Open to opportunities

Abhisek Shaw

@abhisekshaw

Message

I lead global Microsoft 365 infrastructure support, incident operations, and knowledge management for enterprise users.

India

Message

What I'm looking for

I'm looking for a role where I can lead Microsoft 365 and infrastructure support operations, strengthen incident and knowledge-management practices, and improve service quality for global enterprise users.

At Cognizant, I lead global infrastructure support for enterprise users across AMER, EMEA, and APAC, administering Microsoft 365, Entra ID, Exchange Online, Intune, Active Directory, Azure VDI, endpoint, and access services. I coordinate L2/L3 escalations, manage P1-P4 incident lifecycles, protect SLA/OLA commitments, and co-author RCA and CAPA reports for senior stakeholders.

Previously at Tata Consultancy Services, I supported Office 365, Exchange mailboxes and distribution lists, Active Directory, Intune, Windows endpoints, SAP access, Zscaler, and GlobalProtect VPN. I also build and maintain ServiceNow knowledge content, coach support teams, and use service reviews, audits, and customer feedback to improve resolution quality and customer experience.

Experience

Work history, roles, and key accomplishments

Current

Technical Lead & Knowledge Manager - Infrastructure Support

Current

Cognizant Technology Solutions

Dec 2021 - Present (4 years 8 months)

Lead a global service desk and infrastructure support team, providing Microsoft 365, Entra ID, Exchange, Intune, Active Directory, Azure VDI, endpoint, and access support across AMER, EMEA, and APAC. Own incident lifecycle from logging through P1-P4 triage, SLA/OLA monitoring, escalation, resolution tracking, and post-incident RCA/CAPA.