Jeetansh Parihar

Major Incident Manager

Accenture

12.2020 - Current

Experienced and results-driven Major Incident Manager with expertise in handling 300+ high-severity incidents, leading cross-functional teams, and driving rapid resolutions to minimize downtime.
Lead Incident Response: Directed cross-functional teams in resolving high-severity incidents (P1/P2) impacting business-critical services, ensuring timely resolution within SLAs.
Root Cause Analysis (RCA): Drove root cause analysis for major incidents, developing long-term mitigation plans, and corrective actions to prevent recurrence.
Stakeholder Communication: Acted as the primary point of contact for internal and external stakeholders, providing regular updates on incident status, impact, and resolution timelines.
Continuous Improvement: Implemented process improvements based on incident post-mortems, reducing incident response time by 25% to 30% and increasing overall service reliability.
Incident Escalation Management: Managed incident escalations, ensuring issues were appropriately prioritized and addressed with senior leadership when needed.
Documentation & Reporting: Created detailed incident reports, metrics dashboards, and trend analyses for senior leadership to drive data-driven decision-making.
Collaboration with IT Teams: Partnered closely with engineering, operations, and service desk teams to optimize response strategies and minimize business impact.
Training & Mentorship: Trained 100+ project members on incident management protocols and served as a mentor for juniors, fostering a proactive incident response culture.
Major Outage Coordination: Coordinated multi-disciplinary teams during major outages, ensuring efficient restoration efforts and clear communication with all impacted parties.