Headline

Security support Engineer | PAM | IAM | Active Directory | Storage | ServiceNow | EMC PowerMax | L1/L2 Support | Incident Management

About

Security Support Engineer with 2+ years of IT experience in Enterprise Infrastructure Support, Identity & Access Management (IAM), Privileged Access Management (PAM), Active Directory, Windows Administration, and Incident Management. Currently supporting enterprise-grade Password Safe (PAM) solutions by providing L1 security support, resolving privileged access issues, monitoring system health, and ensuring secure access management while maintaining SLA and compliance standards. Previously worked in enterprise infrastructure support, administering Active Directory, Windows Server environments, EMC PowerMax, NAS, SAN, Backup & Recovery, and ServiceNow. Experienced in troubleshooting infrastructure and security-related incidents, managing user access, and delivering reliable L1/L2 technical support in production environments. Hands-on experience with Microsoft Azure, Windows administration, PowerShell, and enterprise IT operations through professional projects and lab environments. Passionate about cybersecurity, identity security, infrastructure support, and continuous learning. Currently seeking opportunities in Security Support, IAM, PAM, Infrastructure Support, and Windows Administration where I can contribute and grow. Core Skills: PAM (Password Safe) • IAM • Active Directory • Windows Server • Windows Administration • ServiceNow • EMC PowerMax • NAS • SAN • Backup & Recovery • Azure • PowerShell • Incident Management • User Access Management • L1/L2 Technical Support • Troubleshooting

Location

India

AI stack

claude code

claude

deepseek

elevenlabs

gemini

glama

Work experience

Security Support Engineer at Rakatu, Feb 2026 - Present · 9 mos, Bengaluru, Karnataka, India, Role: Security Support Engineer (L1) Provide critical frontline support for enterprise-grade Privileged Access Management (PAM) solutions, specifically utilizing Password Safe to secure privileged credentials. Maintained a 98% resolution rate for L1 support tickets, drastically reducing MTTR (Mean Time To Resolve) for password reset, connectivity, and policy-based access errors. Conduct proactive system health monitoring, identifying potential risks in privileged account pathways before they escalate to security incidents. Act as the primary point of contact for end-user inquiries, delivering high-quality, security-conscious technical support while maintaining strict confidentiality and audit compliance.

Customer Support Associate at Tech Mahindra, Sep 2025 - Feb 2026 · 6 mos, Bengaluru, Karnataka, India, Supported Amazon North America customers by resolving account and service issues while maintaining quality standards.

Analyst at HCLTech, Feb 2024 - Jul 2025 · 1 yr 6 mos, Madurai, Tamil Nadu, India, - Delivered L1/L2 technical support for enterprise storage infrastructure in a production environment. - Administered Active Directory, including user account creation, access management, and permissions. - Supported Windows Server environments and performed routine administration tasks. - Executed backup and recovery operations to ensure data availability and business continuity. - Managed incidents and service requests using ServiceNow while consistently meeting SLA targets. - Collaborated with cross-functional teams to maintain system stability and resolve technical issues efficiently.

Internship Trainee at HCLTech, Aug 2023 - Feb 2024 · 7 mos, Madurai, Tamil Nadu, India, Assisted in Windows desktop administration and system configuration. Gained hands-on experience in Application Packaging and software deployment processes. Performed software installation, configuration, and troubleshooting. Supported end users by resolving basic technical issues and ensuring smooth IT operations. Worked with senior engineers to document technical procedures and follow IT support best practices.

IT Scholar (Apprenticeship) at HCLTech, Feb 2023 - Aug 2023 · 7 mos, Peddapalli, Telangana, India, Learned Windows administration fundamentals and Microsoft 365 administration. Assisted with user account management, system configuration, and technical troubleshooting. Supported remote users with basic hardware, software, and application-related issues. Built foundational knowledge of IT support processes, documentation, and customer service. Developed troubleshooting and communication skills while working in a remote support environment.

Education

Bachelor of Computer Applications, amity University