AMRUTHA DARSHINI AMBARISH
Bengaluru
Summary
14 years of overall experience with 6 years specializing in incident management and IT service management. Expertise in leading major incident management (P1/P2) service restoration in global enterprise settings, ensuring high system availability through ITIL frameworks and root cause analysis. Proven ability to reduce SLA breaches and enhance incident resolution efficiency via process optimization and proactive escalation. Skilled in coordinating cross-functional teams, managing critical incident bridges, and delivering effective stakeholder communication to minimize business impact.
Overview
1
1
Certification
14
14
years of professional experience
Work History
Senior Lead Analyst
Microland Ltd
Bangalore
01.2023 - 08.2025
- Led end-to-end Major Incident Management (P1/P2), ensuring rapid service restoration and minimal business disruption across global environments
- Directed incident bridge calls, coordinating cross-functional teams and stakeholders to drive timely resolution of critical issues
- Led and managed a team of 5 members for shift operations, ensuring 24/7 service coverage, operational efficiency, and SLA adherence
- Monitored incident queues, SLA compliance, and ticket lifecycle using Jira to proactively track and escalate issues, minimising SLA breaches
- Conducted Root Cause Analysis (RCA) and implemented preventive measures to address recurring incidents
- Oversaw real-time incident communication, providing clear and structured updates to clients and leadership during high-impact outages
- Analyzed incident trends and recurring issues, contributing to improved incident management strategies and preventive actions
- Collaborated with engineering and support teams to optimize incident management processes and enhance service delivery
- Developed and maintained incident reports, dashboards, and executive summaries to enhance visibility and support informed decision-making
Critical Incident Manager
AB InBev
Bangalore
06.2022 - 01.2023
- Managed end-to-end incident response for critical and major service disruptions, ensuring timely resolution and minimal impact on operations.
- Led incident coordination and technical bridge calls, engaging cross-functional teams to drive faster issue resolution
- Delivered real-time stakeholder communication, providing hourly updates to clients and leadership during high-priority incidents
- Enhanced incident visibility and follow-up efficiency through diligent maintenance and tracking of P1/P2 dashboards, facilitating quicker resolution times.
Incident Coordinator
IBM India Private Limited
Bangalore
08.2019 - 03.2022
- Initiated and led incident bridge calls, coordinating with cross-functional teams, users, and on-call managers for timely resolution
- Coordinated P1/P2 incident triage and resolution, enhancing service reliability across teams.
- Monitored service impact and prioritised resource allocation, enabling faster service restoration and improved system availability.
- Provided clear and timely client communication, ensuring stakeholders received consistent updates on incident status.
- Prepared daily, weekly, and monthly incident reports with consistent data quality.
Service Support Representative
Unisys Global Service
Bangalore
06.2016 - 11.2018
- Delivered multi-channel support (email, chat, and phone), ensuring clear communication and prompt issue resolution
- Owned end-user support delivery and service request management across support queues. Handled client communications and queries, enhancing response times and overall service quality
- Logged and managed incident and service request tickets for British Telecom, ensuring accurate documentation and timely resolution
- Coordinated global ticketing operations across US, Canada, Japan, and China, ensuring consistent follow-ups and updates for all regions
- Monitored ticket queues and status updates, coordinating with technical teams to ensure timely closures
Senior Practitioner
IBM Global Services
Bangalore
06.2011 - 02.2013
- Delivered client support and resolved service requests for NAB (National Australia Bank), resulting in high service quality and improved customer satisfaction
- Managed service requests within SLA targets, consistently meeting quality and performance benchmarks
- Managed customer queries related to utility services (gas and electricity connections/reconnections) with accuracy and efficiency, ensuring timely resolutions
- Communicated service updates and business information clearly to clients, supporting informed decision-making
Education
Bachelor of Arts -
Akkamadevi Women's College
Bangalore01-2024
Skills
- IT service management (ITSM)
- Major incident handling (P1/P2)
- SLA compliance and service restoration
- Escalation procedures and shift oversight
- Problem resolution strategies
- Operational monitoring techniques
- Root cause analysis (RCA)
- Trend analysis for incidents
- Continuous improvement practices
- Proficiency in ServiceNow and Jira
- Documentation and status reporting skills
- Stakeholder engagement strategies
- Service delivery oversight
- Collaboration across functions
Certification
ITIL Foundation Certification (ITIL 4)
Timeline
Senior Lead Analyst
Microland Ltd
01.2023 - 08.2025
Critical Incident Manager
AB InBev
06.2022 - 01.2023
Incident Coordinator
IBM India Private Limited
08.2019 - 03.2022
Service Support Representative
Unisys Global Service
06.2016 - 11.2018
Senior Practitioner
IBM Global Services
06.2011 - 02.2013
Bachelor of Arts -
Akkamadevi Women's College