PRIYANKA SONANIA

IAM/Access Governance at UBS

As a Global Client Support professional at UBS Business Solution India Pvt. Ltd., I specialize in Identity and Access Management (IAM/UAM), providing comprehensive assistance. My role includes:

• Providing L2, L3 support for applications onboarded to ECMS/BBS.

ECMS is Entitlement Configuration Management System covers the group wide onboarding and change process of IT assets to Authorization systems and is being to be used as catalogue for any access right except infrastructure access rights.

• Performing application on boarding support to ECMS/BBS tools in UBS.
• Reviewing the on boarding requirement specification and run-through overview sessions for our stakeholders.
• Involving in various change requests with respect to multiple applications which are integrated with Active Directory, Azure, DWH and their access rights.
• Involving in resolving issue with respect to SoD, Analytics, Workflows, Roles, Access rights and entitlements of applications.
• Coordinating with various stake holders for resolving issues with respect to Incident Management, Request Management, Change Management, Access Rights Reviews.
• Performing integration testing, conduct root cause analysis of test defects, implement fixes and prepare PROD deployments.

User Access Requests and Provisioning:

• Process user access requests, including creating, modifying, and deleting user accounts manually in various systems( Active Directory, applications, including SQL, Oracle, and Sybase).
• Ensuring appropriate user access permissions are granted based on business roles and organizational policies.
• Utilizing Active Directory for AD group management and server permissions.

User Access De-provisioning:

• Handling user account deactivation upon termination, role changes or when is no longer needed.
• Ensuring timely and accurate removal of access rights to prevent unauthorized use of systems.
• Performing periodic user access reviews and audits to ensure compliance with security policies.

• Worked in HCLTECH SEZ Noida for ExxonMobil EMIT Customer Infrastructure in Back Office and Priority Support dealing with issues of ExxonMobil users remotely or verbally.
• Worked on high priority incident tickets / Bridge call initiation / end user communication / coordination with all stakeholders / follow up until closure and Problem ticket creation (RCA analysis in few cases).
• Oversee the daily operations of the IT service desk, ensuring prompt resolution of technical issues, efficient ticket management, and excellent customer satisfaction.
• Contributing to designing technical solutions for IT and business systems.
• Hands on experience in Microsoft Office, Outlook, Skype for Business, Excel operations, Windows 10, Office 365, ITSM, SharePoint.
• Knowledge management, as well as ticket quality audits.
• Hands on experience in Critical Incident Management, Service Request, Incident management, Change and Problem Management with adherence to ITIL guidelines.
• Well versed with Service NOW ticketing tool. Sending reports on daily and monthly basis as per Client requirements.

• Familiarity with CRM systems and practices
• Client based, interaction with clients, meeting their deadlines and adaptability to different personality types
• Basic knowledge of telecommunication industries
• Responsible for submitting reports to the relevant department heads and management
• Helping the management and other teams draw business goals and needs
• Applied knowledge of IT best practices to tackle new challenges and make educated decisions