Sr Analyst

Job Summary

To independently troubleshoot/resolve assigned tickets and provide L1 remote desktop support in adherence to agreed SLA and quality standards of the company.

Job Description – Beyond Trust EPM L2 Engineer | Abb Vie\r\n1. Provide L2 operational support for Beyond Trust Endpoint Privileged Management across Windows, macOS, and Linux endpoints.\r\n2. Design, configure, and maintain EPM policies, application control rules, and privilege elevation workflows.\r\n3. Troubleshoot complex EPM issues related to agent health, policy conflicts, and application failures.\r\n4. Handle incident, service request, and problem management, including root cause analysis and permanent fixes.\r\n5. Support application and endpoint onboarding ensuring adherence to Abb Vie security standards and SOPs.\r\n6. Monitor endpoint privilege activity and generate audit, compliance, and operational reports.\r\n7. Collaborate with Abb Vie PAM engineering and security teams on enhancements, upgrades, and patching activities.\r\n8. Ensure enforcement of Least Privilege, Zero Trust, and Zero Standing Privilege (ZSP) principles.\r\n9. Participate in knowledge transition, documentation, and continuous service improvement initiatives.\r\n10. Follow ITIL processes and support governance, audits, and regulatory compliance requirements.\r\n________________________________________\r\n Required Skills – L2\r\n• Strong hands-on experience with Beyond Trust Endpoint Privilege Management (EPM)\r\n• Expertise in policy creation, application control, and privilege elevation\r\n• Deep understanding of Windows internals, macOS, and Linux privilege models\r\n• Experience with PowerShell, Bash, or scripting for troubleshooting and automation\r\n• Knowledge of Zero Trust, Least Privilege, and endpoint security best practices\r\n• Experience with ITIL-based support, incident/problem management\r\n• Ability to analyze logs, perform RCA, and implement preventive controls\r\n________________________________________\r\n Experience\r\n• 4–6 years in PAM / Endpoint Security role\r\n• 2+ years of hands-on Beyond Trust EPM L2 support\r\n• Experience supporting large enterprise environments in regulated industries (pharma preferred)\r\n• Prior exposure to audit, compliance, and security governance is a plus\r\n\r\n

Key Responsibilities

1. To provide level 1 remote desktop support to resolve tickets /provide hardware / software / network problem diagnosis / resolution via telephone/email/chat within agreed SLA of ticket volume and time.
2. To adhere to quality standards (voice and accent , Tech Monitoring), regulatory requirements and company policies.
3. To ensure positive customer experience and CSAT through First Call Resolution and minimum average handling time ( AHT), rejected resolutions / Reopen Cases.
4. To maintain high login Efficiency (Availability) for customers.
5. To update worklogs and follow shift/ escalation process to escalate complex problem to appropriate support specialists/route problems to 2nd and 3rd level IT support staff as the case be.
6. Work on value adding activities such Knowledge base update & self development.

Job Description – Beyond Trust EPM L2 Engineer | Abb Vie\r\n1. Provide L2 operational support for Beyond Trust Endpoint Privileged Management across Windows, macOS, and Linux endpoints.\r\n2. Design, configure, and maintain EPM policies, application control rules, and privilege elevation workflows.\r\n3. Troubleshoot complex EPM issues related to agent health, policy conflicts, and application failures.\r\n4. Handle incident, service request, and problem management, including root cause analysis and permanent fixes.\r\n5. Support application and endpoint onboarding ensuring adherence to Abb Vie security standards and SOPs.\r\n6. Monitor endpoint privilege activity and generate audit, compliance, and operational reports.\r\n7. Collaborate with Abb Vie PAM engineering and security teams on enhancements, upgrades, and patching activities.\r\n8. Ensure enforcement of Least Privilege, Zero Trust, and Zero Standing Privilege (ZSP) principles.\r\n9. Participate in knowledge transition, documentation, and continuous service improvement initiatives.\r\n10. Follow ITIL processes and support governance, audits, and regulatory compliance requirements.\r\n________________________________________\r\n Required Skills – L2\r\n• Strong hands-on experience with Beyond Trust Endpoint Privilege Management (EPM)\r\n• Expertise in policy creation, application control, and privilege elevation\r\n• Deep understanding of Windows internals, macOS, and Linux privilege models\r\n• Experience with PowerShell, Bash, or scripting for troubleshooting and automation\r\n• Knowledge of Zero Trust, Least Privilege, and endpoint security best practices\r\n• Experience with ITIL-based support, incident/problem management\r\n• Ability to analyze logs, perform RCA, and implement preventive controls\r\n________________________________________\r\n Experience\r\n• 4–6 years in PAM / Endpoint Security role\r\n• 2+ years of hands-on Beyond Trust EPM L2 support\r\n• Experience supporting large enterprise environments in regulated industries (pharma preferred)\r\n• Prior exposure to audit, compliance, and security governance is a plus

Skill Requirements

Job Description – Beyond Trust EPM L2 Engineer | Abb Vie\r\n1. Provide L2 operational support for Beyond Trust Endpoint Privileged Management across Windows, macOS, and Linux endpoints.\r\n2. Design, configure, and maintain EPM policies, application control rules, and privilege elevation workflows.\r\n3. Troubleshoot complex EPM issues related to agent health, policy conflicts, and application failures.\r\n4. Handle incident, service request, and problem management, including root cause analysis and permanent fixes.\r\n5. Support application and endpoint onboarding ensuring adherence to Abb Vie security standards and SOPs.\r\n6. Monitor endpoint privilege activity and generate audit, compliance, and operational reports.\r\n7. Collaborate with Abb Vie PAM engineering and security teams on enhancements, upgrades, and patching activities.\r\n8. Ensure enforcement of Least Privilege, Zero Trust, and Zero Standing Privilege (ZSP) principles.\r\n9. Participate in knowledge transition, documentation, and continuous service improvement initiatives.\r\n10. Follow ITIL processes and support governance, audits, and regulatory compliance requirements.\r\n________________________________________\r\n Required Skills – L2\r\n• Strong hands-on experience with Beyond Trust Endpoint Privilege Management (EPM)\r\n• Expertise in policy creation, application control, and privilege elevation\r\n• Deep understanding of Windows internals, macOS, and Linux privilege models\r\n• Experience with PowerShell, Bash, or scripting for troubleshooting and automation\r\n• Knowledge of Zero Trust, Least Privilege, and endpoint security best practices\r\n• Experience with ITIL-based support, incident/problem management\r\n• Ability to analyze logs, perform RCA, and implement preventive controls\r\n________________________________________\r\n Experience\r\n• 4–6 years in PAM / Endpoint Security role\r\n• 2+ years of hands-on Beyond Trust EPM L2 support\r\n• Experience supporting large enterprise environments in regulated industries (pharma preferred)\r\n• Prior exposure to audit, compliance, and security governance is a plus

Other Requirements

Use this as Domain / Subdomain \\r\\n Domain : Priveleged Account Management Operations\\r\\n Sub Domain : Beyond Trust Privileged Remote Access