At Wipro Limited, I manage incident and service request queues for the Sibelco account, following ITIL processes for incident, request, change, and problem management.
I support 200+ Sibelco sites through the Hemmersbach field-support vendor, coordinating vendors and field engineers for issue resolution and on-site assistance.
I monitor fulfilment, SLA, and CSAT, validate tickets before vendor assignment, and track requests through closure. I also manage E02 replacements and onboarding/offboarding activities.
I created a closure template to improve service delivery consistency and customer communication. Earlier, at Wipro Limited's A88 Account, I provided on-site desktop support and supported OS installation and secure disk wiping.
