At Tata Consultancy Service, I manage incidents and service requests for the JCDC IT Infra project using ManageEngine ServiceDesk Plus, tracking SLA performance and preparing reports and dashboards.
I facilitate Change Advisory Board meetings, manage aging requests, and use problem management to identify root causes and prevent recurring incidents. I also deliver training and maintain knowledge base articles and SOPs.
On the TML IT project, I managed incident, change, and release processes and coordinated with infrastructure teams and client stakeholders. I also supported an Agile release cycle and prepared SLA metrics for client reviews.
For TML IT, I executed a JAMF project managing 1,500 iPads and administered AirWatch for more than 12,000 mobile devices. I also implemented BitLocker encryption on over 10,000 laptops through Microsoft Intune.
