Soujanya Bairi

Technical Support and IAM professional with 5+ years of experience in production and application support, including experience supporting banking technology environments. Strong background in incident management, technical troubleshooting, application monitoring, log analysis, SSO/MFA, IAM, Linux/UNIX, and production issue resolution. Hands-on experience with Splunk, AppDynamics and ServiceNow.

Experienced in analysing application logs, monitoring system and application health, investigating alerts, identifying error patterns, performing incident triage, and coordinating with L2/L3 and cross-functional teams for resolution. Strong ability to communicate technical issues clearly, document resolutions, and work effectively in fast-paced production environments.

Systems Engineer / IAM Support Engineer at Professional Vision Technologies (2025-08 – 2026-05)

Provided L3 production and application support for enterprise IAM applications supporting banking technology environments.

• Troubleshot authentication, access, SSO federation, MFA, token-based access, and application-related production issues.
• Monitored, triaged, investigated, and resolved production incidents while maintaining accurate incident and change records in ServiceNow.
• Used Splunk extensively for production monitoring and troubleshooting, searching and analysing application logs to investigate authentication failures, access issues, application errors, and production incidents.
• Created and refined Splunk searches to identify relevant error messages, timestamps, transaction details, and recurring patterns during incident investigation.
• Analysed application logs across multiple components to correlate events and narrow down potential root causes of production issues.
• Used Splunk during incident triage to validate reported issues, determine scope and impact, and provide technical findings to L2/L3 and development teams.
• Investigated production alerts and application behaviour using Splunk and AppDynamics to identify performance issues, errors, and abnormal system behaviour.
• Used AppDynamics to monitor application performance, review application health and performance indicators, investigate errors, and support troubleshooting of production issues.
• Collaborated with application, infrastructure, development, and cross-functional teams to troubleshoot complex production issues and escalate unresolved incidents with detailed technical information.
• Provided relevant log findings, timestamps, error details, monitoring observations, and troubleshooting information to technical teams to accelerate incident resolution.
• Supported weekly deployment reviews and change management activities, including production validation and troubleshooting of deployment-related issues.
• Worked with AWS IAM Console to create and manage IAM users, groups, and policies and contributed to cloud IAM migration planning.
• Created and used Ansible playbooks to support operational and automation activities.
• Troubleshot SSO federation and authentication flows and supported MFA systems and an orchestration engine in a production environment.
• Documented incident findings, troubleshooting steps, resolutions, and operational procedures in ServiceNow and other support documentation.
• Contributed to knowledge sharing by documenting recurring issues, troubleshooting procedures, and effective resolutions.

Application Support Engineer / Consultant IAM at Virtusa Polaris via Paxten Technologies (2017-08 – 2022-11)

Provided L2/L3 application support for Citibank banking security and authentication platforms, including CitiSAFE, OneSpan, and Transmit Security (FLEXID/BINDID), maintaining 24x7 production availability across AIX, Windows, and Linux-hosted environments.

• Supported certificate installation, renewal, and validation activities for SSO and authentication integrations hosted on Oracle iPlanet, IBM HTTP Server, and WebSphere.
• Configured and maintained SAML, OAuth 2.0, and SSO integrations for web application authentication flows.
• Investigated and resolved authentication and fraud-detection alerts using ThreatMetrix and BioCatch, collaborating with fraud operations and security teams.
• Administered role-based access control (RBAC) and least-privilege access policies for banking application environments in line with regulatory and audit requirements.
• Managed incident, problem, and change tickets through ServiceNow following ITIL processes and SLA targets.
• Monitored application health and authentication performance using Splunk and AppDynamics and performed root cause analysis for recurring incidents.
• Automated operational tasks including log collection, health checks, and deployment/package validation using Shell scripting and Ansible.
• Partnered with build and implementation teams during feature rollouts and regional standard migrations, providing production-readiness feedback and support documentation

Master of Science (MS) in Information Systems & Technology – Wilmington University