Anandhi Jacob
@anandhijacob
Escalation Manager at Solverminds Solutions and Technology, handling critical incidents and service requests within SLA commitments.
IndiaWhat I'm looking for
At Solverminds Solutions and Technology Pvt Ltd., I handled service requests, incidents, and changes while working to meet SLA commitments. I also ensured Severity-1 incidents affecting Hapag Lloyd’s production systems were handled within the required SLA and contractual obligations.
At Kyndryl solutions(IBM India PVT LTD Chennai), I supported enterprise identity and access management, including user access administration, account troubleshooting, and quarterly access reviews. Earlier, as a Technical Support Executive at IBM India PVT LTD Bangalore, I administered user access and monitored the SLA request queue.
Experience
Work history, roles, and key accomplishments
Escalation Manager
Solverminds Solutions and Technology Pvt Ltd.
Jul 2022 - Nov 2022 (4 months)
Ensured high-level performance in handling service requests, incidents, and changes without SLA misses. Managed Severity-1 critical incidents impacting Hapag Lloyd's production systems within SLA and contractual obligations.
IAM Consultant
Kyndryl Solutions
Aug 2014 - Jul 2022 (7 years 11 months)
Managed day-to-day user access management (RBAC) for internal and external employees. Administered user accounts, resolved access issues, and maintained 100% SLA/SLO attainment.
Administered user access including modifications, password resets, and account unlocks while adhering to SLA. Monitored and managed the SLA request queue and assigned requests to staff across locations.
Education
Degrees, certifications, and relevant coursework
Sri Krishna Engineering College
Bachelor of Technology, Information Technology
Bachelor of Technology in Information Technology from Sri Krishna Engineering College, affiliated to Anna University, completed in May 2011.
Sacred Heart Matriculation Higher Secondary School
Higher Secondary
Completed Higher Secondary education at Sacred Heart Matriculation Higher Secondary School, Chennai.
Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
Salary expectations
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