BISWAJIT MOHANTY

• Professional Summary

Experienced L1 Developer and Analyst with 4 years of combined expertise in Identity and Access Management (IAM) and User Access Management (UAM). Proven track record of delivering high-quality support, maintaining service excellence, and driving operational efficiency across security operations and access management domains.

• Key Responsibilities & Achievements

• Incident & Request Management
  Proficiently handled incidents and service requests within defined SLA timeframes, ensuring timely resolution and minimal service disruption.

• Process Documentation & Optimization
  Meticulously prepared and maintained Standard Operating Procedures (SOPs) tailored to user-specific needs, enhancing clarity, efficiency, and alignment with industry best practices.

• Quality Assurance
  
  Ensured all quality parameters were met before ticket closure, guaranteeing customer satisfaction and operational excellence.

• Communication & Transparency
  
  Consistently upheld communication standards by promptly acknowledging emails and providing daily ticket status updates, fostering transparency and accountability.

• Technical Expertise & Customer Support
  
  Delivered comprehensive technical support to customers, enabling informed decision- making, effective problem resolution, and optimized utilization of services.

• Experience Overview

• Security Operations Unit (SOU) - IAM Project
  
  Role: L1 Developer
  
  Duration: 1.5 Years
  
  Responsibilities: Incident handling, SOP creation, SLA adherence, quality checks, and technical support under the role SOU-MAX-PJ-BAU-Security.

• User Access Management (UAM)
  
  Role: Analyst
  
  Duration: 2.5 Years
  
  Responsibilities: Onboarding/Offboarding, Active Directory operations, Azure AD management, and customer support.