On august 2023 i started this new role as lifecycle Network leading LATAM,I started on TCS as a Service Desk analyst on 2015, I became SME Service Desk on 2017 and in 2018 I became Lead from SD , leading more than 25 resources who supported all latam and Canada (French side).• I'm in direct contact with the client and end users.• Manage service performance against SLA and other KPI metrics.• Provide direct support to users and act as point of escalation for colleagues• Engage with Major Incident Management within region/time zone and end user.• Proactively and regularly engage with aligned offices/factories to understand local IT needs and concerns• Help users to get better value from their IT by offering knowledge in the form of documentation, user training, coaching, or engaging a third party.• Collaborate with subject matter working groups to drive Continual Service Improvement