Shivakrishna Devasani
Hyderabad
Summary
Experienced ITIL professional with five years in IT service management, specialising in major incident management within complex environments. Drives collaboration and aligns cross-functional teams during critical incidents. Implements proactive measures through trend analysis and Service Improvement Plans, improving service reliability and customer satisfaction.
Overview
9
9
years of professional experience
Work History
Major Incident Manager
HCL Technologies
01.2026 - Current
- Managed 200+ P1/P2 major incidents, ensuring rapid recovery, minimal business impact, and customer satisfaction.
- Facilitated Major Incident War Room calls, coordinating application support, network, cloud, database, and third-party vendors to ensure effective incident resolution.
- Provided end-to-end ownership from incident logging to final resolution, using ServiceNow and ITIL frameworks.
- Communicated real-time updates and incident summaries to stakeholders, including C-level executives, enhancing situational awareness and decision-making.
- Authored over 100+ Major Incident Reports (MIRs) and Root Cause Analyses (RCAs), ensuring transparency and accountability.
- Received 'Star Performer of the Quarter' for proactive incident containment strategies and minimal SLA breaches.
- Developed Incident Trend Dashboards using Excel/Power BI to identify patterns and drive preventive measures.
- Coordinated with the Problem Management team to transition recurring issues for long-term resolution.
- Mentored junior incident analysts and delivered hands-on ITIL training, fostering internal skills development and improving team capability.
- Supported Disaster Recovery (DR) drills and high-availability test scenarios for business-critical applications.
Major Incident Manager
Teleperformance Global Services
06.2023 - 01.2026
- As a Major Incident Manager, you wear multiple hats to ensure smooth resolution of critical issues.
- As the Incident Manager, you provide overall leadership, guide ticket progression, and take ownership during process breakdowns.
- Acting as the Communications Lead, you deliver timely and clear updates to stakeholders, preventing gaps in communication.
- In the role of Problem Manager, you conduct root cause analysis, identify long-term fixes, and document lessons learned.
- Through the Service Desk, you handle initial incident reporting, categorization, and escalation.
- Finally, as a Technical Specialist, you investigate and resolve technical issues while collaborating closely with the Incident Manager.
Incident Manager
Accenture Services
02.2022 - 06.2023
- Served as the vital connection between client and support engineer, ensuring the health status of support tickets is consistently tracked.
- Your responsibilities include supporting high-reputation clients such as Western Union and Wells Fargo by reporting outages and monitoring the crisis dashboard.
- Additionally, you follow up daily on pending tickets with the technical teams, driving them toward timely closure and maintaining service reliability.
Sr Business Analyst
Genpact Global Services
11.2019 - 01.2022
- Have extensive experience handling high call volumes from U.S. customers, assisting them with navigating their bank accounts, educating them on account features, and processing payments.
- Expertise extends into AML, KYC, and transaction monitoring, including managing sanctions, RDC alerts, PEP, and adverse media checks.
- You possess strong knowledge of end-to-end KYC processes, ensuring compliance and safeguarding financial integrity while supporting customer needs efficiently.
Sr Data Analyst
Zen3 Infosolutions
12.2017 - 09.2019
- Quality Assurance: Achieved and sustained 100% accuracy in quality checks, demonstrating strong attention to detail and commitment to excellence.
- Validated data across multiple markets, ensuring consistency and reliability to support accurate decision-making.
- Streamlined workflows by identifying discrepancies, facilitating timely updates to improve operational efficiency.
- Maintained and updated records within UHRS system, enhancing data integrity and accessibility.
Education
Post-Graduation -
Latrobe University
Melbourne, Australia01-2013
Skills
- Major Incident Management
- Incident Management
- Root Cause Analysis
- Release Management
- ITSM Tools: ServiceNow
- ITSM Tools: BMC Remedy
- ITSM Tools: Jira
- ITSM Tools: Freshservice
- Excel reporting
- Power BI reporting
- PowerPoint reporting
- MS Teams reporting
- Confluence documentation
- SharePoint documentation
- OS / Infra Awareness: Windows
- OS / Infra Awareness: Linux
- Networking awareness
- Teamwork and Collaboration
- Problem Solving
- Decision Making
- Continuous Improvement
- Leadership
- Microsoft Teams
- Collaboration Platforms: Slack
- Documentation
Custom
ServiceNow, BMC Remedy, Jira, Freshservice, MS Excel, Power BI, PowerPoint, MS Teams, Word, Confluence, SharePoint, Windows, Linux, Networking Basics, SQL, DNS, Microsoft Teams, Zoom, Outlook, Slack
Timeline
Major Incident Manager
HCL Technologies
01.2026 - Current
Major Incident Manager
Teleperformance Global Services
06.2023 - 01.2026
Incident Manager
Accenture Services
02.2022 - 06.2023
Sr Business Analyst
Genpact Global Services
11.2019 - 01.2022
Sr Data Analyst
Zen3 Infosolutions
12.2017 - 09.2019
Post-Graduation -
Latrobe University