Asavari Saxena
Bengaluru
Summary
I am keen on enriching my professional career in a challenging space in an established and a professionally-managed Organization, wherein, my prowess in building enduring relationships with Internal and External Clients is effectively encashed upon.
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Experienced and dynamic IT professional with 6+ years of expertise in Major Incident Management, Global Outage Management, Identity and Access Management (IAM), Global Technology Support, Business Continuity, Disaster Recovery, and Inside Sales. Proven leader in managing high-pressure incidents, driving process improvements, and minimizing business impact. Skilled in coordinating cross-functional teams for rapid resolution, ensuring service continuity, and delivering executive-level communication during critical incidents. Expert in IAM tools for secure access management and security incident resolution. Delivered exceptional support across 20+ accounts, improving client satisfaction and managing service outages. Experienced in sales and relationship management, promoting vacation ownership and driving personalized solutions to meet client needs.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Global Outage Manager (Major Incident Manager)
Kyndryl (spin-off company of IBM)
Bengaluru
06.2024 - Current
- Company Overview: Supporting EY Offices Globally
- Led the end-to-end management of critical incidents from detection to resolution, the Major Incident Management (MIM) process for global incidents, ensuring effective containment, eradication, and recovery while minimizing business disruption and minimizing business impact
- Used ServiceNow to track incidents and communicate updates to stakeholders
- Proven leadership in managing and motivating teams during high-pressure situations
- Led bridge calls and Coordinated with IT support staff, network engineers, and third-party vendors, and business stakeholders, ensuring real-time updates and swift incident resolution
- Led Post-Incident Reviews (PIRs) to identify root causes, document lessons learned and known errors, and implemented improvements to prevent recurrence and reduce incident frequency
- Led Business Continuity Management efforts by coordinating incident response, ensuring timely service restoration in critical outage situations
- Assessed incident priorities based on business impact and urgency
- Delivered clear, concise updates to senior management, technical teams, and business users during incidents
- Demonstrated resilience and calm under pressure, managing incidents affecting large-scale global systems and services
- Diligently followed ITIL best practices for incident handling, ensuring accurate incident logging, classification, prioritization, and resolution within SLAs
- Skilled in conducting root cause analysis, post-incident reviews (PIRs), and implementing solutions to prevent recurrence
- Proficient in ITIL processes for Incident, Problem, and Change Management, ensuring compliance and process optimization across global operations
- Focused on driving down Mean Time to Restore (MTTR) and incident duration while adhering to SLAs
- Experienced in identifying and resolving recurring issues through proactive problem management on ServiceNow, ensuring long-term solutions and reducing the impact of incidents
- Skilled in managing the end-to-end lifecycle of change requests on ServiceNow, ensuring smooth execution, risk mitigation, and minimal disruption to IT services
Global Technology Services - Identity and Access Management (IAM)
Kyndryl (spin-off company of IBM)
Bengaluru
02.2022 - 05.2024
- Company Overview: Supporting Australia-based Telecom Giant Telstra
- Administered, maintained, and reviewed user accounts across critical business applications, ensuring compliance with IAM policies and access control procedures
- Proven expertise in creating and deleting user IDs for high-security applications, including RACF, UNIX, and iBMI (AS400).
- Ensured the integrity of user access by proactively identifying and addressing security risks, collaborating with risk managers, and improving processes to meet strict risk management standards.
- Actively participated in meeting internal and external audit requirements, providing detailed reports to internal Audit/Business Assurance and Compliance groups.
- Operated tools like Active Directory (AD), ServiceNow, and iTAM to manage user access issues and security incidents
- Proficient in IAM tools like Active Directory (AD), ServiceNow, iTAM, and Access Governance Suite (AGS)
- Proficient in managing access controls, enforcing policies to ensure secure access, and Implemented access controls and multi-factor authentication (MFA) as part of IAM solutions to secure critical systems and prevent unauthorized access
- Used tools like JIRA to track access issues and resolve security incidents promptly
- Consistently met and exceeded service level agreements (SLAs) by effectively managing user access requests and reducing processing errors, ensuring timely resolution of requests.
- Maintained high customer satisfaction levels through efficient query resolution, assisting internal stakeholders and external users
- Proficient in using ITIL methodologies for service management, ensuring the implementation of best practices in identity access management.
- Worked with cross-functional teams to address access issues, creating new roles and user access management solutions
- Collaborated with cross-functional teams to improve security and access processes, ensuring smooth transitions and timely completion of tasks within SLAs.
- Generated reports to improve business continuity and incident management frameworks
- Prepared and presented detailed reports for management and stakeholders, contributing to continuous improvement in IAM processes.
- Led initiatives to improve IAM processes by identifying inefficiencies and recommending improvements to reduce risk and enhance user access control.
- Developed and updated training materials, process documentation, and compliance guidelines, ensuring adherence to security standards.
- Provided 1st and 2nd level support to resolve complex IAM issues, escalating to the manager when necessary while ensuring timely resolutions.
- Utilized strong analytical skills to troubleshoot and resolve issues related to user access, ensuring alignment with business needs and security Australia-based Telecom Giant Telstra
Technology Support, Integrated Operations and Delivery of IT and Client Services
Kyndryl (spin-off company of IBM)
Bengaluru
09.2021 - 02.2022
- Company Overview: For nearly 20 client accounts such as Chrysler, Whirlpool, Albertson Safeway, AECOM, Ameriprise, EY, Baker Hughes, Anthem and many more
- Delivered top-tier technical support to high-profile clients, ensuring fast resolution of urgent technical issues and service disruptions
- Provided on-the-job training for new hires, enhancing team performance during critical incidents
- Led troubleshooting sessions and managed service outages effectively, ensuring swift service restoration
- For nearly 20 client accounts such as Chrysler, Whirlpool, Albertson Safeway, AECOM, Ameriprise, EY, Baker Hughes, Anthem and many more
Technology Support, Integrated Operations&Delivery
IBM
Bengaluru
04.2019 - 09.2021
- Company Overview: for nearly 20 client accounts such as Chrysler, Whirlpool, Albertson Safeway, AECOM, EY, Baker Hughes, Anthem and many more
- Delivered top-tier technical support to high-profile clients, ensuring fast resolution of urgent technical issues and service disruptions
- Provided on-the-job training for new hires, enhancing team performance during critical incidents
- Led troubleshooting sessions and managed service outages effectively, ensuring swift service restoration
- For nearly 20 client accounts such as Chrysler, Whirlpool, Albertson Safeway, AECOM, Ameriprise, EY, Baker Hughes, Anthem and many more
Vacation Sales Consultant
RCI
07.2018 - 03.2019
- Promoted vacation ownership and exchange opportunities across 4800+ affiliated resorts and hotels globally
- Delivered detailed consultations on vacation ownership benefits, assisting clients in selecting suitable holiday packages
- Maintained high levels of customer satisfaction while meeting sales targets
Sales and Marketing Intern
ITC Windsor
04.2017 - 05.2017
- Gained hands-on experience in the hospitality industry, assisting with day-to-day operations, guest services, and event coordination, while honing my communication and customer service skills in a high-end, fast-paced environment
Education
Bachelor of Business Administration - Tourism & Travel Management
Christ University
Bangalore05-2018
Pre-University -
Christ Junior College
Bangalore05-2015
Schooling -
National Public School
BengaluruSkills
- Major Incident Management
- Problem Management, Change Management, Release Management
- Project Management
- Crisis Response and Crisis Management
- IAM & Security
- Identity and Access Management (IAM)
- SailPoint
- Access Governance Suite
- Active Directory (AD)
- Azure Active Directory
- CyberArk
- Password Resets
- Quality Checks
- Security Incident Management
- ITAM ( IT Asset Management)
- ITSM (IT Service Management)
- IT Operations Management
- Service Delivery
- JIRA
- CMDB ( Configuration Management Database)
- Knowledge Management
- Information and Security Management
- Access Control
- User Account Administration
- Governance and Risk
- Risk Management
- Audit and Compliance
- Customer Service Focus
- ITIL
- ITIL Practices
- Service Now
- UNIX
- MIS Reporting
- SLA ( Service-Level Agreements)
- Cross-Functional Collaboration
- Problem-Solving
- Analytical Thinking
- Feedback Management
- Business Support
- Business Management
- Performance Metrics
- Financial Accounting
- Management Accounting
- Financial Statement Analysis
- Learning and Development
- Credit Applications
- Cyber Security
- Familiarity with financial Services
- System Testing, Enhancement, Release
- Familiarity with Credit Risk Systems
- Familiarity with Retail Banking and Corporate Banking
- Human Resource Management and People Management
- Business Development
- Client Relationship Management
- Financial Reporting
- Technical Support and Technical Proficiency
- Technical Knowledge
- Stakeholder Management
- Global Coordination
- Leadership, Coordination & Team Management
- Process Optimization and Process Improvement
- Proficient in MS Office
- Excellent Verbal & Written Communication
- Time Management
- Autonomous work
- Content, Article, Blog and Poem Writing
- Fine Arts and Dramatics
- Public Speaking and Strong Presentation Skills
Skilled in identifying client needs and driving sales through personalized solutions
With a BBA obtained from the prestigious Christ University, I bring strong skills in strategic planning, team leadership, various aspects of management such as Human Resource Management, Operations Management, Project management and Organizational Behavior
My strong communication skills enable effective collaboration with stakeholders at all levels, making me adaptable to diverse roles
Regulatory Requirements
MY KEY EXPERTISE AREAS
- Proven expertise in leading global outage and incident response teams, managing high pressure incidents, and driving process improvements to minimize and mitigate business impact.
- Skilled in coordinating cross-functional teams for rapid incident resolution and maintaining service continuity. Experienced in providing executive-level communication during critical incidents.
- Adept at resolving complex technical issues and enhancing operational efficiencies.
- Proficient in IAM tools for secure access management and security incident resolution. Delivered top-tier client support across 20+ accounts, managing service outages and improving client satisfaction.
- Experienced in sales and customer relationship management (CRM), having promoted vacation ownership and exchange opportunities to global clients, delivered tailored consultations on vacation ownership benefits, ensuring client delight, as Vacation Sales Consultant at RCI.
Certification
- ITIL 4 Foundation: Key Concepts of Service Management course completed on Kyndryl Percipio
- Multiple courses pursued in Incident Management, Resolution and Coordination, Problem, Change Management, IAM, Cybersecurity, Service Management, Enterprise Design Thinking, AI Ops
Affiliations
I have distinguished myself with elan, in the spheres of dramatics, public speaking, fine arts, modelling, and authoring articles widely published in college journals and in the social media. I have been awarded prestigious Certifications on having completed a Course in Film & Theatre Acting by
Anupam Kher Actors’ Prepare Academy and on having completed my Course in Singing
Won the Social Contributor Award at IBM, was widely recognized and appreciated for my performances in the IBM Talent Hunt and Departmental Events
Timeline
Global Outage Manager (Major Incident Manager)
Kyndryl (spin-off company of IBM)
06.2024 - Current
Global Technology Services - Identity and Access Management (IAM)
Kyndryl (spin-off company of IBM)
02.2022 - 05.2024
Technology Support, Integrated Operations and Delivery of IT and Client Services
Kyndryl (spin-off company of IBM)
09.2021 - 02.2022
Technology Support, Integrated Operations&Delivery
IBM
04.2019 - 09.2021
Vacation Sales Consultant
RCI
07.2018 - 03.2019
Sales and Marketing Intern
ITC Windsor
04.2017 - 05.2017
Bachelor of Business Administration - Tourism & Travel Management
Christ University
Pre-University -
Christ Junior College
Schooling -
National Public School
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