CyberArk Operations Analyst (Idira)
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Job Summary
The CyberArk Operations Analyst (Idira) is a key member of the Privileged Access Services Operations team responsible for the day-to-day operation support and maintenance of CyberArk services. This role manages incidents service requests operational activities and user inquiries while ensuring service delivery aligns with established service level agreements (SLAs).
Working closely with operational and engineering teams the CyberArk Operations Analyst (Idira) supports troubleshooting platform maintenance service improvements and project initiatives. The successful candidate will bring strong technical problem-solving skills effective communication abilities and a commitment to providing an exceptional service experience to both business and technology stakeholders.
Position Responsibilities:
Operational Support
- Provide day-to-day operational support for CyberArk and Privileged Access Management (PAM) services.
- Manage incidents service requests and operational tasks in accordance with established SLAs.
- Monitor service health and support the onboarding maintenance and management of privileged accounts.
- Ensure all activities requests and resolutions are accurately documented within the organizations ticketing systems.
Troubleshooting & Problem Resolution
- Investigate troubleshoot and resolve CyberArk-related issues and privileged access concerns.
- Assist in identifying root causes and implementing corrective actions to reduce recurring issues.
- Collaborate with engineering teams to support complex technical issues upgrades platform enhancements and service improvements.
Collaboration & Stakeholder Support
- Partner with business teams application owners and technology stakeholders to support privileged access requirements.
- Provide timely updates and clear communication throughout the lifecycle of incidents and service requests.
- Contribute to a collaborative and inclusive team environment by supporting colleagues across operations and engineering functions.
Process Improvement & Documentation
- Maintain operational procedures knowledge articles and support documentation.
- Identify opportunities to improve service quality operational efficiency and the overall user experience.
- Participate in continuous improvement initiatives and projects that strengthen the Privileged Access Services program.
Required Qualifications:
- 2-5 years of experience in cybersecurity operations identity and access management (IAM) privileged access management (PAM) or IT operations.
- 2-5 years of hands-on experience supporting CyberArk solutions and privileged access management processes.
- Experience working with ticketing platforms such as ServiceNow Jira Remedy or similar tools.
- Understanding of incident management request fulfillment and SLA-driven support models.
- Strong troubleshooting analytical and problem-solving skills.
- Excellent verbal and written communication skills.
- Proven ability to communicate professionally with stakeholders through various communication channels.
- Experience collaborating effectively with both technical and business teams.
- Strong organizational and time-management skills with the ability to manage multiple priorities in a fast-paced environment.
- Demonstrated commitment to customer service teamwork and continuous improvement.
Preferred Qualifications:
- Experience supporting one or more CyberArk components including:
- Privileged Access Manager (PAM)
- Password Vault Web Access (PVWA)
- Central Policy Manager (CPM)
- Privileged Session Manager (PSM)
- Privileged Threat Analytics (PTA)
- Endpoint Privilege Manager (EPM)
- CyberArk Defender Sentry Guardian or related CyberArk certifications.
- Familiarity with IAM principles privileged access management practices and security best practices.
- Experience supporting enterprise security platforms within large and complex environments.
- Knowledge of Windows Server Active Directory Microsoft Entra ID (Azure AD) Linux and networking fundamentals.
- Experience supporting audit regulatory compliance and security governance requirements.
- Experience with automation or scripting using PowerShell Python or similar technologies.
- ITIL Foundation certification or experience working within ITIL-based service management environments
When you join our team:
- Well empower you to learn and grow the career you want.
- Well recognize and support you in a flexible environment where well-being and inclusion are more than just words.
- As part of our distributed team well support you in shaping the future you want to see.
The role being advertised is an existing vacancy.
About Manulife and John Hancock
Manulife Financial Corporation is a leading international financial services provider helping people make their decisions easier and lives better. To learn more about us visit is an Equal Opportunity Employer
At Manulife/John Hancock we embrace our diversity. We strive to attract develop and retain a workforce that is as diverse as the customers we serve and to foster an inclusive work environment that embraces the strength of cultures and individuals. We are committed to fair recruitment retention advancement and compensation and we administer all of our practices and programs without discrimination on the basis of race ancestry place of origin colour ethnic origin citizenship religion or religious beliefs creed sex (including pregnancy and pregnancy-related conditions) sexual orientation genetic characteristics veteran status gender identity gender expression age marital status family status disability or any other ground protected by applicable law.
It is our priority to remove barriers to provide equal access to employment. A Human Resources representative will work with applicants who request a reasonable accommodation during the application process. All information shared during the accommodation request process will be stored and used in a manner that is consistent with applicable laws and Manulife/John Hancock policies. To request a reasonable accommodation in the application process contact .
Referenced Salary Location
Toronto OntarioWorking Arrangement
Salary range is expected to be between
$86100.00 CAD - $136100.00 CADEmployees also have the opportunity to participate in incentive programs and earn incentive compensation tied to business and individual performance. The actual salary will vary depending on local market conditions geography and relevant job-related factors such as knowledge skills qualifications experience and education/training. If you are applying for this role outside of the primary location please contact for the salary range for your location.
Manulife offers eligible employees a wide array of customizable benefits including health dental mental health vision short- and long-term disability life and AD&D insurance coverage adoption/surrogacy and wellness benefits and employee/family assistance plans. We also offer eligible employees various retirement savings plans (including pension and a global share ownership plan with employer matching contributions) and financial education and counseling resources. Our generous paid time off program in Canada includes holidays vacation personal and sick days and we offer the full range of statutory leaves of absence. If you are applying for this role in the U.S. please contact for more information about U.S.-specific paid time off provisions.
We use data and analytics technologies such as artificial intelligence (AI) and automated processing tools to analyze and process the information you provide to us or third parties in the application process. For more information please refer to our personal information collection statement.
Required Experience:
IC
About Company
Manulife is a leading financial services group. We provide financial advice, insurance, as well as wealth and asset management solutions for individuals, groups and institutions.
