Gowthami Bestha
Major Incident Manager
Hyderabad
Summary
ITIL-aligned Incident Management professional with 13+ years of experience across global banking and enterprise technology environments, including HSBC and Accenture. Experienced in Major Incident Management (P1/P2), SLA governance, escalation handling, root cause analysis (RCA), and cross-functional service restoration. Strong background in regulatory operations, risk mitigation, and continuous service improvement within highly controlled environments.
Overview
14
14
years of professional experience
3
3
Certifications
3
3
Languages
Work History
Incident Management Specialist
HSBC Bank
01.2025 - Current
- Managed the end-to-end lifecycle of compliance and regulatory incidents impacting KYC onboarding and refresh processes within defined SLA/OLA targets.
- Led the resolution of high-priority (P1/P2) remediation incidents, minimizing operational and regulatory exposure.
- Performed Root Cause Analysis (RCA) and partnered with Problem Management to implement permanent fixes.
- Acted as an SME during major incidents, providing regulatory guidance, and risk advisory.
- Coordinated cross-functional teams to ensure timely containment and service restoration.
- Monitored KPIs, incident trends, and service metrics to drive Continuous Service Improvement (CSI).
Incident Manager
Accenture
02.2022 - 12.2024
- Monitored queues and dashboards to prevent SLA breaches and control MTTR/backlog reduced by 50-60%.
- Handled escalations across the Service Desk and resolved teams per governance protocols.
- Delivered executive updates during critical outages, with impact and resolution insights.
- Conducted RCA and PIR; implemented corrective and preventive actions with Problem Management.
- Raised Change Requests (CRs), and supported CAB approvals for permanent fixes.
- Drove Continuous Service Improvement (CSI) through trend analysis and automation initiatives.
Incident Coordinator
Reputation.com
11.2020 - 02.2022
- Monitored incident queues and service dashboards to proactively identify backlog risks, aging tickets, and potential SLA breaches; initiated escalations as required.
- Facilitated onboarding and training of new team members on incident management procedures, escalation matrices, and governance protocols.
- Contributed to Continuous Service Improvement (CSI) initiatives by leveraging social sentiment analytics and service feedback trends to identify systemic service gaps and were able to see increase in client satisfaction by 70-75%.
Incident & Risk Operations
TCS Adibatla
11.2016 - 11.2020
- Processed compliance and KYC-related operational incidents, ensuring timely risk containment and resolution.
- Validated CIP data, and remediated control gaps by 60% to prevent recurring incidents.
- Identified process gaps and implemented corrective actions (CAPA) with stakeholders.
- Supported governance reporting and trend analysis to drive continuous improvement.
Senior Associate
Karvy Computershare Pvt Ltd
12.2014 - 09.2016
- Managed KYC-related compliance incidents in line with SEBI regulations, resolving documentation exceptions within timelines.
- Identified control gaps and improved workflows to reduce recurring operational and compliance incidents by 50%.
E-mail Banking Officer
ICICI Bank Ltd
07.2012 - 09.2014
- Delivered NRI banking advisory and managed service-related incidents for account transactions, ensuring timely resolution, and customer SLA adherence increased by 90-100%.
- Processed deposits, remittances, and account service requests, monitoring transaction workflows to prevent errors, and ensure regulatory compliance.
Education
MBA - Finance
JNTU
Hyderabad, India 04.2001 -
Bachelor of Commerce - Computers
SKU
Anantapur, India 04.2001 -
Skills
Service Now Ticketing Systems
SLA & OLA Management
Root Cause Analysis (RCA)
Problem Management
ITSM Platforms (Service Now, DFM)
MIM & Seller Advocacy
IT service management
Teamwork and collaboration
Excellent communication
Certification
Lean Six Sigma Yellow Belt
Timeline
Incident Management Specialist
HSBC Bank
01.2025 - Current
Incident Manager
Accenture
02.2022 - 12.2024
Incident Coordinator
Reputation.com
11.2020 - 02.2022
Incident & Risk Operations
TCS Adibatla
11.2016 - 11.2020
Senior Associate
Karvy Computershare Pvt Ltd
12.2014 - 09.2016
E-mail Banking Officer
ICICI Bank Ltd
07.2012 - 09.2014
MBA - Finance
JNTU
04.2001 -
Bachelor of Commerce - Computers
SKU
04.2001 -
Accomplishments
- Supervised team of 15 staff members.
- Achieved team of the quarter through effectively helping with client satisfaction.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference
Work Type
Full TimeLocation Preference
HybridRemoteOn-SiteImportant To Me
Work-life balanceCareer advancementPersonal development programsHealthcare benefitsLanguages
English
Advanced (C1)
Hindi
Advanced (C1)
Software
Service Now Ticketing Systems
Quote
Your most unhappy customers are your greatest source of learning.
Bill Gates
Interests
Travelling