Deepti Bora

Project: Identification Provisioning ( IDP)

· Develop and maintain standard processes to ensure AD service levels are met.

· Leading Audits and assure the maintenance of the standard quality score.

· Oversee 100% of the requests, incidents and problems. Manages and coordinates urgent and complicated support issues. Act as escalation point for all incidents.

· Working on on-premise and Azure AD and managing AD users and Groups.

· Establish and maintain best practices, processes and procedures to under pin the processes for AD Accounts (User, Generic, and Vendor).

· Train, coach and mentor Service Desk Specialists (New Joiners).

· Ensure to check and initiate the incident and change management system.

· Work with the ITSM Service Manager to develop and document IT Incident Management policies, processes, and procedures based on ITIL standard methodologies.

· Proving RCA, SLA for Major Incident.

· Responsible for planning and coordinating all the activities required to perform, monitor, and report on the process.

· Working on windows server 2008 and 2012 and Microsoft Azure active directory services.

· Manage ID Provisioning, New Hires, Exits, Access provisioning.

· Manage File Server Folders and security groups for all Publicis Clients.

· Manage and monitor Office 365 services.