Mritunjay Kumar
Senior Analyst, IAM
Pune
Summary
Versatile and fast learner dedicated to developing skills with a growth-oriented mindset. Enjoys acquiring knowledge across various subjects to contribute to company growth. Values learning from others and aims to lead by example through insights. Seeking opportunity to utilize technical and leadership skills to drive success and innovation within the organization.
Overview
11
11
years of professional experience
2014
2014
years of post-secondary education
2
2
Languages
Work History
Senior Analyst
Tetra Pak India Pvt Ltd
11.2016 - Current
- A highly skilled Application Support Specialist with 7 years of experience in managing and supporting enterprise applications. Expertise in identity and access management solutions, including Omada, PingFederate, and Azure AD, as well as extensive experience with ServiceNow for IT service management and AI integration. Known for a strong analytical approach, exceptional problem-solving skills, and a commitment to continuous improvement and customer satisfaction.
- Administered and supported Omada identity solutions, ensuring robust and secure user access management.
- Managed PingFederate for Single Sign-On (SSO) and multi-factor authentication (MFA), improving user authentication processes.
- Implemented and maintained Azure Active Directory (Azure AD) for seamless integration with cloud and on-premises applications.
- Provided comprehensive support for enterprise applications, diagnosing and resolving technical issues efficiently.
- Collaborated with cross-functional teams to ensure application availability, reliability, and performance.
- Conducted regular system maintenance, upgrades, and patches to ensure optimal application functionality.
- Leveraged ServiceNow for incident management, problem management, and change management to streamline IT operations.
- Developed and implemented AI-driven solutions in ServiceNow Virtual Agent to enhance service delivery and automate repetitive tasks.
- Created and maintained ServiceNow dashboards and reports for monitoring application performance and identifying improvement areas.
- Successfully led the migration of legacy identity management systems to Omada, resulting in a 30% increase in operational efficiency.
- Enhanced security by implementing PingFederate SSO and MFA, reducing unauthorized access incidents by 40%.
- Improved service desk response times by integrating AI capabilities into ServiceNow, achieving a 25% reduction in resolution times.
Customer Support Engineer
PC Solutions Pvt Ltd
11.2014 - 11.2016
- A dedicated Service Desk and SAP Application Support Specialist with extensive experience in providing technical support and managing enterprise applications. Proficient in supporting SAP applications, Office 365, and cloud services. Known for excellent problem-solving skills, a customer-centric approach, and a strong commitment to continuous improvement. Adept at troubleshooting complex issues, managing incidents, and ensuring seamless application performance.
- Provided first and second-level support for IT-related issues, ensuring timely resolution and minimal downtime.
- Managed incident and request tickets using ITSM tools like ServiceNow, ensuring accurate documentation and follow-up.
- Delivered exceptional customer service by effectively communicating with users, understanding their needs, and providing appropriate solutions.
- Administered and supported SAP applications, including user management, configuration, and troubleshooting.
- Collaborated with SAP functional teams to resolve application issues and improve system performance.
- Conducted regular system maintenance, patches, and upgrades to ensure the reliability and security of SAP applications.
- Managed Office 365 services, including Exchange Online, SharePoint, Teams, and OneDrive for Business.
- Provided support for Office 365 user account management, email configurations, and software deployment.
- Trained users on Office 365 functionalities and best practices to enhance productivity and collaboration.
- Successfully reduced incident resolution times by 30% through process optimization and improved troubleshooting techniques.
- Led the implementation of Office 365 across the organization, resulting in a 40% increase in collaboration and productivity.
- Improved SAP application performance and user satisfaction by implementing regular maintenance schedules and proactive support measures.
- Enhanced cloud service reliability by implementing monitoring tools and best practices, reducing downtime by 25%.
Education
B.Tech - Electronics & Communication Engg.
- University: Punjab Technical University
- GPA: 68%
Skills
IAM Solutions and Tools: Microsoft Azure AD, On-Prem AD, OMADA, Ping Federate
Accomplishments
- Successfully led the migration of legacy identity management systems to Omada, resulting in a 30% increase in operational efficiency.
- Enhanced security by implementing PingFederate SSO and MFA, reducing unauthorized access incidents by 40%.
Disclaimer
I hereby declare that the above-given particulars are true to the best of my knowledge. Mritunjay Kumar.
Additional Information
In addition to my core qualifications, I bring a diverse set of interests and experiences that enrich my professional profile:
- Languages: I am fluent in English and Hindi, which enables me to communicate effectively in multicultural and multilingual environments.
- Hobbies & Interests: I have a passion for travelling, exploring and learning new technologies, and engaging in sports. These interests fuel my curiosity, adaptability, and team spirit.
- Key Projects: I’ve contributed to impactful initiatives such as ServiceNow Migration, IVA Chatbot development, Catalog Building, Passwordstate integration, and Privileged Access Management (PAM). These projects reflect my hands-on experience with automation, security, and service delivery optimization.
Timeline
Senior Analyst - Tetra Pak India Pvt Ltd
11.2016 - Current
Customer Support Engineer - PC Solutions Pvt Ltd
11.2014 - 11.2016
Adesh Institute of Engineering and Technology - B.Tech, Electronics & Communication Engg.
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