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 organization's 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 explicit communication throughout the lifecycle of incidents and service requests.

Contribute to a cooperative 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:

We’ll empower you to learn and grow the career you want.

We’ll recognize and support you in a flexible environment where well-being and inclusion are more than just words.

As part of our distributed team, we’ll support you in shaping the future you want to see.

The role being advertised is an existing vacancy.

Acerca de Manulife y John Hancock
Manulife Financial Corporation es un importante proveedor internacional de servicios financieros que ayuda a las personas a tomar decisiones de una manera más fácil y a vivir mejor. Para obtener más información acerca de nosotros, visite http://www.manulife.com .

Manulife es un empleador que ofrece igualdad de oportunidades
En Manulife/John Hancock, valoramos nuestra diversidad. Nos esforzamos por atraer, formar y retener una fuerza laboral tan diversa como los clientes a los que prestamos servicios,



y para fomentar un entorno laboral inclusivo en el que se aprovechen las fortalezas de las culturas y las personas. Estamos comprometidos con la equidad en las contrataciones, la retención de talento, el ascenso y la remuneración, y administramos todas nuestras prácticas y programas sin discriminación por motivos de raza, ascendencia, lugar de origen, color, origen étnico, ciudadanía, religión o creencias religiosas, credo, sexo (incluyendo el embarazo y las afecciones relacionadas con este), orientación sexual, características genéticas, condición de veterano, identidad de género, expresión de género, edad, estado civil, estatus familiar, discapacidad, o cualquier otro aspecto protegido por la ley vigente.

Referenced Salary Location
Toronto, Ontario

Modalidades de Trabajo
Híbrido

Salary range is expected to be between
$86,100.00 CAD - $136,100.00 CAD

Los empleados también tienen la oportunidad de participar en programas de incentivos y recibir una compensación vinculada al rendimiento empresarial e individual. El salario real variará según las condiciones del mercado local, la geografía y factores relacionados con el puesto como conocimientos, habilidades, requerimientos, experiencia y educación/formación. Si solicitas este puesto fuera de tu ubicación principal, por favor escríbenos a [email protected] para conocer el rango salarial correspondiente a tu ubicación.

Manulife ofrece a los empleados aptos una amplia variedad de beneficios personalizables, entre ellos, beneficios de salud, odontológicos, de salud mental, oftalmológicos, por discapacidad a corto y a largo plazo, cobertura de seguro de vida y por muerte accidental y desmembramiento, adopción/subrogación y bienestar, y planes de asistencia al empleado/familiar. También ofrecemos a los empleados admisibles varios planes de ahorro para la jubilación (incluidos planes de pensiones y un plan mundial de propiedad de acciones con contribuciones equivalentes del empleador) y recursos de asesoramiento y educación financiera. Nuestro generoso programa de tiempo libre remunerado en Canadá incluye feriados, vacaciones, días personales y días por enfermedad, y ofrecemos la gama completa de ausencia laboral reglamentaria. Si se está postulando para este puesto en los EE. UU., póngase en contacto con [email protected] para obtener más información sobre las disposiciones relativas al tiempo libre remunerado específicas de EE. UU.

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 (https://careers.manulife.com/global/en/talentacquisitionprivacystatement) .

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📌 CyberArk Operations Analyst (Idira) (Ontario)
🏢 Manulife
📍 Ontario