At LUXOFT DXC, I manage incidents, service requests, and escalations for international users in a ServiceNow-based, ITIL service management environment. I monitor tickets through their lifecycle, support SLA compliance, and contribute to workflow automation and service improvement.
At AMAZON, I managed seller support cases through Paragon and helped improve partner support strategies and processes. Earlier, at CAPGEMINI, I managed the Major Incident Management process for business-impacting incidents; at MPHASIS, I provided technical support for Windows Server, Active Directory, SCCM, and VMware Horizon environments.
