Rajlaxmi Dash

Cloud & Infrastructure Support Engineer

• Provide technical support for users across cloud and infrastructure services, ensuring timely resolution of incidents and service requests.
• Manage Active Directory tasks, including user account creation, password resets, account unlocks, group membership, access permissions, and basic domain-related troubleshooting.
• Administer Microsoft 365 services, including user access, license assignment, mailbox-related support, and troubleshooting of Microsoft 365 applications.
• Work with Microsoft Entra ID for user identity and access management, including account management, authentication issues, group membership, and access-related troubleshooting.
• Handle and resolve incidents, service requests, and access-related issues using the ServiceNow ticketing tool, following defined SLAs and ITIL processes.
• Troubleshoot user login, authentication, access, and application-related issues, and provide appropriate resolutions, or escalate them to the relevant teams.
• Monitor ticket queues, prioritize issues based on impact and urgency, and ensure timely resolution within SLA.
• Collaborate with L2, L3, infrastructure, cloud, security, and application teams for complex technical issues.
• Maintain proper documentation of troubleshooting steps, resolutions, and user interactions in ServiceNow.
• Follow standard ITIL processes for Incident, Request, Problem, and Change Management.
• Provide effective communication and technical assistance to end users, while maintaining service quality and security standards.