At Tata Consultancy Services Ltd., I provide Level 3 support for Shell’s enterprise IT infrastructure and applications, sustaining SLA compliance in a 24x5 environment. I’ve resolved 1,000+ P2–P5 tickets with a 98% permanent-fix rate and no recurrence.
I’m an escalation point for L1/L2 teams and conduct root cause analysis on recurring incidents, implementing preventive fixes. I manage incident, problem, and change workflows in ServiceNow ITSM, aligned with ITIL practices.
I support Windows OS, macOS, and Office 365, and manage mobile device enrollment and troubleshooting through Omnissa Console. I’ve also authored and maintained 100+ knowledge base articles to help improve resolution times and team self-sufficiency.
