At Tata Consultancy Services, I supported Pandora's global retail environment through the IT Service Desk, handling incidents ranging from user issues to business-critical disruptions. I managed incidents and service requests in ServiceNow and supported service restoration across countries.
From early 2024, I served as a Subject-Matter Expert and escalation point for complex incidents. I represented the Service Desk during Major Incident bridges, assisting Incident Managers and technical teams with impact assessment, troubleshooting and escalation.
I also mentored and trained incoming analysts, particularly Portuguese-speaking colleagues. My technical support work included Microsoft Azure, Active Directory and Cisco Meraki, alongside remote-support platforms.
