Pune, Maharashtra, India
Seasoned IT professional with proven expertise in cloud and infrastructure management, specializing in Azure AD, Azure IaaS, and infrastructure optimization. Demonstrated proficiency in managing critical incidents (P1 and P2) independently, ensuring service continuity and swift incident resolution through tools like ServiceNow and BMC Remedy. Exhibited strong leadership and cross-functional coordination skills, effectively delivering technical and functional solutions. Adept at troubleshooting complex issues, from SSO problems to multifactor authentication, ensuring minimal downtime and optimal performance. Proficient in managing and optimizing Active Directory, including redesigning AD hierarchies, managing user accounts, and enhancing system security with CyberArk and Softerra LDAP. Experienced in strategic project management and applying ITIL best practices for incident, change, and problem management, ensuring alignment with organizational goals and continuous improvement. Dedicated to excellence in service delivery, consistently achieving high levels of customer satisfaction through meticulous application and production support, timely escalation of issues, maintaining SLAs, and creating knowledge bases for effective problem resolution.
Spearheading comprehensive identity and access management (IAM) strategies to bolster organizational data security, ensuring robust protocols for user authentication and authorization. Identity Governance Expertise: Proficient in implementing and managing SailPoint Identity Governance solutions to ensure effective control and security over user access. Rapidly diagnosing and resolving single sign-on (SSO) issues, leveraging advanced troubleshooting techniques to maintain seamless user access and system integrity. Independently managing Data Maintenance Requests (DMR) to minimize operational disruptions, applying best practices to ensure swift resolution and minimal system downtime. Executing complex ID restoration processes, mailbox creation, and termination requests with precision, ensuring compliance with organizational policies and security standards. Expertly handling high-priority P1 and P2 incidents, employing strategic incident management protocols to mitigate impact and restore services promptly. Addressing and resolving multifactor authentication (MFA) challenges, implementing enhanced security measures to safeguard system access and protect sensitive data. Conducting meticulous checkouts of Windows servers, ensuring optimal performance, reliability, and adherence to operational standards. Delivering round-the-clock on-call support to maintain uninterrupted business operations, swiftly addressing issues and ensuring high availability of IT services.
Oversaw user account management, including creation, deletion, and permissions, while ensuring timely escalation of incidents and maintaining Service Level Agreements. Redesigned the Active Directory hierarchy to deploy software, printers, and drive mappings, enhancing system efficiency and client settings. Responded to outages during off-hour software deployments, guaranteeing uninterrupted service delivery. Coordinated with stakeholders to troubleshoot production incidents on web and desktop applications and Oracle databases. Utilized ITIL concepts for incident management, change management, and problem management to enhance operational performance. Managed support queues to meet SLAs and ensure high customer satisfaction levels. Provided internal reporting on performance measures and service levels, guiding staff activities effectively.