Indu
Summary
ITIL-certified Major Incident Manager with over 8 years of experience in resolving high-severity incidents in complex IT environments. Expertise in coordinating cross-functional teams and prioritizing resources to restore services efficiently under pressure. Proven track record in Incident Management, Problem Management, and Service Level Management, utilizing ITIL frameworks to enhance operational stability. Recognized for effective communication with stakeholders and a strong focus on customer satisfaction while implementing proactive monitoring to improve service reliability.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Lead Administrator
Wipro Limited
03.2024 - Current
- Senior Administrator | Mar 2024- Dec 2025
- Managed end-to-end Major Incident Management (P1/P2) to support production monitoring in enterprise environments.
- Enabled early detection of critical issues through proactive monitoring to prevent outages and minimize impact.
- Coordinated cross-functional teams for rapid service restoration and minimal business disruption.
- Chaired major incident bridge calls, driving action plans and ensuring timely communication with stakeholders.
- Monitored application and infrastructure health using Splunk, AppDynamics, Dynatrace, and General Nelson.
- Conducted advanced analysis of alerts to filter noise, reducing false positives and enhancing alert quality.
- Performed impact assessments and escalated issues in line with ITIL best practices and SLA commitments.
- Led Post Incident Reviews (PIRs) and Root Cause Analysis (RCA) to track corrective actions to closure.
Major Incident Manager
Getronics Solutions India Pvt. Ltd. (Contract: Krinit Technologies Pvt Ltd)
11.2020 - 03.2024
- Led comprehensive management of Severity 1 and Severity 2 incidents, prioritizing rapid restoration of services.
- Chaired incident bridge calls, uniting application, infrastructure, and vendor teams for effective resolution.
- Oversaw incident lifecycle from assessment to closure while adhering to ITIL standards.
- Provided executive-level communications and facilitated Post Incident Reviews to implement preventive measures.
Incident Manager
Accenture (Contract: Krinit Technologies Pvt Ltd)
01.2018 - 10.2020
- Successfully managed high-priority incidents by coordinating efforts among internal teams, vendors, and third parties.
- Led incident bridge calls to ensure effective technical communication and ownership of resolutions.
- Documented incidents accurately and tracked RCA in alignment with ITIL standards.
- Provided consistent operational and executive reporting to uphold service level agreements.
Education
Bachelor's Degree - First Class Graduate
Punjabi University
PatialaSkills
- Major incident management
- Problem management
- IT service management
- Process optimization
- Proactive monitoring
- Crisis communication
- Decisive problem solving
- Stakeholder engagement
- Ticketing tools: ServiceNow
Certification
• ITIL V3 Foundation
Phone
+91 9990313053
Professional Highlights
- Extensive experience working in 24/7 production support environments
- Strong verbal and written communication skills
- Proven ability to manage crisis situations with clarity, structure, and confidence
Timeline
Lead Administrator
Wipro Limited
03.2024 - Current
Major Incident Manager
Getronics Solutions India Pvt. Ltd. (Contract: Krinit Technologies Pvt Ltd)
11.2020 - 03.2024
Incident Manager
Accenture (Contract: Krinit Technologies Pvt Ltd)
01.2018 - 10.2020
Bachelor's Degree - First Class Graduate
Punjabi University