceNow team to optimize workflows and provide accurate operational reporting.

You will ensure the CyberArk environment aligns with internal policies and industry best practices. Your responsibilities in this area include:

1. Maintaining controls to ensure compliance with security policies in place.
2. Conducting regular reviews and audits to identify gaps and ensure adherence to security policies.

Collaboration is critical to this role, as you will work with various teams to align on goals and strategies. You will:

1. Partner with the IAM team, Vulnerability Management team, and other IT/security teams to address operational needs and coordinate efforts.
2. Support privileged access remediation and vulnerability mitigation activities in partnership with these teams.

Your expertise in CyberArk will ensure the ongoing stability and security of the PAM infrastructure. Responsibilities include:

1. Overseeing account onboarding, credential management, and session monitoring within CyberArk.
2. Addressing operational issues and guiding resolution for escalated CyberArk-related problems.
3. Monitoring system performance and implementing preventive measures to maintain uptime and stability.
4. Apply patches and hotfixes to keep the environment secure.
5. Monitor and resolve vulnerabilities, ensuring uninterrupted system performance.
6. Troubleshoot technical issues and ensure resolution within SLA timelines.

Documentation and reporting are essential to maintaining operational transparency and accountability. You will:

1. Maintain accurate and detailed documentation of PAM policies, processes, and operational activities.
2. Generate and present reports on SLA performance, compliance status, and audit findings to internal and external stakeholders.

Integration and Customization:
Manage the integration of CyberArk with new and existing applications.

1. Develop and test custom connectors and out-of-the-box plugins.
2. Troubleshoot integration issues and ensure seamless connectivity across environments.

Ensure robust disaster recovery and failover capabilities for CyberArk systems.

1. Conduct regular DR and failover tests, validating the readiness and reliability of CyberArk environments.
2. Provide comprehensive documentation and evidence of successful DR and failover tests.

Required Skills:
• 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.

Certifications (Preferred):
• CISSP, CISM, or other relevant cybersecurity certifications.

Desired Skills:
• 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.

Why Join Us?
• Be part of a long-term operational role, managing a team and driving the success of PAM services.
• Collaborate with dynamic teams across security, IT, and business functions.
• Opportunity to enhance and refine a critical PAM environment, ensuring compliance and operational excellence.
If you’re passionate about CyberArk, team leadership, and operational excellence, we invite you to apply and make a meaningful impact in our organization.