Mar 2023 – Oct 2023 · 7 mos · Bengaluru, Karnataka, India

Mar 2022 – Mar 2023 · 1 yr

• Project Role: Manager for Identity and Access Management
• Handling a team consist of 50 +members as an Offshore Lead
• Doing Appraisals to the team members twice in a year
• Managing and hosting all the critical calls with offshore team as well as onsite counterparties
• Delegating works to team members on the basis of criticality of the issue and efficiency of the associate
• Preparing Daily SLA (Standard Level Agreement) reports and sharing to Management
• Preparing Daily presentation for the clients and leading the call with Clients and Onsite team members
• Creating and updating SOP(Standard Operating Procedure) on timely basis for all the process handling by my team
• Monitoring activities and delegating works to team members related with IAM teams daily, bi-weekly and monthly reports, teams’ leave and issue/error tracker to the Management
• Monitoring and Managing Operation activities and SLA’s on Daily basis.
• Working with Automation team to implement Automation for the manual processes.
• Working on maintaining financial aspects of the projects like billing, FTE costs and Resource Utilization.
• Chairing Meetings with Onshore and Offshore IAM teams.
• Hands on experience in Transition and Transformation. Have transitioned multiple projects from customer to Capgemini.
• Service Level Agreement Manager & Service Delivery Lead of IAM
• Creating the QA for all tickets SLA reports and presenting to high profile customers
• Preparing RCAs for any SLA miss cases along with chronology of events to be presented to Capgemini management & Clients
• Monitoring incidents based on daily reports and assisting team to reduce mean time to resolve
• Escalating aged incidents to respective team leads for swift actions
• Monitoring daily SLA reports sent by team.
• Conducting weekly SLA performance call with all the Info security tower leads and team members
• Negotiating with client to gather exceptions on identified defect which requires more times to resolve than the SLA period

Apr 2019 – Mar 2022 · 2 yrs 11 mos

• Creating Yearly appraisal Goal sheet to the team members and appraising their performance
• Monthly one to one with my team member to review their performance providing guideline and area for their career and technical improvement & growth
• Managing creation, maintenance, and decommissioning
• Access provisioning/deprovisioning, Password management using tools such as Microsoft Active Directory, Onelogin
• Generate and Automate Active Directory Reports and extracts.
• Client issue addressal through ticket/incident based Service Management tools -Service Now and through mails / instant messaging applications and phone calls
• Daily sync up calls with onshore and nearshore teams
• Daily stand-up calls with client management
• Guiding team and ensuring continuous support.
• Representing team and showcasing the performance in Tower calls, cross tower meetings, Service Manager sync up calls, Weekly status presentation calls
• First level escalation point and IAM Stream Manager for India.
• Defining workflows and establishing operating standards
• Create Operation Meeting Slide Presentation and & walk thru the Weekly Operation Meeting
• Monthly one to one with my team member to review their performance providing guideline and area for their career and technical improvement & growth
• Daily Interaction with Client Service Manager and other stake holders
• Creating Service Improvement plans proposal and implementing with Client approvals

Mar 2017 – Apr 2019 · 2 yrs 1 mo

• Role: Technical Lead for Identity and Access Management.
• Handling Identity and Access Management Transition delivery and Team Management across different locations.
• Role During Transition:
• Handle end to end transition delivery.
• Work in client facing environments for deliverables.
• Manage the existing infrastructure setup for transition and identifying the risks involved in the process.
• Create Technical Knowledge articles, Standard Operating Procedures.
• Co Ordination between different towers in organisation and across globe with clients.
• Prepare Daily, Weekly and Monthly Reports as per the transition delivery requirements.
• Conducting Shadow and Reverse Shadow sessions with client teams for Knowledge Capture
• Preparing the team for Go-live with knowledge transfer sessions.
• Independently studied Microsoft Forefront Identity Manager and successfully achieved the delivery.
• Independently handled the complete transition delivery for identity Access Management and made a successful go live of the project.
• Understanding the SLA’s and SLO’s and SOWs defined and agreed between client and Capgemini.
• Appreciation from client during the transition delivery.
• Role Post Go-live of the Project:
• Define the process as per the Capgemini standards post Go-Live
• Enchancing the existing client infrastructure and mitigating the risks involved.
• Re Define the reporting structures internally and as well with management.
• Managing team of 15 Members across locations and training them on the infrastructure.
• Enhancing the existing Process and Documents and build new knowledge articles as and when required.
• Handle high priority incidents.
• Daily, Weekly and Monthly reporting and Volumetrics.
• Training the team for BAU and High Priority Incidents
• Address the team on daily basis on Operations perspective.
• New Application transition\ Take-over of applications from different towers.
• Handle Internal and client Audits.
• Work planning with team on critical activities assigned.

Dec 2014 – Mar 2017 · 2 yrs 3 mos · Bengaluru Area, India

• Management of Active Directory and giving permissions to AD objects as per the request.
• Working and troubleshooting issues on windows environments
• Interacting with client for process improvements and addressing the team with updates
• Knowledge and experience on Remedy ticketing tool.
• Follow the password policies on the user provisioning as set by IBM Standards and Compliance
• Migration activities handled.
• Quality checks on the process and provide feedbacks to the team and improvisation.
• Team discussions on the issues and concerns w.r.t process.
• Creating SOP Documentation process.
• Working knowledge on ITIL, Incident management and Change Management.
• Work experience on ISIM tool integrated for Identity and Access Management Provisioning and documenting the same.
• Co Ordination with different teams for change and manage escalations for the team.

Aug 2010 – Dec 2014 · 4 yrs 4 mos · Bangalore

• Joined as Senior Associate and promoted as Operations Specialist.
• Responding in timely manner to the SR (Service requests), Alerts and issues with escalations.
• Taking complete ownership of the case and providing satisfactory solutions to the clients.
• Part of transition team during transition phase and during knowledge transfer from client.
• Gaining insight into the client’s infrastructure, with the aim of contributing effectively to the project as well as giving appropriate solutions to the client.
• Provide Active Directory support based upon requests and issues.
• Provide access in windows and UNIX environments.
• Handled various projects in the organization and have successfully delivered.
• Preparing action matrix plans and process documents for the team.
• On call with the client for weekly updates from L3 and onshore team.

Sep 2009 – Aug 2010 · 11 mos · Bangalore

• Joined as Systems Support Engineer and was deployed at rose up to L2 and Application support.
• Handled responsibilities with regards to IT administration, Active Directory, Provisioning, Deprovisioning and Identity Life Cycle.
• Keeping track on IT Asset Management in the organization like system allocation, system release and vendor management.
• Worked with IT Security team to ensure all the security guidelines in the organization are met.

Jun 2007 – Aug 2009 · 2 yrs 2 mos · Bangalore

• Joined as Systems Support Engineer and was deployed at various client locations as well as worked in Fieldwork.
• Hands on experience on hardware troubleshooting for Form Factor PCs and well as HP and Samsung Printers.
• Active Directory Provisioning, Deprovisioning and Life Cycle of Identity and Access Management.
• Provided IT Infrastructure support to the clients as well as contributed in the activities of the Desktop, Laptop and Printer sales division.