Support Engineer - CyberArk EPM

Our Support Engineers serve as an extension of your team, ensuring continuous monitoring, proactive maintenance, and swift issue resolution to keep your privileged access security strategy effective and aligned with business needs. Sample activities are listed below:

• EPM Health Checks: Perform daily EPM health check activities like EPM console monitoring, agent health monitoring, license usage monitoring, integration health monitoring, etc.
• EPM Agent Currency: Monitor vendor security bulletins and perform impact assessment, perform EPM agent upgrade testing, document instructions for EPM agent upgrade, provide inputs for EPM agent packaging, work with end user computing team for EPM agent upgrades, etc.
• EPM Events Monitoring: Monitor EPM events inbox for elevation alerts and provide recommendations on policy enhancements and improvements.
• Troubleshoot and Resolve EPM Agent or Policy Issues: Work on problem tickets, perform initial triage, perform troubleshooting, implement necessary fixes, work with vendor for troubleshooting and resolution as needed.
• Maintain EPM Policies & Environment: Periodically review policies and perform policy updates based on accepted recommendations from policy event monitoring, cleanup stale objects and perform necessary purge operations to maintain the environment.
• EPM Reports and Metrics: Generate reports and provide inputs for metrics reporting.
• Support EPM Enhancements: Provide inputs for planning, implementation and testing of new functionality, policies and processes, provide inputs for ITSM Change requests, attend ITSM change approval board meetings for EPM changes, provide inputs for EPM roadmap planning.
• Maintain Documentation: Update SOPs and installation manuals, maintain KB articles for helpdesk, provide inputs for end user communications and ITSM change requests.