Sukhmander Singh

Own day-to-day operation of internal IT stack across IAM/SSO, endpoint management, and collaboration platforms with an automation-first mindset.

• Operate Okta (SSO/IAM), Jamf/Intune (MDM), and collaboration suites using scripted and API-driven workflows to reduce manual work and speed delivery

• Define and track IT health metrics (SLA adherence, request volumes, repeat issues) to prioritize improvements and justify tooling investments

• Drive IAM modernization: self-service access requests, policy-as-code role mapping, auditable approvals, standardized onboarding/offboarding, and asset lifecycle governance

• Design and pilot AI agents that surface internal KB answers and perform approved actions (access requests, device checks, routine fixes) to improve MTTR and reduce Tier-1/2 load

• Build lightweight frontends on top of automation/APIs so non-engineers can safely trigger operational runbooks

• Develop diagnostics and remediation playbooks; lead incident triage with SMEs/vendors to cut MTTR and prevent repeats through pattern analysis

• Run change management and knowledge programs (targeted comms, brown-bags, docs) to scale IT effectiveness and increase self-service adoption

• Automate license removal and access audits for non-SCIM apps to enforce deprovision SLAs and reclaim unused licenses/costs

EMEA IT owner, responsible for SaaS governance, onboarding flow automation, and regional IT operations.

• Consolidated SaaS footprint by auditing non-compliant/duplicative apps, reducing manual effort and cost while improving governance and visibility

• Increased Terraform and infra-as-code usage within IT to enable reviewable, repeatable changes to IT systems

• Streamlined onboarding flows (accounts, access, devices) with HR/People; automated ticketing and approvals in ITSM

• Operated as the sole EMEA IT owner supporting hundreds of employees; established incident comms, vendor SLAs, and escalation paths

• Led European office IT build-out end-to-end (network, endpoints, conference rooms)

Endpoint security, MDM standardization, access review hardening, and ITSM quality improvements.

• Implemented MDM app deployment at scale via bash automation, improving time-to-secure baseline and reducing manual packaging cycles

• Hardened endpoint posture across Jamf, Mosyle, and Intune with standardized profiles, patch baselines, and SSO enforcement via Okta

• Introduced asset lifecycle and access reviews tied to HR events, closing gaps in offboarding and privileged access

• Tuned ITSM queue triage and routing; published how-to guides and runbooks to cut repeat tickets and raise CSAT

Access request tooling and knowledge standardization across Windows/macOS/SharePoint environments.

• Built a Power Apps + Teams onboarding portal to centralize access requests and approvals, improving auditability and cycle time

• Authored core knowledge articles and updated support policies to standardize responses across Windows/macOS/SharePoint stacks

Global team leadership, incident strategy, and workflow automation for enterprise support operations.

• Led ~100 engineers across regions; implemented KPI/SLA dashboards, incident bridge leadership, and RCA cadence with app/network teams

• Automated ServiceNow workflows to remove manual steps, enforce approvals, and create audit trails for access changes

• Established vendor and inter-team escalation paths with measurable SLAs to improve responsiveness on complex incidents

High-severity incident response, knowledge scaling, and access control standardization.

• Resolved high-severity outages; created repeatable runbooks and post-incident actions that reduced repeat incidents

• Mentored new engineers; standardized AD/Workspace and collaboration admin procedures to tighten access control

L2 support across Windows, M365/SharePoint, and network incidents.

• Drove L2 troubleshooting across Windows/M365/SharePoint and network issues; documented fixes and escalations for faster L1 handoffs