Shabnam Sabu

Conducted root cause analysis on customer onboarding issues, account escalations, and operational challenges, and delivered data-driven recommendations to stakeholders to improve onboarding efficiency and customer satisfaction. Built and maintained dashboards and reports using SQL, Looker, and Snowflake, and collaborated with Operations, Trust & Safety, Product, and Support teams to resolve custom

Supported enterprise customers with account security and onboarding by ensuring compliance with AWS security policies across IAM, Organizations, and billing onboarding. Monitored suspicious activity and potential ATO attempts, handled escalations related to account access and MFA resets, collaborated with Security Operations and Billing Fraud teams, and troubleshot EC2, S3, and RDS while ensuring

Delivered customer support and operational assistance for enterprise clients by monitoring customer issues, service performance, and support trends to improve customer satisfaction. Created SOPs and operational reports, contributed to root cause identification and resolution efforts, mentored team members, and applied ITIL practices for incident, problem, and change management processes.

Provided IT Service Management (ITSM) support following ITIL framework practices, managing the incident management lifecycle to resolve issues within SLA targets. Handled service requests and access issues, performed problem management using root cause analysis, coordinated change management activities, maintained documentation in ITSM tools for audit and compliance, and ensured adherence to ITIL

Earned a Bachelor of Engineering in Computer Science from Atria Institute of Technology (VTU), Bangalore, from 2013 to 2017.

Completed pre-university studies (PCME) at Bishop Cotton Women’s Christian College in Bangalore from 2011 to 2013.