Sanikesh Kumar

Associate Consultant

Delhi, India4 yrs 4 mos experience

Most Likely To SwitchHighly Stable

Key Highlights

Expert in Identity and Access Management operations.
Proven track record in optimizing IT workflows.
Strong background in technical support and service management.

Stackforce AI infers this person is a skilled professional in IT Service Management and Identity Access Management within the SaaS industry.

Contact

Skills

Core Skills

Identity And Access Management (iam)Microsoft AzureIt Service ManagementTechnical Support

Other Skills

Active Directoryexchange adminTeam ManagementWarehouse Management SystemsMicrosoft Entra IDCollaborative Problem SolvingMicrosoft ExchangeService DeskProject DocumentationCommunicationWritten CommunicationIncident ManagementTeamworkTroubleshootingTicket Operations

About

Experienced Senior Analyst and Subject Matter Expert in Global Access Management at HCL Technologies, leading end-to-end Identity and Access Management (IAM) operations globally. Skilled in ensuring secure, compliant, and efficient enterprise access, supporting audits, and driving automation-led improvements. With 3.5 years of expertise in handling global access requests, proven ability to optimize IT workflows and enhance efficiency.

Experience

4 yrs 4 mos

Total Experience

2 yrs 2 mos

Average Tenure

3 yrs 9 mos

Current Experience

Hcltech

4 roles

Senior Analyst

Promoted

Oct 2024 – Present · 1 yr 8 mos

Active Directoryexchange adminMicrosoft AzureTeam ManagementWarehouse Management SystemsMicrosoft Entra ID+3

Incident Management Analyst

Jan 2024 – Aug 2024 · 7 mos

Monitoring and Prioritization: Regularly monitor aging tickets. Prioritize based on urgency, impact, and business needs. Investigation: Investigate the root cause of the issue. Collaborate with relevant teams to gather information and identify solutions. Resolution: Develop and implement solutions to address aging tickets. Ensure timely resolution to prevent further delays. Collaboration and Communication: Coordinate with team members, stakeholders, and clients. Keep everyone informed about ticket status and resolution progress. Also, collaborated actively with the quality team during DSAT RCA sessions to uncover underlying issues. Ensured seamless communication between the service desk and quality team.

Analyst

Aug 2022 – Sep 2024 · 2 yrs 1 mo

IT Service ManagementService DeskProject DocumentationCommunicationWritten CommunicationTechnical Support+3

Service Desk Analyst

Aug 2022 – Dec 2023 · 1 yr 4 mos

Ticket Resolution: Oversee the team's efforts in resolving user tickets promptly. Maintain high levels of customer satisfaction by addressing issues effectively. Policy Implementation: Develop and implement policies and procedures for the service desk team. Optimize efficiency in handling user requests and issues. Technical Expertise: Utilize your knowledge of Microsoft Windows OS, Office applications, and Active Directory to respond to customer inquiries and resolve technical problems. Escalations and SLA Management: Handle first-level escalations, pursue first-call resolution, and review and assign tickets to next level support. Agent Coaching: Provide timely coaching to agents regarding call handling, ticket quality, and other delegated responsibilities.

Maintec

Service Desk Specialist

Jan 2022 – Aug 2022 · 7 mos

First Point of Contact: Serve as the initial point of contact for customers seeking technical assistance over the phone or email. Remote Troubleshooting: Perform remote troubleshooting through diagnostic techniques and pertinent questions. Solution Determination: Determine the best solution based on the issue and details provided by customers. Problem-Solving Guidance: Walk the customer through the problem-solving process. Issue Escalation: Direct unresolved issues to the next level of support personnel. Accurate Information: Provide accurate information on IT products or services. Documentation: Record events and problems, along with their resolution in logs. Feedback and Improvement: Pass on any feedback or suggestions from customers to the appropriate internal team.

Ticket Operations