Level 1 PAM Operations Engineer - Multiple Teams

Position summary:

We are looking for a proactive L1 PAM Operations Analyst to support day-to-day Privileged Access Management operations, primarily using Thycotic/Delinea Secret Server. The role is responsible for PAM monitoring, initial incident triage, routine access request processing, password rotation status checks and timely escalation to L2/L3 teams. The administrator will follow approved runbooks and security procedures to ensure secure privileged access and SLA compliance.

Key Responsibilities:

PAM Monitoring & Operations

• Monitor PAM dashboards, alerts, scheduled jobs and platform availability.
• Perform initial checks for failed password rotations, account synchronization and credential access issues.
• Monitor privileged account onboarding status and password rotation compliance.
• Perform basic health checks on PAM services and supported integrations.
• Identify failed jobs, access errors and account-related exceptions and escalate unresolved issues to L2.
• Maintain operational checklists and PAM monitoring records.

Privileged Access Support

• Log and track privileged access requests through approved ITSM workflows.
• Perform authorized routine tasks for account onboarding, access updates and credential access support.
• Validate request approvals and required information before processing access requests.
• Assist with password checkout and access troubleshooting using approved procedures.
• Track password rotation failures and privileged account compliance exceptions.
• Follow least-privilege requirements and never disclose or store credentials outside approved systems.

Operations & Service Management

• Log, categorize, prioritize and track incidents and service requests in ServiceNow or equivalent ITSM tools.
• Perform initial troubleshooting using approved runbooks and standard operating procedures.
• Escalate critical PAM alerts, access failures and unresolved incidents within defined SLAs.
• Maintain accurate ticket updates, operational records and shift handover documentation.
• Coordinate with L2/L3, Security, Identity, Windows/Linux and Application teams.
• Follow ITIL Incident, Change and Request Management processes.
• Support routine audit evidence collection and operational reporting.
• Ensure effective APAC–EMEA–NLAM shift handovers and uninterrupted 24x7 support.

Required Skills & Qualifications:

• 1–3 years of experience in IT infrastructure operations, access management, service desk or security operations. 
• Basic understanding of Privileged Access Management and privileged account security.
• Familiarity with Thycotic/Delinea Secret Server or equivalent PAM tools.
• Understanding of privileged accounts, password vaulting, password rotation and access approvals.
• Basic knowledge of Active Directory, Windows/Linux accounts and service accounts.
• Ability to perform monitoring, initial troubleshooting and ticket management using documented procedures.
• Familiarity with ServiceNow or equivalent ITSM platforms.
• Understanding of incident prioritization, SLA compliance and escalation procedures.
• Good communication, documentation and shift handover skills.
• Strong attention to detail and adherence to security policies.

Preferred Skills & Qualifications:

• Exposure to CyberArk or BeyondTrust PAM solutions.
• Basic PowerShell or scripting knowledge.
• Understanding of MFA, least privilege, access reviews and audit trails.
• Familiarity with password rotation monitoring and privileged account onboarding.
• ITIL Foundation certification or equivalent knowledge.
• Exposure to enterprise security monitoring and compliance operations.
• PAM Fundamentals | Thycotic/Delinea Secret Server | Privileged Access Monitoring | Password Vaulting |
• Rotation Status Checks | Access Request Processing | Account Compliance | Incident Logging |
• Runbook Execution | Security Policy Compliance | SLA Management | Escalation Management | Global 24x7 Operations