Summary
Overview
Work History
Education
Skills
Websites
Accomplishments
Timeline
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Susanna Patnaik

Susanna Patnaik

Incident Manager
Bengaluru

Summary

IT Analyst with 8+ years of experience in managing critical incidents, ensuring SLA compliance, and delivering client-focused solutions. Strong background in incident management, data security monitoring, and regulatory compliance. Proven ability to resolve high-impact issues efficiently while driving process improvements. Seeking a growth-oriented role to leverage my expertise in balancing quality, risk, and value.

Overview

8
8
years of professional experience
4
4
years of post-secondary education
2
2
Languages

Work History

Incident Manager

SAP Labs (Capgemini)
11.2024 - Current
  • Led major incident response efforts as the central point of coordination, facilitating bridge calls and driving rapid resolution across cross-functional technical teams.
  • Managed the complete incident lifecycle, ensuring accurate logging, prioritization, and resolution of incidents while maintaining strict SLA compliance.
  • Delivered clear, timely communications to stakeholders and senior leadership during high-impact incidents, minimizing confusion and ensuring transparency.
  • Escalated unresolved or critical issues to internal teams and third-party vendors, ensuring timely response and mitigation of business impact.
  • Conducted thorough root cause analyses (RCA) and implemented long-term corrective actions to prevent recurrence of incidents.
  • Generated and presented daily, weekly, and monthly incident reports and trend analyses to leadership, enabling data-driven decision-making.
  • Championed continuous improvement of the incident management process, aligning practices with ITIL standards and increasing operational efficiency.
  • Maintained 24/7 incident management readiness through on-call rotations and proactive monitoring of incident queues and high-priority tickets.
  • Collaborated with problem management and support teams to identify recurring issues and transition incidents into structured problem investigations.

Major Incident Manager

Accenture
05.2017 - 10.2024
  • Provided 24/7 critical support across multiple shifts, managing incident, change, and service request processes in ServiceNow with high accuracy and efficiency.
  • Led communication and coordination during severity 1 incidents, including initiating bridge calls, updating stakeholders, escalating issues, and ensuring infrastructure uptime within service levels.
  • Monitored infrastructure and monitoring tools, accurately tracking blockers, and maintaining comprehensive records to support incident resolution and prevent future issues.
  • Collaborated with clients, developers, and stakeholders to facilitate smooth transitions from project planning through sprint execution, tracking work progress and documenting key actions.
  • Managed detailed documentation during incidents and meetings, including post-incident root cause analysis, ensuring proper escalation, compliance with protocols, and effective stakeholder communication.

Education

Bachelor of Technology - Electronics and Instrumentation Engineering

Kalinga Institute of Industrial Technology
Bhubaneshwar
07.2013 - 04.2017

Skills

  • Service now

  • Incident Management

  • Client Relationship Management

  • L1/L2 support

  • Major Incident Management

  • SLA Management

Accomplishments

Recipient of highly acclaimed Accenture Excellence award on 08/2018

Timeline

Incident Manager

SAP Labs (Capgemini)
11.2024 - Current

Major Incident Manager

Accenture
05.2017 - 10.2024

Bachelor of Technology - Electronics and Instrumentation Engineering

Kalinga Institute of Industrial Technology
07.2013 - 04.2017

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Susanna PatnaikIncident Manager