Sri Vamsi Krishna Pasupuleti
Major Incident Manager
Hyderabad
Summary
With 4+ years of experience as a Major Incident Manager and Problem Management professional, I have effectively led and coordinated responses to major incidents, ensuring adherence to established incident management processes. As the primary point of contact for all major incidents, I adeptly communicated updates to key stakeholders, ensuring transparency and prompt resolution. Adept at learning and adapting to new technologies, I consistently contribute to success in this role through my strong team player mentality and self-motivation.
Overview
4
4
years of professional experience
1
1
Certification
3
3
Languages
Work History
Major Incident Management
Accenture Technology Center India
06.2022 - Current
- Manages all Major Incidents 24/7/365 with teams based out of India covering APAC, EMEA and Americas shifts
- Monitors ongoing P1 and P2 incidents to assess potential Major Incidents
- Improved and made everyone to follow the standards of major incidents process and procedures
- Validates the business impact with stakeholders and qualifies Major Incidents (MI)
- Leading Critical Incident Bridges and driving teams to resolve issues as quickly as possible and escalating to the correct teams and leaders as required
- Facilitating Coordination that required technical SMEs to join the Major Incident bridge calls and drive efficiency and effectiveness of the incident management process
- Acting as escalation point for any issues relating to area incident control team
- Creates and publishes focused updates on Major Incident communication reports hourly as per agreed business include technical details and internal/external Client impact in clear and simple terms
- Invokes escalation procedures when technical SMEs are not available, or no timely resolution plan is available as per the published escalation matrix
- Coordinates on approval of an emergency changes as per the change management (CM) Process
- Identify areas of improvement and provide retrospect reports and recommendations for future improvements from a process perspective
- Maintaining awareness of Major Incidents to new rollouts at client end
- Handing over the reported Major Incident document to the Major Problem Management to find the Root Cause and highlighting the challenges faced if any
- Maintained accurate records of daily activities and incident reports, contributing to effective data tracking for management review
- Led major incident management efforts, coordinating cross-departmental resources to resolve complex technical challenges swiftly.
- Contributed to the overall success of the organization by consistently meeting or exceeding key performance indicators related to major incident management
- Lead the Problem Management process, including identification, analysis, investigation, and resolution of root causes for incidents and recurring issues
- Collaborate closely with Incident Managers, Service Desk teams, and other IT stakeholders to prioritize and resolve problems impacting service delivery and operational efficiency
- Conduct root cause analysis (RCA) sessions to identify underlying causes of problems, document findings, and develop corrective and preventive actions (CAPAs)
- Manage problem records in the IT service management (ITSM) system, ensuring accurate documentation, categorization, prioritization, and timely resolution of problems
- Develop and analyze problem management metrics, KPIs, and reports to measure performance, identify trends, and track the effectiveness of problem management activities
- Coordinate with Change Management, Release Management, and Configuration Management teams to ensure alignment and integration of problem management activities with other IT service management processes
- Stay current with industry trends, best practices, and technologies related to problem management and IT service management
- In addition, responsible for performing ServiceNow testing on Incident management and Major Incident Management and maintaining detail document
- (Performed 3 Incident and Major Incident tests for new ServiceNow rollouts so far)
Global Incident Management
Accenture Technology Center India
06.2021 - 05.2022
- Excellent communication skills, both verbal and written
- Skilled at working independently and collaboratively in a team environment
- Checking the Resolution codes which are wrongly capturing in ServiceNow
- Following the KPI to reduce the Reopen incidents, reduce Reassignments counts and Aging
- Escalating to respective teams for not providing proper resolution updates
- Worked effectively in fast-paced environments
- Successfully reduced the incident response time by 30% over 12 months
- Enforce process, standards and work to improve process and maintain SLAs
- Coordinated with cross-functional teams to ensure the timely resolution of incidents and to provide timely communication to stakeholders
- Developed and maintained a comprehensive incident management system, documented processes and procedure
- Drive efficiency and effectiveness of the incident management process
- Monitor and tracked incident resolution progress and provided regular status updated to stakeholders
- Lead day by day operational activities of the incident management team
- Provide guidance and support to technical staff in resolving incidents and problems
- Responsible for performing the incident management testing in various ServiceNow rollouts
Education
Bachelor of Technology - Mechanical Engineering
Hindustan Institution of Technology And Science
Chennai, India 04.2001 -
High School Certificate - Mathematics Education
Narayana Jr College
Nellore, India 04.2001 -
Secondary School Certificate - Mathematics Education
Dr SRK EM High School
Nellore, India 04.2001 -
Skills
Critical Incident Coordination
Problem Management
Incident Management
Change Management
ITIL collaboration tools - ServiceNow
Incident Management Procedures
Certification
ITIL Foundation Certificate
Accomplishments
Growth catalyst Award - Accenture
ACE Award - Accenture
Personal Information
Date of Birth: 09/15/97
Gender: Male
Nationality: Indian
Declaration
I do hereby declare that the above information mentioned in resume are true and correct to the best of mine knowledge and belief.
Timeline
Major Incident Management
Accenture Technology Center India
06.2022 - Current
Global Incident Management
Accenture Technology Center India
06.2021 - 05.2022
Bachelor of Technology - Mechanical Engineering
Hindustan Institution of Technology And Science
04.2001 -
High School Certificate - Mathematics Education
Narayana Jr College
04.2001 -
Secondary School Certificate - Mathematics Education
Dr SRK EM High School
04.2001 -
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