At TCS, I coordinate incident resolution across service teams and the application, tracking aging tickets and updating priorities to facilitate timely resolutions.
I log, categorize, and monitor incident records in ServiceNow, using knowledge base articles and troubleshooting guides to resolve incidents. I also assign resources and tasks to support resolution.
I train team members on incident management best practices and review and post knowledge articles. I monitor knowledge management system usage and report on utilization and time savings from new tools or processes.
