IAM Support Engineer at HSBC (2025-01 – Present)
Cloud-based Identity and Access Management Solution. Payroll - Lince soft solutions
- Participated actively in requirement gathering sessions.
- Contributed to the design and implementation of the overall Identity Management program.
- Supported SSO, SAML, REST APIs, OIDC, OAuth, and WS Federation.
- Implemented daily CRQs, including user provisioning and de-provisioning.
- Managed User Life Cycle Management and ensured integration with enterprise processes like change, incident, and problem management.
- Worked with development teams to transition enhancement requirements into final delivery.
- Configured MFA for the organization and applications.
- Configured static/dynamic authorization access.
- Set up social sign-on using Google, Facebook, and LinkedIn.
- Configured multiple sign-in options on the login page.
- Created groups, rules, and based access policies.
- Configured JML use cases and request workflows for line manager approvals.
- Worked on REST, LDAP, and SOAP-based connectors.
Software Engineer at Hexaware technologies (2024-01 – 2025-01)
- Delivered IT support via calls, chats, emails, and ticketing systems, ensuring SLA adherence and high-quality resolution.
- Managed escalation calls and coordinated helpdesk technology shifts to maintain smooth operations.
- Coordinated with vendors to ensure timely business support and issue resolution.
- Provided dedicated support for senior executives (SVP, VP, AVP), handling priority escalations.
- Monitored helpdesk operations, tracked productivity, and generated reports to improve team efficiency.
- Created user accounts, reset passwords, provisioned access, and resolved account lockout issues.
- Managed personal and shared drive access, ensuring secure data availability.
- Troubleshot domain joining, profile, and access issues.
- Resolved incident tickets within turnaround time, consistently meeting SLA targets.
- Documented recurring issues and created knowledge base articles to improve first-call resolution rates.
Software Engineer at TCS (2021-12 – 2023-09)
- Collaborate with cross-functional teams, including application owners, IT Teams, and security teams, to ensure seamless integration of new applications with Okta.
- Lead the design and implementation of seamless integration between Okta and Active Directory (AD), Azure Active Directory (Azure AD), ensuring accurate user provisioning, authentication, and group synchronization.
- Develop and maintain custom mappings and transformations to align AD/Azure AD attributes with Okta user profiles, ensuring consistent data across platforms.
- Implement and maintain Okta – AD agents or connectors for real-time synchronization of user data and group memberships between AD/Azure AD and Okta.
- Configure and optimize Okta authentication policies for AD/Azure AD users, including password policies, multi-factor authentication, and adaptive authentication.
- Analyze Okta system logs and events to diagnose root causes and implement corrective actions.
- Provide technical guidance and training to L1 support team members on Okta IAM best practices.
- Configured and managed Multi-Factor Authentication (MFA) systems to improve organizational security.
- Implemented and maintained Single Sign-On (SSO) solutions using SAML, OIDC, and SWA protocols to simplify user access.
- Utilized Splunk Tool to monitor the performance and health of Okta systems, identifying and resolving performance bottlenecks.
- Configuration of multi-factor authentication (MFA) solutions within Okta, with Okta Verify, SMS, or push notifications, to enhance security and protect sensitive user accounts.
- Troubleshoot and resolve OAuth 2.0 integration issues, such as token validation errors, authorization failures, or misconfigured scopes.
- Troubleshoot and resolve SAML integration issues, such as assertion validation errors, attribute mapping conflicts, or certificate issues.
- Implement and manage OpenID Connect (OIDC) integrations with Okta.
- Troubleshoot and resolve OIDC integration issues, such as token expiration, ID token validation errors, or redirect URI mismatches.
- Worked on REST, LDAP, and SOAP-based connectors.
Support Engineer at Helson Software Solutions (2020-03 – 2021-11)
- Handling the service desk volume queued through calls, chats, emails & ticketing, and making sure to meet the agreed SLA along with the quality of work.
- Handling escalation calls & Technology shifts in charge mailbox in the help desk.
- Handling the IT purchase and asset management portfolio at the Hyderabad site.
- Managing different vendors to support the business in all aspects.
- Handling SVP, VP, and AVP level user issues and escalations.
- Monitoring and execution of the helpdesk operations (incident & service request logging & closing, fulfilling the User requests & reporting the live, closed, and pending tickets to track the engineer's productivity.
- Creating user Accounts and resetting account passwords, access provisioning & troubleshooting account lockout issues.
- Creating & troubleshooting personal drives and shared drive access for associates on filers.
- Troubleshooting Domain joining issues, profile issues, and access-related issues.
- Responding and resolving the incident tickets within the Turnaround time.
