Responsibilities
- Single Point of Contact for support services
- Lead the complete operations team on technical front
- Respond to the email s for any advisory task.
- On-call support with the aligned support team member.
- Debugging the issues
- Provide the onsite support for Major/Minor upgrade.
- Perform RCA s
- DR Failover drills
- Define any new policies in the PAM Solution
- Break glass password retrieval
- Update documentation as and when required
- Co-ordinate with other teams like Network, Wintel, SIEM, etc. for troubleshooting any issues in existing integrations and features provided by the respective tools / services
To Perform Drills Related to
- DC-DR
- DR-DC Fall-back
- Vault Restoration
- Business continuity with DR environment
Other Required Skills
- Reporting & Platform Maintenance:
- Response to performance alerts and warnings
- Log monitoring and analysis per instance
- Coordination with other resolver groups per instance
- Trend analysis
- Knowledge Management
- Health Monitoring Check-up
- Continuous Service Improvement
- Impact analysis report as & when required
- Reporting:
- ITSM Reporting
- Performance Reporting
- Executive Reporting
- Adhoc Reports
- Ticket Management:
- Incident Management
- Service Request Management
- Problem ticket Management
- Resolve Problems or liaise with CyberArk or Infrastructure teams for resolution
