CyberArk PAM L2 Support Engineer - Banking

Key Responsibilities

• Provide second-line (L2) technical support for the CyberArk PAM platform, ensuring service availability, stability and security.
• Investigate, troubleshoot and resolve incidents involving CyberArk components, including PVWA, CPM, PSM and Vault.
• Diagnose password rotation failures, reconciliation issues, privileged session connectivity problems and authentication errors.
• Support privileged account onboarding, safes administration, access permissions and platform configuration.
• Monitor CyberArk platform health, investigate recurring incidents and contribute to root cause analysis.
• Manage incidents, service requests, problems and changes through ServiceNow in accordance with ITIL processes.
• Support vulnerability remediation, security patching, platform upgrades and production releases.
• Collaborate with third-line engineering, infrastructure, application and security teams to resolve complex technical issues.
• Maintain operational documentation, troubleshooting guides, knowledge articles and standard operating procedures.
• Support Active Directory and LDAP integrations within the PAM environment.
• Contribute to continuous improvement initiatives to enhance service reliability, operational efficiency and security.
• Participate in on-call support arrangements if required.

Essential Skills and Experience

• Approximately 3-5 years of relevant IT/security experience, ideally including 2-3 years working with PAM technologies.
• Strong hands-on experience administering and supporting CyberArk in a production environment.
• Practical knowledge of core CyberArk components: PVWA: Privileged access administration, authentication and troubleshooting. CPM: Password management, rotation, reconciliation and incident resolution. PSM: Privileged session management, connection troubleshooting and operational support. Vault: Privileged credential storage, safes management and platform administration.
• Familiarity with CyberArk Application Access Manager (AAM).
• Experience investigating and resolving L2 incidents rather than solely processing access requests.
• Strong knowledge of Active Directory, LDAP and privileged access management principles.
• Experience using ServiceNow or a comparable IT service management platform.
• Understanding of incident, problem, change and vulnerability management processes.
• Experience supporting production environments, including patching, upgrades and release activities.
• Strong analytical, troubleshooting and communication skills.

Desirable Experience

• Experience with SailPoint or other Identity Governance and Administration (IGA) solutions.
• Knowledge of Microsoft Entra ID / Azure Active Directory.
• Experience supporting PAM platforms within banking, financial services or other regulated environments.
• Familiarity with mainframe environments or financial market infrastructure.
• CyberArk certifications or relevant security qualifications.
• Scripting or automation experience using PowerShell or similar technologies.

The Ideal Candidate

• Enjoy hands-on technical troubleshooting and resolving complex production issues.
• Have practical experience supporting CyberArk within a live enterprise environment.
• Are comfortable taking ownership of L2 incidents and working with L3 teams when required.
• Understand the importance of operational stability, security and service continuity.
• Want to develop their expertise within CyberArk operations rather than move immediately into architecture or project delivery.