Headline

Cloud & SaaS Support Engineer | JumpCloud Advanced Certified | IAM · MDM · Okta · JAMF|

About

The gap between "it works in staging" and "it works for the customer" is where I live. Most recently at JumpCloud, I sat at the intersection of identity, device management, and customer infrastructure the layer where MDM policies meet IAM configurations, where API automations replace manual diagnostics, and where a misconfigured workflow becomes a critical escalation if nobody catches it first. I owned the technical layer between the platform and enterprise customers: from onboarding and integration setup through high-priority outages—coordinating with Engineering and Product teams, managing SLAs, and writing the documentation that stops the same ticket from coming in twice. My toolkit spans the identity and device layer most engineers treat as someone else's problem: → Device Management: JAMF, Apple MDM, Intune, SCCM → Identity & Access: Okta, JumpCloud, Active Directory, LDAP, SCIM provisioning → Cloud & Infrastructure: AWS (EC2, IAM, VPC, Route 53), Linux, VDI → Monitoring & Automation: Datadog, REST APIs, Scripting, Postman, Splunk → ITSM / Tools: ServiceNow, Jira, Salesforce Right now, I am deepening my identity protocol knowledge (SAML 2.0, OIDC, OAuth 2.0) and exploring the possibilities of building and deploying autonomous Agentic workflows utilizing the Model Context Protocol (MCP).

Location

Bengaluru

Work experience

Customer Support Engineer at JumpCloud, May 2023 - May 2026 · 3 yrs 1 mo, India, Delivered Tier 1/Tier 2 technical support for macOS, iOS, and Windows endpoints in a SaaS environment, managing device configurations, MDM and patch policies maintaining security and compliance. Coordinated cross-functional root cause analysis with Engineering and Product teams to maintain a 96% SLA adherence rate across customer deployments. Configured and validated identity lifecycle integrations across Okta, Google workspace, LDAP, and Active Directory. Built and published 20+ internal knowledge base articles covering platform troubleshooting workflows and integration patterns which cut repeats escalation volume by 30%, effectively enabling Tier-1 engineers to self-resolve recurring issues. Monitored platform health using Datadog, Splunk, and Wireshark; performed log analysis to troubleshoot API errors, authentication failures, and network connectivity issues.

Senior Technician at DXC Technology, Nov 2021 - Mar 2023 · 1 yr 5 mos, Bengaluru, Administered identity and access management across Azure AD, JAMF, and Active Directory for a 5,000+ user global SAP environment. Managed device enrollment for Windows 10, macOS, and iOS endpoints while resolving critical authentication failures. Maintained 24/7 enterprise support coverage across VPN, RSA Secure ID, Citrix, VMware, and Office 365. Personally handled 85+ high-volume tickets per week, consistently achieving SLA compliance across all client-defined incident priority tiers. Leveraged the ServiceNow supervisor dashboard to triage, escalate, and track incidents, successfully reducing Mean Time to Resolution (MTTR) by 20 percentage.

Site Supervisor at NLC India Limited, Mar 2017 - Nov 2018 · 1 yr 9 mos, Neyveli, Supervised a team of 15+ contract workers across critical, heavy-duty industrial power generation infrastructure. Monitored complex equipment indicators, maintained strict compliance logs, and escalated anomalies to prevent unplanned downtime in 24/7 operational environment. Managed end-to-end work permit and safety compliance documentation for field workers.

Education

B.E, Electrical and Electronics Engineering, Agni College of Technology