At Cognizant information india private limited, I lead daily service desk operations supporting retail store users and corporate systems. I manage the L1/L2 support team and monitor incidents against SLA and KPI targets.
When critical retail-impact issues arise, I act as the escalation point and coordinate with infrastructure, application, and third-party vendor teams to resolve them.
I monitor ticket trends and work on problem management and permanent fixes. I also maintain knowledge base articles and drive continuous improvement initiatives to reduce repeat issues.
Previously, as a System engineer at Trigent softwares india Privatelimited, I provided L1 technical support and managed incidents and service requests using ServiceNow, Jira, and Remedy. I troubleshot desktop, laptop, VPN, network, Outlook, Office 365, and enterprise application issues.
