Job Description

JOB DESCRIPTION Role Proficiency: Resolve L1 Incident and service requests within agreed SLA Outcomes: 1) Monitor customer infrastructure using tools or defined SOPs to identify failures and mitigate the same by raising tickets with defined priority and severity2) Update SOP with updated troubleshooting instructions and process changes3) Mentor new team members in understanding customer infrastructure and processes4) Perform alert analysis for driving incident reduction5) Resolve L1 incidents and service requests Measures of Outcomes: 1) SLA Adherence2) Compliance towards runbook based troubleshooting process3) Time bound elevations and routing of tickets - OLA Adherence4) Schedule Adherence in managing ticket backlogs5) # of NCs in internal/external audits6) Number of KB changes suggested7) Production readiness of new joiners within agreed timeline by one-on-one mentorship8) % Completion of all mandatory training requirements9) Number of tickets reduced by alert analysis 10) Number of installation SR handled for endpoints / change tasks completed for infrastructure 11) Number of L1 tickets closed Outputs Expected: Monitoring: Understand Priority and Severity based on ITIL practice. Understand agreed SLA with customer and adhere. Repetitive alert analysis for finding high ticket generating Cis. Adhere to ITIL best practices Runbook Reference/Change: Follow runbook for troubleshooting record troubleshooting steps and provide inputs for runbook changes. Escalation/Elevation/Routing of tickets: Escalate within organization/customer peer in case of resolution delay. Understand OLA between delivery layers (L1 L2 L3 etc) adhere to OLA route the tickets to relevant queue initiate intimation respective teams/customer based on defiled process. Tickets Backlog/Resolution: Follow up on tickets based on agreed timelines manage ticket backlogs/last activity as per defined process. Resolve incidents and SRs within agreed timelines. Execute change tasks for infrastructure. Collaboration: Collaborate with different towers of delivery for ticket resolution (within SLA) document learnings for self-reference. Close/resole L1 tickets with help from respective tower. Actively participate in team/organization-wide initiatives. Installation: Install software software/tools and patches Stakeholder Management: Lead the customer and vendor calls. Organize meetings with different stake holders. Participate in RCA meetings. Process Adherence: Thorough understanding of organization and customer defined process. Consult with mentor when in doubt. Adherence to defined processes. Adhere to organization\' s policies and business conduct. Training: On time completion of all mandatory training requirements of organization and customer. Provide On floor training and one-on-one mentorship for new joiners. Performance Management: Update FAST Goals in NorthStar track report and seek continues feedback from peers and manager. Set goals and provide feedback for mentees. Assist new team members to understand the customer environment. Skill Examples: 1) Good communication skills (Written verbal and email etiquette) to interact with different teams and customers2) Networking:a. Good in Monitoring tools and Device back up schedulingb. Basic DHCP and DNS configuration in routers and switchesc. Basic troubleshooting skills in \'show ip route\' \'sh mac address-table\' etcd. Static and dynamic IP routing protocols basics3) Server:a. Basic to intermediate powershell / BASH/Python scripting skillsb. Manual patch of QA serverc. Analyse space alerts from a server and engage Capacity Mgmt. team for disc expansion4) Storage and Back upa. Ability to handle Storage and Backup issues independentlyb. Ability to handle Vendor management Device management Storage array managementc. Perform Hardware upgrades firmware upgrades Vulnerability remediationd. Ticket analysis Storage and backup Performance management various trouble shootings5) Database:a. Patching and upgrading the DB server and application toolsb. Tweak queries making them run as fast as possiblec. Logical and Physical Schema design (indexing constraints partitioning etc.)d. Ability to visualize debug the end-to-end flow of business transaction model and applicationse. DB migration export/import Knowledge Examples: 1) Fair understanding of customer infrastructure ability to co-relate failures 2) Monitoring knowledge in infrastructure tools3) Networkinga. IP addressing and Subnetting knowledgeb. Preferably certified in Cisco\'s basic certification trackc. IOS upgradation knowledge and IOS patching knowledge4) Servera. Intermediate level knowledge in active directory DNS DHCP DFS IIS patch managementb. Strong knowledge in backup tools such as Veritas/Commvault/Windows backup storage concepts etcc. Strong Virtualization and basic cloud knowledged. AD group policy management group policy tools and troubleshooting GPO alertse. Basic AD object creation DNS concepts DHCP DFSf. Knowledge with tools like SCCM SCOM administration5) Storage and Backupa. In depth knowledge in Storage & Backup technology Storage allocation and reclamation Backup policy creation and managementb. Strong knowledge in server Network and virtualization technologies6) Toola. Knowledge in Infrastructure and application technologiesb. Understanding of monitoring concepts and processc. Understanding of key network monitoring protocols including SNMP NetFlow WMI syslog etcd. Knowledge in administration of tools like SCOM Solarwinds CA UIM Nagios ServiceNow etc7) Monitoringa. Good understanding of networking concepts and protocolsb. Knowledge in Server backup storage technologiesc. Desirable to have knowledge in SQL scriptingd. Knowledge in ITIL process8) Database:a. Knowledge of Database security9) Quality Analysisa. Exposure to FMEA audit practicesb. Exposure to technology/processes as per audit requirements.10) Working knowledge of MS Excel Word PPT Outlook etc. Additional Comments: PAM SME Privileged Access Management Engineer , Duties, and Responsibilities UST HealthProof (UST HP) Information Security is looking to expand staffing to support their privileged access management security solution based on the CyberArk solution. The staff member will work under the direction of the InfoSec IAM Director and IAM Lead Architect. Primary duties are to function as the as technical lead/SME integrating and supporting the CyberArk Privileged Access Security (PAS) solutions. Primary Duties . Working directly with various Advantasure and technical and business teams designing and implementing IAM solutions which meet the strategic goals of UST HP and Advantasure leveraging CyberArk technologies. . Operational monitoring, support and troubleshooting the CyberArk PAS 12.x components Vault, CPM, PTA, AAM, PVWA. . Design, creation, and support of privileged account safes that align to the organization\'s security requirements. . Proactive onboarding and offboarding of privilege accounts with alignment to the organization\'s server change management program. . Knowledge contribution in perspective of technology best practice. . Conduct demo knowledge sharing with teams. . Collaborate with IT stakeholders for communications of CyberArk capabilities. . Participating in scrum meetings to give feedback on sprint achievement, as well as to set sprint goals and relay new user stories. . Manage and develop product backlog, as well as user stories backlog for implementation. . Conduct backlog grooming meetings with a team of product owners. . Highlight product features in a manner clearly understandable to the development team and QA. . Integrate CyberArk with various authentication backends such as Active Directory, LDAP or other. . Ability to configure various authentication schemes including, but not limited to, http header, SAML, OAuth, etc. . Ability to design and implement authentication trees for custom use cases for registration, MFA, etc. . Work collaboratively with other IAM team members supporting the UST HP IAM Program. Qualifications . Bachelor\'s degree in software engineering, information security or related discipline. . Minimum of 3 years of dedicated experience in CyberArk Privileged Access Security including system design, implementation, and version upgrades. . Strong knowledge and background in system authentication security mechanisms, specifically Linux Server, Windows Server, Active Directory, Azure, SQL and Oracle DB. . 5+ years of relevant work experience in information technology. . Experience with Identity Access Management, including strong background with CyberArk platform technologies. . Knowledge of the following operating system environments: Microsoft Windows Server and Redhat Linux ES. . Familiarity with APIs, web services (RESTful and SOAP), and SOA (Service Oriented Architecture). . Proficient with Internet Information Server (IIS). . Strong relationships experience managing stakeholders to drive cross functional program with proven track record of a delivering result through influence. . Ability to provide strategic guidance and direction, strong judgment especially relevant in balancing long term strategic investments with near term business goal. . Exceptional written, verbal, and interpersonal communications skills . Positive, proactive, and able to always exercise the judgment. . Ability to work highly ambiguous environments. . Ability to work effectively with a variety of organizations, management levels, cultures, and personality. . Self-motivate and work under minimum supervision. . Demonstrated ability to work independently or collaboratively.

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