Senior Technical Support Specialist · Bengaluru, India

Securing identity across the enterprise stack.

11+ years in IT — 7.5+ years in network infrastructure, 1+ year specializing in Identity and Access Management across NetIQ products — Identity Manager, eDirectory, Access Manager and Identity Governance. Currently at OpenText, supporting IAM and federation across APAC, EMEA and the Americas.

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// Open to opportunities

Open to IAM, security and infrastructure roles.

Open to relocation or remote work. Currently at OpenText in Bengaluru, India — the summary below is what a hiring team usually wants first.

Available for new roles

Roles I'm targeting

IAM / Identity Security Engineer NetIQ products — Identity Manager, eDirectory, Access Manager, Identity Governance — plus Microsoft Entra ID and AWS IAM; federation, RBAC and access reviews.
Cybersecurity Engineer / Security Analyst CEH-certified, with vulnerability coordination, SSL/TLS and certificate management, and a network-security foundation.
IAM Consultant Client-facing enterprise IAM delivery and escalation management across APAC, EMEA and the Americas.
Cloud & Infrastructure Engineer AWS and Azure, Linux (RHEL, SUSE) and Windows Server, Docker, VMware/VirtualBox — on 7.5+ years of enterprise network infrastructure.
AWS Solutions Architect Working toward this: cloud identity on AWS IAM and Microsoft Entra ID, and multi-system lab environments designed and built end to end.

At a glance

Experience: 11+ years in IT · 7.5+ in network infrastructure
Specialization: Identity & Access Management · Cloud & infrastructure
Current role: Senior Technical Support Specialist, OpenText
Location: Bengaluru, Karnataka, India
Work setup: Open to remote or relocation
Certifications: CEH · OpenText Certified Administrator & Business Administrator — NetIQ IDM
Languages: English

Core skills recruiters search for

// About

Eleven years in IT. The last stretch spent where identity meets infrastructure.

I keep directories, federation and entitlements honest — diagnosing the layer beneath the login screen, from driver policy to certificate chain to the network underneath it.

Senior Technical Support Specialist with 11+ years in IT — 7.5+ years in network infrastructure, the last year-plus specializing in Identity and Access Management across NetIQ products — Identity Manager, eDirectory and Access Manager — on the OpenText stack. I have deep hands-on expertise in IDM upgrade/migration troubleshooting, driver administration (AD, JDBC, LDAP, Loopback, REST), eDirectory certificate management, UA/RBPM performance tuning, and workflow design — and coordinate customer-reported vulnerability concerns with SRE/backline teams for remediation and patch communication.

That IAM depth sits on top of a network-engineering foundation: 7.5 years hardening and running trading-grade infrastructure for a financial services client, before moving into product support. I build and maintain multi-system lab environments (Active Directory, Microsoft SQL Server, Azure Entra ID, AWS IAM, DNS) to reproduce customer-reported issues and hand R&D fully characterized repro cases — and I use AI-assisted tooling (GitHub Copilot) to speed up case research and documentation, not to replace the diagnosis itself.

11+

Years in IT

7.5+

Years in network infrastructure

100%

OSAT / CES across 19 customer surveys

71%

Faster resolution without escalation

Current focus

NetIQ products Identity Manager, eDirectory, Access Manager, Identity Governance

Federation SAML 2.0, OAuth 2.0, OIDC, WS-Federation

Systems diagnostics Tomcat/JVM, eDirectory core dumps, DIB repair

Security Vulnerability coordination, SSL/TLS, patch communication

AI-assisted support Copilot-driven case research and documentation

// Experience

Where I've worked.

FEB 2025 — PRESENT

Senior Technical Support Specialist

OpenText Corporation · Bengaluru, KA

Provide senior-level product support across NetIQ products — Identity Manager (IDM), eDirectory, Access Manager (NAM) and Identity Governance (IG) — for APAC accounts, including handover and escalated cases from EMEA and Americas regions.
Diagnose IDM driver issues (AD, JDBC, LDAP, Loopback, Entitlements, REST) — policy failures, association problems, driver state errors — using REST API testing (Swagger, Postman) and Designer's Policy Simulator to isolate DirXML/ECMAScript policy faults against imported customer configurations.
Configure and troubleshoot NAM application integrations using SAML 2.0, OAuth 2.0, OIDC, and WS-Federation (Windows-integrated systems); integrate NAM with NetIQ Advanced Authentication (AA) for step-up and multi-factor authentication chains; build reverse-proxy-fronted applications and configure Identity Injection (form-fill, header, query-string) for legacy backend apps; diagnose federation issues at the protocol/metadata level using Fiddler.
Manage end-to-end IDM/NAM upgrade and migration troubleshooting plus proactive pre-upgrade advisory; build multi-system lab environments (VMware/VirtualBox — AD, MS SQL, Azure Entra ID, AWS IAM, DNS), including lab-configured Tomcat clustering for IDM User Application HA testing, to reproduce customer issues and personally file resulting defect/enhancement tickets.
Administer IDM-UA JDBC/MS SQL integration; administer and troubleshoot RBAC/least-privilege access (RBPM role catalog, entitlements, approval workflows; Identity Console), including customer-reported role issues; build and troubleshoot IG access review definitions and application collectors (AD, eDirectory, PostgreSQL, REST).
Perform systems-level diagnostics beneath the IAM layer: Tomcat/JVM troubleshooting (log, heap, thread dump analysis), eDirectory core dump analysis, DIB corruption repair (ndsrepair, DIB rebuild, replica sync recovery), and application hang/UA slowness root-causing.
Coordinate P1/critical case escalation with product team and backline/global-region engineers per case-management process; relay customer-reported vulnerabilities (Nginx, OpenSSL, Tomcat) to SRE/backline teams and communicate mitigation guidance to customers.
Achieved 100% OSAT and 100% CES across customer surveys (n=19), 95.9% First Technical Contact rate with zero misses on personally assigned cases, a Support-Only Time-to-Resolve of 17.7 days versus 61.3 days for R&D-assisted cases (71% faster), and 93.3% KB-to-case linkage (126 articles) via the KCS methodology.
Built an AI-assisted support workflow using GitHub Copilot — a knowledge-creation system for case documentation, autonomous case-research agents (Copilot + VS Code), and cross-product documentation-search agents (IDM, NAM, IG, eDirectory) — including automated self-assessment metrics compilation; mentor peers on lab creation and issue reproduction, pioneering an IDM certification path subsequently adopted by team members.

Key achievements

Attained OpenText Certified Administrator and OpenText Certified Business Administrator — NetIQ Identity Manager.
Recipient of the OpenText Navigator Award for outstanding teamwork and collaboration, consistently embodying the We, NOT I motto and contributing to team success.
Consistently received positive customer feedback, particularly for resolving high-priority issues, leading to improved customer experience and loyalty.

NetIQ IDMeDirectoryNAMIdentity GovernanceAWS IAMAzure Entra ID

MAY 2017 — FEB 2025

Senior Network Engineer

Lore Software Solutions Pvt. Ltd. · client: Virtu Financial Inc. · Bengaluru, KA

Manage IT infrastructure to ensure zero downtime across all computing resources for 1,000+ employees and a global network of 700+ devices, supporting critical trading infrastructure.
Continuously monitor network performance to meet SLA requirements, proactively addressing issues and coordinating with vendors during outages.
Employ ACLs, port security, DHCP snooping, DAI, and AAA for hardening Cisco devices to protect network integrity.
Oversee and manage dynamic routing protocols (OSPF, BGP, EIGRP, RIP) and implement traffic filters using access-lists for enhanced security.
Provide 1st, 2nd, and 3rd line support, diagnosing and resolving hardware and software issues, and replacing defective components as necessary.
Ensure adherence to security policies and ITIL processes, including change management. Produce daily logs, exception reports, and summaries of major incidents.
Gather network requirements by collaborating with clients and colleagues and liaise with support teams to effectively resolve customer issues.
Coordinate the installation and maintenance of network operating systems and equipment, keeping updated records of service agreements.
Prepare connectivity and configuration reports for multiple regions, including FIX Proxy and RN Proxy configurations.

CiscoOSPF / BGP / EIGRPACLsITIL

MAY 2015 — MAY 2017

System Analyst

Lore Software Solutions Pvt. Ltd. · client: Investment Technology Group Inc. · Bengaluru, KA

Provided global 24x7 product support for clients across TCA Equities, TCA FX, and TCA Peer batches.
Managed Logic PTA, Cost Curve, and back-fill processes; provided support to Financial Engineering.
Monitored TCA batches for all regional clients and system health of APR products (TCA, Logic, MSTR, Database, Informatica).
Handled additional maintenance tasks including Vanguard data extracts and back-fill cost-curves.
Increased troubleshooting effectiveness and reduced escalation of APR issues, resolving commonly occurring issues and client requests directly.

TCAProduction SupportFinancial Systems

// Expertise

What I actually work with, grouped the way the work is grouped.

No ratings, no bars — a category is either something I use in production or it isn't listed.

IAM Products

IAM Technical

Identity Governance

IAM Role Administration

Identity Federation & API

Systems-Level Diagnostics

Security & Vulnerability Management

AI-Assisted Support Tooling

Cloud & Virtualization

Networking & Monitoring

Operating Systems

Automation & Scripting

Case Management

Knowledge Management

// Architecture

How I troubleshoot enterprise systems.

Systems thinking, not a technology list — three views of the same underlying model.

Fig. 1 — Identity & federation flow

Fig. 2 — Layered troubleshooting model

Fig. 3 — Lab architecture

// AI-Assisted Engineering

Applying AI to the support workflow, not replacing the diagnosis.

Built and use an AI-assisted support practice on top of GitHub Copilot — tooling that speeds up research and documentation around cases I still personally diagnose.

GitHub Copilot→ Knowledge Creation→ Case Research→ Documentation Search→ Cross-Product Research

Knowledge creation A GitHub Copilot–driven system for case documentation.

Case research Autonomous case-research agents (Copilot + VS Code) that surface prior resolutions.

Doc search Cross-product documentation-search agents spanning IDM, NAM, IG, and eDirectory.

Also mentor peers on lab creation and issue reproduction, pioneering an IDM certification path subsequently adopted by team members.

// Engineering Impact

Measured outcomes, not adjectives.

Every figure below is measured from real case data in my current role — not a self-estimate.

100%

OSAT / CES — 19 customer surveys

90.6%

Case closure rate

95.9%

First Technical Contact rate

93.3%

KB-to-case linkage — 126 articles (KCS)

// Certifications

Credentials.

OpenText Certified Administrator NetIQ Identity Manager

OpenText Certified Business Administrator NetIQ Identity Manager

Certified Ethical Hacker (CEH) EC-Council · 2024

Case Lifecycle Management (CLM)

Knowledge-Centered Service KCS100 · KCS200 · KCS300

// Education

Education & training.

2022

Postgraduate Program in Cybersecurity

Simplilearn

2018 — 2020

Bachelor's Degree in Computer Applications

Annamalai University DDE, Hosur, TN

2012 — 2015

Diploma in Computer Engineering

NTTF, Bangalore, KA

Additional training

MIT Cyber Security Master Class

CCNA Training — Cybrary

// Achievements

Recognition.

OpenText Navigator Award

For outstanding teamwork and collaboration, consistently embodying the We, NOT I motto and contributing to team success.

OpenText Certified Administrator & Business Administrator — NetIQ Identity Manager

Both certifications attained while in the current role.

Consistent positive customer feedback

Particularly for resolving high-priority issues, leading to improved customer experience and loyalty.

Pioneered the IDM certification path

Subsequently adopted by team members.

// Contact

Let's talk about IAM, infrastructure, or security.

Open to conversations on IAM engineering, federation, and enterprise infrastructure roles. Reachable by email, LinkedIn, or Telegram.

Email me

vijayvelu636@gmail.com LinkedIn GitHub Telegram · @vee_636 Signal · vee.636

Designed & built by Vijay Velu — engineered with Claude as the pair programmer.