Dhanalakshmi Srinivas
Mysore
Summary
Skilled Incident Management Specialist with experience in managing all aspects of incident response activities. Strengths include ability to plan, coordinate and implement effective incident response strategies, ensuring minimal disruption and timely resolution. Past roles demonstrate strong problem-solving skills, high-level communication abilities for stakeholder engagement, and strategic leadership in crisis management scenarios. Significant impact made in past work through improved system resilience and reduced downtime.
Overview
7
7
years of professional experience
Work History
Incident Management Specialist
MILESTONE TECHNOLOGIES
01.2024 - Current
- Serving as the first point of contact for escalations, coordinating Severity 0-2 incidents across the Microsoft commerce ecosystem to minimize downtime and support rapid resolution.
- Creating detailed postmortem reports post-mitigation, and contributing to Major Incident Management (MIM) continual service improvement through process feedback and tooling innovations.
- Creating postmortem reports for Severity 0-2 incidents and outages after mitigation.
- Monitoring team KPIs, collaborating with shift leads for process optimization, and delivering Workload Coordinator (WLC) training updates to enhance incident response capabilities.
- MICROSOFT
Incident Management Analyst
MILESTONE TECHNOLOGIES
04.2023 - 01.2024
- Partnered with Major Incident Managers to facilitate high-severity IT infrastructure outage resolutions, communicating status and impact across teams and data centers.
- Managed incident, change, and problem lifecycles in production and disaster recovery environments, providing immediate response to protect business-critical systems and meet SLAs.
Incident Management Analyst
MICROLAND LIMITED
07.2022 - 08.2023
- Served as primary point of contact for lawsuit client escalations, managing P0-P1 communications to ensure seamless support and rapid incident resolution within stringent SLAs.
- Collaborated with technical teams and clients to investigate, troubleshoot, and resolve high-priority incidents, maintaining service continuity during legal-sensitive operations.
Senior Executive
VODAFONE SHARED SERVICE INDIA
10.2018 - 03.2021
- Assist with the development of processes and procedures to improve incident response time and analysis of incidents. Provided resolution, workaround, and follow-up details to the problem management team.
- Support based on SAP MM, GRC, SAP user access Management, Success factors, All SAP products
Education
Bachelor of Engineering - Electronics and Communication
Visveshvaraya Technological University
India01.2017
Skills
- Microsoft 365 and Azure
- Incident management and response
- Effective communication
- IT service management
- ITIL framework expertise
- SharePoint and Visual Studio
- ServiceNow and BMC Remedy
- JIRA project tracking
- SAP GUI R/3 and MM
- SAP GRC and user access management
- SuccessFactors implementation
- IT and people management
- Problem-solving techniques
- Adaptability in dynamic environments
Languages
English
Proficient (C2)
C2
German
Intermediate (B1)
B1
Affiliations
Member of NSS unit-Mysore, Social Service Member- Mysore
Timeline
Incident Management Specialist
MILESTONE TECHNOLOGIES
01.2024 - Current
Incident Management Analyst
MILESTONE TECHNOLOGIES
04.2023 - 01.2024
Incident Management Analyst
MICROLAND LIMITED
07.2022 - 08.2023
Senior Executive
VODAFONE SHARED SERVICE INDIA
10.2018 - 03.2021
Bachelor of Engineering - Electronics and Communication
Visveshvaraya Technological University