Sai Swetha Adapaka

Infra Managed Service Analyst, Incident Management

Accenture

02.2022 - Current

Collaborated with Accenture client in Critical/Major Incident Management Command Center supporting PAC, EMEA, and AMER regions.
7-day environment with an overall experience of 3 years.
Monitoring PRTG and Azure dashboards, and acknowledging the alerts proactively to avoid the P1 Criticals.
Investigating, diagnosing, and resolving the incidents, and restoring the failed IT service as quickly as possible and within the specified SLA.
Participation in and leading the critical and major incident management calls (Sev1 and Sev2), as well as the change management process, by engaging all the resolve teams that are responsible for acting on incidents.
Effectively provide communication and updates to all stakeholders regarding the status of incidents.
Experienced in using ITSM platforms, including ServiceNow, Footprints, and Change Gear, for incident resolution.
Creating KB articles, dashboards, and reports within the ServiceNow ticketing tool.
Participating in the Post Incident Review (PIR) after resolving the incidents and providing timely inputs to the problem management team for all the critical incidents for their further root cause analysis.
Managed the lifecycle of all service requests from initial submission through closure.
Forming collaborative action plans with specific actions and deadlines, and ensuring these are completed within SLA.
Ensured timely resolution of trouble tickets in accordance with SLA.
Drafting monthly and weekly reports of incidents, maintaining a document, and creating trackers to follow up on the incidents from occurrence to closure.
Have a good understanding of MS Office tools, like MS Excel, Word, and PowerPoint.
Provided support and guidance to colleagues to maintain a collaborative work environment.