SME - IAM Project management

HCLTech; Florida; On-site; USD 110,000 - 160,000; Full time

Job summary

HCL Technologies Limited is seeking a Subject Matter Expert (Support & Ops) to manage escalated IAM incidents leveraging CyberArk PAM and strong project management. The role emphasizes mentoring teams, documenting SOPs, and driving ongoing improvements through analytics and stakeholder discussions.

The candidate will engage in capacity planning, change management, and customer meetings to ensure timely resolutions and high customer satisfaction across IAM operations.

Qualifications

• Proficient in IAM project management methodologies and CyberArk PAM implementations.
• Strong analytical skills focused on incident resolution and performance reporting.
• Excellent communication and presentation skills for stakeholder engagement.
• Familiar with change management processes and capacity planning principles.

Responsibilities

• Ensure on-time resolution and quality compliance of escalated IAM incidents according to SLAs.
• Mentor team members and administrators on CyberArk PAM implementations and SOPs.
• Validate change order plans and participate in capacity planning to optimize resources.
• Participate in customer meetings to gather feedback and improve customer experience.
• Prepare detailed root-cause and trend analyses and present findings to stakeholders.

Skills

IAM PM

Incident resolution

Performance reporting

Stakeholder communication

Change management

Capacity planning

Tools

CyberArk PAM – Vault

CyberArk PAM – PVWA

CyberArk PAM – CPM

CyberArk PAM – PSM

Job description

The Subject Matter Expert (Support & Ops) plays a critical role in managing and resolving escalated incidents within the Identity and Access Management (IAM) domain. This position ensures timely and quality compliance in incident resolution, while enhancing customer satisfaction through effective communication and mentoring. The SME will leverage their expertise in CyberArk PAM and IAM project management to drive operational excellence and facilitate strategic discussions with stakeholders.

Key Responsibilities

• Ensure On-Time Resolution And Quality Compliance Of Escalated Incidents By Applying Iam Project Management Principles And Cyberark Pam Tools, Adhering To Agreed Slas To Maintain Operational Efficiency.
• Mentor Team Members And Administrators By Sharing Best Practices In Cyberark Pam Implementations, While Preparing Standard Operating Procedures And Maintaining Comprehensive Documentation For Knowledge Sharing.
• Validate Change Order Implementation Plans And Human Error Compliance, While Engaging In Capacity Planning Activities To Optimize Resource Allocation And Operational Readiness.
• Actively Participate In Customer Meetings To Gather Feedback And Understand Issues Faced, Ensuring Positive Customer Experience And Satisfaction Through Effective Communication And Solution-Oriented Discussions.
• Validate Analyses Such As Root Cause And Trend Analysis, Preparing Detailed Reports To Present Findings And Recommendations To Key Business Stakeholders For Informed Decision-Making And Performance Improvement.

Skill Requirements

• Proficient In Iam Project Management Methodologies And Cyberark Pam (Vault, Pvwa, Cpm & Psm).
• Strong Analytical Skills With An Emphasis On Incident Resolution And Performance Reporting.
• Excellent Communication And Presentation Skills To Engage Effectively With Stakeholders.
• Familiarity With Change Management Processes And Capacity Planning Principles.

Other Requirements

• Optional But Valuable Certifications: Cyberark Certified Implementation Engineer, Iam-Related Certifications (E.G., Certified Identity And Access Manager)