At Infosys BPM Ltd, I served as a Subject Matter Expert for the Valmet account, providing technical guidance and process support to team members. I handled complex incidents and delivered Level 1.5 support before escalating issues to Level 2 or Level 3 teams.
I used ServiceNow to manage incidents and service requests, and supported account and access tasks through Active Directory and Microsoft Entra ID. I also helped users with VPN connectivity, Microsoft 365, and remote desktop issues.
Previously, at Tech Mahindra, I provided technical support to global users through email, chat, and phone. I documented recurring problems in knowledge base articles and collaborated with second-level engineers on escalated incidents.
