Shikhar Srivastava

I’m a Support Engineer and Technical Operations professional with 4+ years of experience delivering production support, application support, and product support for enterprise SaaS and POS platforms. I lead P1/P2/P3 incident management end-to-end and strengthen service reliability through proactive platform monitoring and disciplined SLA/OLA governance.

I’m a go-to IAM and API Integration specialist, implementing SSO with SAML 2.0/OAuth 2.0 and SCIM provisioning using Okta, Ping Identity, and Azure AD/Entra ID. I also troubleshoot REST API failures (JSON/XML payload errors, OAuth token issues, SCIM API mismatches), document integration runbooks, and reduce recurring incidents through root cause analysis and CAPA.

I’ve worked across ITSM and customer-facing operations as well—configuring ServiceNow ITSM workflows, CMDB and Service Catalog, and supporting ITIL v3/v4 change management with CAB/RFC. Alongside maintaining strong client outcomes (including 100% CSAT across US/EMEA/APAC), I’ve achieved 15% faster go-live timelines across 1,400+ client locations through structured UAT and deployment validation.