Soumya Srivastava
Bangalore
Summary
Results-driven IT professional with 4.8 years of experience in Major Incident Management and ITIL-based service operations. Proven ability to lead critical incident bridges, minimize MTTR, and ensure timely communication with stakeholders and leadership. Skilled in handling high-pressure situations, coordinating cross-functional teams, and driving swift service restoration with minimal disruption.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Major Incident Manager
Accenture Private Limited
01.2023 - Current
- Led 1000+ major incident calls across infrastructure, application, and network domains.
- Facilitated real-time technical bridges involving all the technical support teams to drive resolution.
- Maintained clear, concise communication with business stakeholders during high-severity incidents.
- Ensured RCA documentation and follow-up actions were delivered within defined timelines.
- Worked closely with Problem Management to drive post-incident improvements and avoid recurrence.
- Generated weekly/monthly incident trend and performance reports for leadership.
Major Incident Manager
Capgemini Private Limited
08.2020 - 01.2023
- Initiate and handle Major incident bridge calls. Engage and coordinate with resolver groups on bridge call to restore incident and ensure right traction enabled and service restores as quick as possible.
- Worked on high priority tickets (P1 & P2) on daily basis and ensure that the SLAs are adhered.
- Good hands on working with in hectic environment such as - Storm Gateway, handling multiple bridges at a time.
- Send Alert notifications to the Leadership and the Monitoring teams about any network-related issues.
- Dispatching the User communications and Standard communications to the global customers, senior and executive management on timely bases as specified.
- Running Post monitoring bridges for the Changes that have been performed to avoid the occurrence of Major incidents.
Education
B. Tech - Applied Electronics and Instrumentation
C.V. Raman Global University
Bhubaneswar07.2020
Skills
Major Incident Management (MIM)
Problem & Change Management (ITIL Practices)
ServiceNow (Incident, Problem, Change modules)
Cross-functional Coordination & Communication
SLA/MTTR Management & Stakeholder Reporting
ITIL® 4 Framework
Certification
- ITIL v4 Foundation, 2021
- Azure Fundamentals (AZ-900), 2021
- Microsoft Azure Administration Associate (AZ-104), 2022
Additional Information
3 Months' Notice Period, Willing to work in 24x7 rotational shifts and weekends if required, Experienced in working with global teams across US, UK, GMT and APAC time zones
Timeline
Major Incident Manager
Accenture Private Limited
01.2023 - Current
Major Incident Manager
Capgemini Private Limited
08.2020 - 01.2023
B. Tech - Applied Electronics and Instrumentation
C.V. Raman Global University
Similar Profiles
Aswini EsakkyAswini Esakky
Application Development Senior Analyst at Accenture Private limitedApplication Development Senior Analyst at Accenture Private limited
Saksham KamalSaksham Kamal
Software Engineering Analyst at Accenture Private LimitedSoftware Engineering Analyst at Accenture Private Limited
Vidhyashree BVidhyashree B
Associates Senior Analyst for healthcare at ACCENTURE PRIVATE LIMITEDAssociates Senior Analyst for healthcare at ACCENTURE PRIVATE LIMITED
Rohit RawatRohit Rawat
Vice President at NAB IndiaVice President at NAB India
Sanjay SSanjay S
Relationship Manager at GMoneyRelationship Manager at GMoney