Soundarya Jain

Result-oriented IAM Application & Production Support professional with over 4 years of experience providing L2/L3 support for enterprise identity, access, and business-critical platforms. Proven track record in incident management, change management, and root cause analysis (RCA), driving production issues to resolution within SLA. Skilled in coordinating with engineering teams, vendors, and business stakeholders to maintain application stability, using ServiceNow for incident tracking and escalation management, and preparing operational documentation and SOPs.

Experienced in identifying automation opportunities to improve support efficiency and reduce manual effort.

Technology Analyst — IAM & Application Support - Infosys Limited - Bengaluru, India

(2021-07 - 2026-03)

IDAM (Identity and Access Management) — Production Support

• Managed end-to-end user access administration including provisioning, deprovisioning, and modification of user accounts and access rights across Active Directory, Mainframe, and enterprise applications — ensuring correct permissions for all human and non-human accounts.
• Administered Active Directory user and group management including shared mailboxes, distribution groups, network file share permissions, and account transfers across organizational units (OUs).
• Administered Mainframe (RACF/ACF2) user ID management — managing user accounts, group access assignments, and access structures within Mainframe security administration guidelines.
• Provided L2/L3 production support for access administration and enterprise applications — troubleshooting issues, performing root cause analysis (RCA), and coordinating with application, engineering, and infrastructure teams to drive incidents to resolution within defined SLA targets.
• Processed access requests and production tickets through ServiceNow — validated business justification, managed incident tracking, handled escalation management, and generated operational reports within defined SLAs.
• Managed Joiner, Mover, and Leaver lifecycle processes — coordinating timely access changes aligned with HR events and organizational security policies.
• Managed quarterly access certification campaigns — coordinating with reviewers, tracking completion, and ensuring revoked access was remediated within SLA.
• Identified automation opportunities within IAM and support operations and contributed to process improvements — reducing manual effort and improving consistency of operational activities.
• Supported audit readiness by preparing access reports, certification evidence, and user access matrices — ensuring adherence to information security policies and compliance standards.
• Created and maintained operational documentation, runbooks, and SOPs — ensuring consistency and facilitating knowledge sharing and mentoring across the team.
• Coordinated change management activities including preparing change requests, managing deployment windows, and leading post-deployment validation across multiple teams.

MCA - Evolved Food and Grocery Automation - Nitte Meenakshi Institute of Technology (2021-05)

BSc - Computer Science - Kalpataru First Grade Science College (2018-10)