Shyamala V

• Collaborated with IT teams to develop comprehensive cybersecurity strategies, reducing risks from external attacks.
• Developed and maintained detailed documentation on security processes, facilitating knowledge transfer and ensuring consistency in procedures.
• Documented and maintained technical specifications for SAP applications.
• Enhanced customer satisfaction by efficiently provisioning products and services.
• Handled escalations from customers regarding provisioning concerns, working closely with other departments to resolve issues quickly.
• Streamlined the onboarding process for new clients, ensuring timely delivery of resources.
• Conducted thorough quality checks on provisioned items, maintaining a high level of accuracy and minimizing errors.
• Have working experience in Manual provisioning, Cyberark, SAP and OKTA

• Troubleshooting and resolving access management and provisioning workflow errors
• Manage operations within in the IAM environment at the client, including application patching, granting access for application such as Azure, O365 and Active Directory
• Perform identity and access management activities, granting access for on-boarding and off-boarding user accounts
• Establishes and maintains good working relationships with all IAM customers.

• Issued and renewed certificates, modified and deleted directory entries in LDAP as well as digital portal
• Create and renew objects in LDAP
• Support revocation and suspension of certificates on classified network.

• Identifying, analyzing and initiating the escalation process in an organization based on the escalation criteria specified
• Initiating hierarchical escalation as per the incident management process, including senior authorities and securing their support
• Assembling the escalation team which includes the incident owner, problem owner and other professionals in the specified area of expertise
• Working with internal stakeholders to ensure that field communications are updated as necessary.
• Delivered prompt resolutions to complex issues through effective escalation management and collaboration with specialized departments.
• Contributed to a positive work environment by mentoring junior staff members on effective escalation management techniques.

Creating the user account in Salesforce and adding the role or modifying the existing profile as per user requirement

Have Salesforce implementation experience of service cloud - creating user profiles and enabling the access.