Summary
Overview
Work History
Education
Skills
Languages
Work Preference
Timeline
Open To Work
Hi, I’m

Rupa Manna

Major incident manager
Hyderabad
Rupa Manna

Summary

Results-driven IT Service Management professional with over 8 years of experience in Incident,and Problem Management, aligned with ITIL best practices. Proven expertise in handling P1/P2 major incidents, ensuring minimal business impact through effective coordination, escalation management, and timely resolution.

Skilled in working with leading ITSM tools including ServiceNow.

Demonstrated ability in driving Continuous Service Improvement (CSI) initiatives, enhancing operational efficiency, and maintaining high service quality standards. Strong communicator with experience in stakeholder management, vendor coordination, and cross-functional team collaboration.

Additionally,Holds a foundational understanding of ITIL V4 practices, with a keen interest in project management and compliance with data privacy regulations.

Overview

8
years of professional experience

Work History

Wipro Technologies
Hyderabad

IT Service Manager
07.2022 - Current

Job overview

  • Managed end-to-end IT service delivery, ensuring high availability, performance, and customer satisfaction across business-critical applications.
    Led Incident, Change, and Problem Management processes in alignment with ITIL best practices.
    Oversaw Major Incident Management (P1/P2), driving war room calls, coordinating cross-functional teams, and ensuring timely service restoration.
    Utilized ITSM tools such as ServiceNow, Jira, and Azure DevOps for service tracking, reporting, and workflow optimization.
    Drove Continuous Service Improvement (CSI) initiatives, reducing recurring incidents and improving SLA/KPI performance.
    Managed stakeholder communication, providing regular updates, service reports, and ensuring alignment with business expectations.
    Coordinated with vendors and third-party partners, handling escalations and ensuring contractual SLA adherence.
    Supported Microsoft 365 (M365) and collaborated on issues related to cloud platforms (AWS/Azure/Google Cloud).
    Played a key role in Disaster Recovery (DR) and Business Continuity Planning (BCP) activities to ensure service resilience.
    Monitored and managed operational budgets, optimizing cost while maintaining service quality.
    Led and mentored service desk and operations teams, improving overall team efficiency and performance.
  • Ensured compliance with data privacy policies and organizational standards.
  • Improved SLA compliance to 98%+
    Reduced major incident resolution time by 30%
    Managed 20+ incidents/month

Wipro Technologies
Kolkata

Incident Manager
05.2021 - 07.2022

Job overview

  • Analyzed incident reports to identify trends and recommend improvements.
  • Facilitated root cause analysis sessions to resolve recurring issues promptly.
  • Managed communication between stakeholders during critical incidents effectively.
  • Trained team members on incident management tools and best practices consistently.
  • Reviewed service level agreements to verify compliance during incident resolution.
  • Led post-incident review meetings to capture lessons learned and improve future responses.
  • Conducted post-incident reviews to evaluate and enhance incident management effectiveness.
  • Identified potential risks and created plans to mitigate them.
  • Facilitated communications between technical teams during major outages or disruptions.
  • Built relationships with customers to understand their needs and expectations regarding incident resolution.
  • Assisted in developing communication plans for major incidents.
  • Led team meetings focused on identifying process improvements for resolving incidents more quickly.
  • Served as a liaison between internal teams and external vendors.
  • Performed root cause analysis to determine underlying causes of incidents.
  • Prioritized each incident based upon its impact on business and escalated issues considered major threats.
  • Remained calm and poised during high-priority incidents.
  • Documented incident management processes to align with industry standards.

Wipro technologies
Kolkata

Senior Service Desk Engineer
09.2019 - 05.2021

Job overview

  • Resolved customer service requests via ticketing system, enhancing user satisfaction.
  • Diagnosed and troubleshot technical issues for end-users, facilitating timely resolutions.
  • Collaborated with cross-functional teams to streamline service desk processes, improving overall response times.
  • Provided training and support for junior service desk staff.
  • Documented solutions in knowledge base for future reference.
  • Ensured compliance with IT policies and procedures during support activities.
  • Escalated complex issues to senior technical teams for resolution.
  • Participated in regular meetings with stakeholders to discuss service delivery improvements.
  • Conducted root cause analysis for incidents to identify underlying causes of problems.
  • Developed documents such as training manuals, user guides and process flows for end users.
  • Monitored the performance of service desk operations to ensure SLAs were met.
  • Performed remote administration tasks such as account creation, password resets and access provisioning.

Concentrix
Kolkata

Service Desk Analyst
12.2017 - 09.2019

Job overview

  • Delivered first-level technical support to customers, addressing IT-related issues and enhancing user experience.
  • Provided technical support for software and hardware issues.
  • Managed incident tickets through ticketing systems and tracked resolution progress.
  • Troubleshot and resolved hardware, software, network, and peripheral device problems.
  • Provided remote assistance to customers via phone or remote desktop tools.
  • Documented troubleshooting procedures and updated knowledge base articles to streamline support processes.
  • Communicated effectively with users to ensure understanding of technical solutions.

Education

Thakurpukur Vivekananda College
Kolkata

B.COM from Commerce
07-2015

University Overview

Bratachari Vidyashram
Kolkata

Commerce from Financial Management
06-2011

University Overview

Bratachari Vidyashram
Kolkata

Commerce
06-2009

University Overview

Skills

  • IT Service Management & ITILITIL Framework (Incident, Change, Problem Management)
    Major Incident Management (P1/P2 Handling)
    Continuous Service Improvement (CSI)
    Service Level Management (SLA/KPI Monitoring)
    Tools & TechnologiesServiceNow
    Jira
    Azure DevOps
    Microsoft 365 (M365)
    AWS / Microsoft Azure / Google Cloud (Basic Exposure)
    Operations & GovernanceVendor Management & Escalation Handling
    Root Cause Analysis (RCA)
    Disaster Recovery (DR) & Business Continuity Planning (BCP)
    Operational Reporting & Budget Awareness
    Communication & LeadershipStakeholder Management
    Excellent Verbal & Written Communication
    Cross-functional Team Coordination
    Incident Bridge Call Leadership
    Additional SkillsProject Management Basics
    Knowledge of Data Privacy & Compliance
    Process Improvement & Automation Mindset
    Pursuing ITIL V4 Foundation

Languages

English
Proficient (C2)
C2
Bengali
Proficient (C2)
C2
Hindi
Proficient (C2)
C2

Work Preference

Job Search Status

Open to work

Work Type

Full Time

Salary Range

₹75000/yr - ₹200000/yr

Timeline

IT Service Manager
Wipro Technologies
07.2022 - Current
Incident Manager
Wipro Technologies
05.2021 - 07.2022
Senior Service Desk Engineer
Wipro technologies
09.2019 - 05.2021
Service Desk Analyst
Concentrix
12.2017 - 09.2019
Thakurpukur Vivekananda College
B.COM from Commerce
Bratachari Vidyashram
Commerce from Financial Management
Bratachari Vidyashram
Commerce

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Rupa MannaMajor incident manager