Summary
Overview
Work History
Education
Skills
Disclaimer
Languages
Personal Information
Accomplishments
Timeline
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Srilatha Jungatwar

Srilatha Jungatwar

Hyderabad

Summary

Dynamic Major Incident Manager with over 6 years at Accenture, specializing in ITSM and stakeholder management. Excelled in leading high-stakes incident resolutions, enhancing problem-solving strategies, and driving significant improvements in incident management processes. Proven track record in team leadership and effective communication, significantly contributing to Microsoft's incident management success.

Overview

15
15
years of professional experience

Work History

Major Incident Manager

Accenture
06.2017 - Current
  • Working as a Major Incident Manager for Microsoft client for 6yrs now
  • Managing P1 & P2 Major Incidents and handling bridges ensuring the resolution
  • Effectively drive incident bridges and drive transparent communications with all the stakeholders
  • Sending updates to all the stake holders and management regarding the status of the incident within the SLA
  • Identify incidents for review, identify potential problems and/or increasing trend of repetitive incidents
  • Work closely with Service Managers and with Problem Management team
  • Provide monthly incident reports and trend analysis reports to Microsoft leadership.
  • Drive client meetings to discuss about the incidents and RCAs as required
  • Working as an SME for the MIM team
  • Responsible for assigning incidents within a group or division.
  • Assisted in developing training programs for staff on how to respond effectively when dealing with major incidents.
  • Documented information before, during and after incidents in order to model trends, generate reports and recommend updates.
  • Coordinated with IT teams to ensure service restoration was completed in a timely manner following Major Incidents.

Sr. Account Receivables Analyst

IKS Health
01.2013 - 05.2017
  • Responsible for Billing services on the accounts for processing the payments
  • Analysing the account and doing the follow up with the insurance companies (US) on behalf of Providers on outstanding account accordingly
  • Keeping a track of electronic and paper claims, also work on denials and rejections
  • Reviewing the rejected claims to ensure that payment is processed accordingly

Technical Support Executive

HCL Technologies
05.2010 - 11.2012
  • Handling inbound and outbound calls and respond to the customer's technical queries
  • Provided international voice support for UK Telecom customers
  • Handling Level2 calls made by technicians to troubleshoot the broadband and telephone network issues
  • Provided support to the new joiners in the team and make sure to meet their respective targets for the month
  • Collaborated with team members in order to develop creative solutions for challenging scenarios.
  • Developed troubleshooting procedures to identify and resolve customer issues in a timely manner.
  • Utilized knowledge base resources to answer questions and provide solutions for customers.

Education

B.com -

RBVRR Women's College
Hyderabad

Skills

  • Major Incident Management
  • Problem Management
  • ITSM
  • Service Now tools
  • Effective Team Management
  • Critical Thinking
  • Problem Solving
  • Team Player
  • Critical Incident Handling
  • Escalation Mangement
  • Problem Management
  • Stakeholder management

Disclaimer

I hereby declare that the information furnished above is true to the best of my knowledge and belief.

Languages

  • English
  • Hindi
  • Telugu

Personal Information

  • Nationality: Indian
  • Marital Status: Married

Accomplishments

  • Super Star of the Month for Top Notch Performance
  • Rising Star Award

Timeline

Major Incident Manager

Accenture
06.2017 - Current

Sr. Account Receivables Analyst

IKS Health
01.2013 - 05.2017

Technical Support Executive

HCL Technologies
05.2010 - 11.2012

B.com -

RBVRR Women's College

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Srilatha Jungatwar