Chaitanya S
Bangalore
Overview
11
11
years of professional experience
1
1
Certification
Work History
Senior Associate, Systems Administration
Kyndryl India Pvt Ltd.
12.2022 - Current
- Transition: IAM Access Provisioning
- Provisioning access to the users in Active Directory through ticketing tool
- Create and Modify Domain User Accounts, System accounts, Groups and Organizational Units by using the Active Directory Users
- Troubleshooting and directly interact with end users, receiving the mails from end users and raise the interaction tickets and analyzing as per the end user requirements
- Access Provisioning and Technical support for various applications used by client
- [Windows, LINUX, ISIM, VDI CITRIX]
- Roles and Responsibilities: Reviewing and analyzing requests for completeness
- Contacting user for additional information, if required
- Creating, modifying, deleting, or transferring User IDs and groups and supporting password management
- Creating, modifying, deleting job roles and associated entitlements
- Manage identities of roles (e.g., Granting/removing role membership management)
- Granting/removing members to Shared ID access list
- Supporting audit data requests
- Determining correct assignment of request
- Determining approvals required
- Ensuring required approvals and credentials obtained to provision access
- Ensuring all provisioning tasks are complete
- Updating request and storing evidence/artifacts
- Notifying the user of status
- Updating Shared User ID Inventory
- Exchange Shared Mailboxes and Distribution Lists
- Ensuring that deviation fix timeframes are met, and if not, initiating escalation within Client Management Team
- Documenting the disposition (e.g., false +ve.) of each specified remediation action
- Notifying Perform team when deviations have been remediated (e.g
- Resolved, determined to be a false positive, issue management process initiated)
Security Delivery Specialist
IBM INDIA PVT. LTD.
10.2021 - 12.2022
- Transition and Migration: IAM Access Reconciliation/Revalidation
- Quarterly Employment Verification (QEV)
- Continued Business Need (CBN)
- Privilege Access Revalidation (PRIV)
- Privilege Authorization Review (PAR)
- Shared ID Re-justification/Re-conciliation/PRIV/PAR
- Identity Access Security Compliance and Risk Management
- Roles and Responsibilities: Account focal in Identity Access Management for client: ABB
- Ensure up to date and approved baselines (Including all systems & sub-systems) for the user ID validation activity
- Ensure all the user IDs to be validated have been collected and tagged to respective owners
- Notify the customer of the start and the finish date of the activity
- Retain all the artifacts of completion of the activity, deviations found, corrective actions taken along with the Change Records
- Corrective action should be completed within the stipulated time-period as agreed with the client
- Ensure the correct validation cycle and correct naming convention is followed for all the user IDs
- Work with all technical teams avoiding ID access risk through providing resolution
- Documentation and Reporting on weekly basis
- Maintaining compliance following global process regulations
- Auditing internally within team, develop Root Cause for escalations or any findings and re-iterate working instructions or process
Sr Technical Support Associate
IBM INDIA PVT LTD
02.2017 - 12.2021
- Identification of proactive investigations
- Creates defect prevention investigations and manages the investigation lifecycle
- Support activities related to Defect Prevention and RCA process within the pool
- Preparation of daily & weekly metrics and delivery status Ensures weekly scorecards / RCA / KPI / PHI completed correctly and accurately
- Maintains interlock with the delivery Managers, Functional Managers and Line Management
- Documentation of investigation and implementation plans to resolve issues (e.g
- RCA, Service Improvement Plans implementation and monitoring)
- Works with Team members across the location(s) to improve and change the process and improve effectiveness eliminating waste
- Analyzes and interprets business data and provides in-depth analysis in identifying problems and performance exposures with alternative solutions/recommendations which can be taken to management/customers
- Engages with the account teams and clients to enhance the effectiveness of solutions and to increase the awareness of proactive quality improvements
- Active participation in ISO Audits
- Activities Performed: Provide detail insight on account level SLA/SLO Metrics in preparing Process Behavior Analysis chat for various LOB like Global Service Desk L1, Centralized Technical Support
- Preparing Survey Validation report
- Actively project data on Backlog Report of the account
- Publishing FCR Metrics for the desk
- Conduct Monthly Calibration for the desk and provide feedback on defect areas
- Conduct New Hire Training and certification
- Trained and Mentoring New Technical Associate & in providing effective Knowledge Transfer
- Prepare weekly and monthly dashboard on account performance on Productivity, AHT, ASA, Abandoned Rate, Ticket Assignment Accuracy
- Preparing Global Account Reporting Data
- Prepare Training Needs Identification - Agents Performance review
- Perform Daily Audit for GSD L1 [ IMAC ] and provide feedback on the same
Process Associate
Accenture
05.2014 - 02.2017
- Managing the queue depends upon the volume inflow
- Processing the orders in the given cutoff time
- Billing the invoices as per the received order
- Communicating with Italian Team through E-mail if any clarification required while booking the order
- Updating the order summary to the customer
- As Team Lead's backup, I was a part of the Logista Italia
- Working with Logista process, have been aligned to training Team for work shadowing of the process being transitioned and process mapping for client
- Ensure Quality compliance as required
- Process Interface accuracy where applicable
- Reviewing process flow weekly to identify gaps and suggest improvements
- Suggest new areas where we could extend our Audit
- Providing timely responses to all client requests, including on-call support outside normal business hours if required
- Formally evaluate new team members, and provides appropriate input to the Supervisor
- Prepare work schedules to ensure appropriate coverage & Assist in monitoring workload
- Escalate potential service issues to operations manager or supervisor/ Seek advice and escalates issues
- Assist in training/education of more junior team members on operation procedures & policies
- Maintain effective internal/external client/user relationships within own area of responsibility, and provide guidance to and share knowledge with colleagues/team members relating to own specialization
- Preparing process documentation
Education
BSC - Computer Science
Bangalore University
01.2014
Skills
- Customer and service orientation
- Ability to operate well in an international environment and multicultural environment
- Very good problem-solving skills
- Certified Big Data Foundation level
- ITIL V3 Certified
- End to End Ticket Handling
- Team Management
- Expertise Windows platform
- Have experience in B2B and B2C
- Investigative mind and sharp
- Experience on ITSM tools like Service now, VDI, Active Directory
Certification
- AZ-900 Microsoft Certified: Azure Fundamentals - Certified
- SC-300 Identity and Access Administrator Associate - Certified
- SC-900 Microsoft Certified: Security, Compliance, and Identity Fundamentals - Certified
- Microsoft Identity and Access Administrator - certified
- Endpoint Detection and Response (EDR) - Foundation
- Vulnerability Management - Foundation
- Vulnerability Management Detection & Response
- Deep Security 20 Technical Essentials
- Cloud One - Conformity Technical Essentials
- Cyber Threat Management
- Okta Essentials & Okta Workflows for Workforce Identity
Timeline
Senior Associate, Systems Administration
Kyndryl India Pvt Ltd.
12.2022 - Current
Security Delivery Specialist
IBM INDIA PVT. LTD.
10.2021 - 12.2022
Sr Technical Support Associate
IBM INDIA PVT LTD
02.2017 - 12.2021
Process Associate
Accenture
05.2014 - 02.2017
- AZ-900 Microsoft Certified: Azure Fundamentals - Certified
- SC-300 Identity and Access Administrator Associate - Certified
- SC-900 Microsoft Certified: Security, Compliance, and Identity Fundamentals - Certified
- Microsoft Identity and Access Administrator - certified
- Endpoint Detection and Response (EDR) - Foundation
- Vulnerability Management - Foundation
- Vulnerability Management Detection & Response
- Deep Security 20 Technical Essentials
- Cloud One - Conformity Technical Essentials
- Cyber Threat Management
- Okta Essentials & Okta Workflows for Workforce Identity
BSC - Computer Science
Bangalore University
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