SME - IAM Operations

HCLTech; United States; On-site; USD 110,000 - 170,000; Full time

Benefits offered by this job

CyberArk Certification (optional)

CIAM Certification (optional)

Job summary

HCL Technologies Limited is seeking an IAM Operations SME to lead the resolution of escalated incidents within the Support & Operations team, with emphasis on CyberArk PAM technologies to ensure SLA adherence and high service quality.

You will mentor teammates, create SOPs, maintain documentation, and engage stakeholders to drive operational excellence while performing root cause and trend analyses for performance reporting.

Qualifications

• Experience with IAM concepts and CyberArk PAM technologies.
• Proficient in incident management and SLA adherence.
• Ability to document SOPs and maintain knowledge bases.
• Strong analytical skills for root cause and trend analysis.
• Excellent communication and stakeholder management.

Responsibilities

• Ensure timely resolution and quality compliance of escalated incidents in IAM operations using CyberArk PAM technologies.
• Mentor team members on IAM best practices and develop SOPs with comprehensive documentation.
• Validate change order plans and participate in capacity planning discussions to optimize resources.
• Engage in customer meetings to gather feedback and improve customer satisfaction.
• Conduct root cause and trend analyses to prepare performance reports for key stakeholders.

Skills

IAM Principles

CyberArk PAM Technologies

Incident Management

Documentation & SOPs

Stakeholder Management

Tools

CyberArk Vault

CyberArk PSM

CyberArk CPM

Pvwa

Job description

Career Opportunities: SME - IAM Operations (185403)

Requisition ID185403-Posted10/27/2026

The IAM Operations Subject Matter Expert plays a crucial role in ensuring the efficient resolution of escalated incidents and adherence to service level agreements (SLAs) within the Support & Operations team. This role demands a strong understanding of Identity and Access Management (IAM) processes, particularly with CyberArk PAM technologies, to enhance service delivery and maintain high levels of customer satisfaction. The expert will also engage in mentoring, documentation, and stakeholder communication to drive operational excellence.

Key Responsibilities

• Ensure Timely Resolution And Quality Compliance Of Escalated Incidents Related To Iam Operations, Utilizing Cyberark Pam Technologies For Effective Incident Management As Per The Established Slas.
• Mentor Team Members And Administrators On Iam Best Practices, While Preparing Standard Operating Procedures (Sops) And Maintaining Comprehensive Documentation To Promote Knowledge Sharing Within The Team.
• Validate Change Order Implementation Plans And Ensure Compliance With Human Error Protocols, Actively Participating In Capacity Planning Discussions To Optimize Resource Allocation.
• Foster Positive Customer Relationships By Engaging In Customer Meetings To Gather Feedback And Understand Operational Challenges, Ensuring High Levels Of Customer Satisfaction.
• Conduct Thorough Analyses, Including Root Cause Analysis And Trend Analysis, To Validate Findings And Prepare Performance Reports For Presentation To Key Business Stakeholders.

Skill Requirements

• Strong Understanding Of Iam Principles And Cyberark Pam Technologies, Specifically Vault, Pvwa, Cpm, And Psm.
• Proficient In Incident Management Processes And Adherence To Sla Requirements.
• Excellent Documentation Skills With The Ability To Create Sops And Maintain Knowledge Bases.
• Strong Analytical Skills For Conducting Root Cause And Trend Analysis.
• Effective Communication And Stakeholder Management Skills.

Other Requirements

• Certification In Cyberark Certified Delivery Engineer (Optional But Valuable).
• Iam-Related Certifications Such As Certified Identity And Access Manager (Ciam) (Optional But Valuable)