Overview
Work History
Education
Skills
Hobbies
Timeline
Generic

Rohan Mandha

Hyderabad

Overview

3
3
years of professional experience

Work History

Incident Manager

Accenture - Microsoft ( Project )
08.2023 - Current
  • As Incident Manager for Microsoft accounts at Accenture, managed all incidents and escalated issues to the appropriate teams for resolution.
  • Addressed issues raised in client reviews and took necessary actions, such as initiating bridge calls and coordinating teams to resolve the issue within the SLA.
  • Built a strong ability to communicate effectively with both technical and non-technical teams and users.
  • Delivered clear, concise, and timely communications to senior leadership, clients and stakeholders during high pressure incidents.
  • Managed high priority incidents to ensure service restoration within agreed SLA (Service Level Agreements) timelines.
  • Additionally, conducted in-depth analysis and evaluation of complex incidents post-resolution.
  • Led problem management activities post-incident to prevent recurrenc, including initiating permanent fixes or proactive measure.
  • Trained and mentored junior team members on incident management best practices and tool

Order Manager

Accenture - Verizon (Project)
02.2022 - 07.2023
  • Troubleshoot router issues and ensure customer circuits are functioning properly.
  • Provide circuit utilization reports to customers using various tools.
  • Work as an order manager, consistently meeting assigned targets.
  • Create and manage trouble tickets to resolve issues and prevent escalations. Collaborate with teams like sales, provisioning, and service managers to ensure smooth operations.
  • Use tools like UOTM, EZ Status, and Proquest to track and activate circuits for customers.
  • Deliver excellent client support by listening to concerns, providing solutions, and ensuring satisfaction.
  • Build strong relationships through effective communication and understanding customer needs.
  • Maintain professionalism by demonstrating integrity, accountability, and commitment to high-quality service.

Education

Electrical, Electronics And Communications Enginee

CMR Institute Of Technology
Hyderabad, India
04-2021

Skills

    Experienced IT Service Management and Activation Professional with 3 years in incident management, service restoration, and network troubleshooting Skilled in hosting transformation meetings, facilitating training, and maintaining LTE networks Known for ensuring SLA compliance, effective documentation, and delivering high-quality results

Hobbies

  • Playing Cricket
  • Writing Poems

Timeline

Incident Manager

Accenture - Microsoft ( Project )
08.2023 - Current

Order Manager

Accenture - Verizon (Project)
02.2022 - 07.2023

Electrical, Electronics And Communications Enginee

CMR Institute Of Technology

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Rohan Mandha