Overview
Our client is seeking an experienced IAM/PAM Engineer to join a 24/7 operations support team. This role is responsible for providing production support, incident resolution, monitoring, and troubleshooting for enterprise Identity and Access Management (IAM) and Privileged Access Management (PAM) platforms.
The successful candidate will support critical identity security services, including identity governance, privileged access controls, and secrets management technologies. This position requires strong technical expertise, excellent problem-solving skills, and the flexibility to provide support during evening and weekend schedules aligned with US business hours.
Key Responsibilities
- Provide operational and production support for enterprise IAM, PAM, and secrets management platforms.
- Monitor system performance and proactively identify potential issues to ensure platform stability and availability.
- Investigate, troubleshoot, and resolve technical incidents in accordance with established service level agreements (SLAs).
- Collaborate with engineering, infrastructure, application, and security teams to address complex operational issues.
- Support identity lifecycle management processes, access provisioning activities, and privileged account administration.
- Perform root cause analysis and contribute to problem management initiatives aimed at preventing recurring incidents.
- Participate in rotational on-call support, including evenings, weekends, and other scheduled coverage periods.
- Maintain operational documentation and provide timely updates on incident status and resolution activities.
Required Qualifications
- Experience supporting Identity and Access Management (IAM) and/or Privileged Access Management (PAM) platforms SailPoint IdentityIQ & CyberArk in an enterprise environment.
- Understanding of IAM, IGA, and PAM concepts, processes, and security best practices.
- Familiarity with ITIL-based service management processes, including incident, problem, and change management.
- Working knowledge of Java and BeanShell scripting for troubleshooting and debugging activities.
- Experience with Active Directory, LDAP, Microsoft Entra ID (Azure AD), and REST API integrations.
- Understanding of identity lifecycle management, access request workflows, and account provisioning processes.
- Familiarity with secrets management technologies, certificate management, and Public Key Infrastructure (PKI).
- Experience supporting large-scale enterprise identity security environments.
- Exposure to automation, monitoring, and operational support tools.
- Strong analytical, troubleshooting, and problem-solving capabilities.
- Excellent verbal and written communication skills.