Ramachandra Rao
Bengaluru,KA
Summary
Results-oriented Incident Response Leader with 15 years of experience managing global operations and data breach containment. Skilled in addressing complex security threats, coordinating cross-functional teams, and ensuring compliance with privacy regulations such as HIPAA and FCA. Focused on leveraging advanced ticketing systems and Agile methodologies to enhance incident response management in Legal or Tech sectors.
Overview
3
3
Certifications
20
20
years of professional experience
Work History
Lead Consultant - Client Deployment & Major Incident Management
Smart Folkes Inc. (Infosys Bangalore Campus)
01.2026 - 06.2026
- Led end-to-end coordination of high-priority (P1/P2) outage bridge calls, aligning technical teams for rapid incident resolution.
- Managed real-time stakeholder communication, authoring and distributing executive updates, enhancing leadership's situational awareness during critical incidents.
- Maintained stable operational run-state through queue monitoring and provided on-call support, ensuring timely incident response during technical exigencies.
- Applied structured process discipline to incident lifecycles, ensuring SOP adherence and minimizing communication delays across offshore teams.
Manager - ITSM Operations
HCLTech Limited
12.2023 - 01.2025
- Championed high-visibility major incident response operations for a Tier-1 Telecommunications client, providing seamless 16/5 live cross-regional bridge coverage for critical service outages.
- Accelerated Mean Time to Repair (MTTR) by orchestrating multi-tier structural clusters and coordinating global third-party vendors during critical system outages.
- Managed cross-functional team, optimizing resources and ensuring shift coverage aligned with global client delivery standards.
- Presented operational health dashboards and compliance shift reports to executive C-suite management, enhancing visibility into operational performance.
Senior Major Incident / Problem Manager
NTT DATA Global Services (via Stratosphe IT)
11.2021 - 03.2023
- Directed emergency response bridge calls during global security incidents and ransomware attacks, coordinating with Cyber Security units to contain breaches and restore services.
- Enforced incident response governance guardrails on Service Now, ensuring containment sequences and Root Cause Analyses (RCAs) complied with ITIL criteria and HIPAA regulations.
- Led root cause analysis to identify and resolve recurring incidents, enhancing service reliability.
- Collaborated with cross-functional teams to streamline problem resolution processes, improving response times.
- Developed and maintained documentation for problem management procedures, ensuring compliance with best practices.
Senior Technical Lead & Major Incident Manager
Birla soft Limited - IT Services & Outsourcing
03.2021 - 08.2021
- Supervised and mentored L0/L1 command center monitoring team, establishing operational response structures and facilitating live incident bridges in Service Now.
- Led critical incident bridge calls during ransomware threats, coordinating with infrastructure and application teams to contain threats and stabilize environments.
Senior Major Incident Manager
EIT Services (DXC Technology) (via Quess IT)
10.2019 - 05.2020
- Led high-urgency infrastructure events and data alarms across EMEA business hours using HPSM and Service Now platforms, correlating incidents in real-time across IT4IT structures.
- Managed major incidents, coordinating cross-functional teams to ensure rapid resolution and minimal impact.
- Facilitated root cause analysis sessions to identify and mitigate recurring issues effectively.
- Developed incident response plans, enhancing organizational preparedness for future disruptions.
Incident Manager / Shift Manager
Wipro Limited & HCL Technologies Limited
08.2015 - 10.2018
- Governed end-to-end incident lifecycles, firewall approvals (IBAC), and secure migrations that supported Citi Global Markets and Deutsche Bank under strict investment banking compliance audits.
- Led incident response efforts, ensuring timely resolution of critical service disruptions.
- Coordinated cross-functional teams to address and mitigate incidents effectively.
- Developed and maintained incident management processes to enhance operational efficiency.
IT Operations Analyst (L1/L2)
Accenture India, JP Morgan Chase, Convergys India, Goldstone BPO
09.2002 - 09.2014
- Initiated bridge calls to resolve thousands of authentication/access issues on Windows Active Directory, enhancing user access and security.
- Received 'Elite C-SAT Champ Award' at JPMC for delivering exceptional customer satisfaction in IT support.
- Analyzed operational processes to identify areas for improvement and enhance efficiency.
- Collaborated with cross-functional teams to resolve technical issues and streamline IT operations.
- Monitored system performance metrics, ensuring optimal functionality and reliability of IT infrastructure.
Education
Bachelor of Commerce - Advanced Accountancy
Sri YN College, Andhra University
Kendriya Vidyalaya, Secunderabad And Ambala Cantt. 04.2001 -
Skills
Incident response coordination
Breach containment support
Root Cause Analysis (RCA)
Crisis Management
Risk Management
Service Management
Data privacy regulations
HIPAA Regulations
Financial Compliance
Stakeholder governance
Knowledge transfer
Team Handling
Follow-the-sun support
Certification
ITIL v3 Foundation
Awards
Elite C-SAT Champ Award
Timeline
Lead Consultant - Client Deployment & Major Incident Management
Smart Folkes Inc. (Infosys Bangalore Campus)
01.2026 - 06.2026
Manager - ITSM Operations
HCLTech Limited
12.2023 - 01.2025
Senior Major Incident / Problem Manager
NTT DATA Global Services (via Stratosphe IT)
11.2021 - 03.2023
Senior Technical Lead & Major Incident Manager
Birla soft Limited - IT Services & Outsourcing
03.2021 - 08.2021
Senior Major Incident Manager
EIT Services (DXC Technology) (via Quess IT)
10.2019 - 05.2020
Incident Manager / Shift Manager
Wipro Limited & HCL Technologies Limited
08.2015 - 10.2018
IT Operations Analyst (L1/L2)
Accenture India, JP Morgan Chase, Convergys India, Goldstone BPO
09.2002 - 09.2014
Bachelor of Commerce - Advanced Accountancy
Sri YN College, Andhra University
04.2001 -