Vikram Gupta

Hyderabad

Summary

Proven expertise in major incident management, effectively leading P1/P2 incidents to ensure swift service restoration. Strong analytical skills and process improvement capabilities drive operational excellence.

Overview

years of professional experience

Certification

Work History

Command Center - Associate lead / Incident Manager

Cotiviti

Hyderabad

09.2020 - Current

Lead end-to-end management of P1/P2 major incidents, coordinating with global teams to ensure rapid service restoration.
Facilitate major incident bridges with cross-functional IT, infrastructure, and vendor teams to minimize downtime.
Partnered with Change Management to mitigate deployment risks and prevent service outages.
Updated SOPs, enhancing process standardization and team efficiency.
Training new joiners on Command Center tools, escalation matrix, and incident handling best practices.

Analyst

HCL Technologies

09.2017 - 01.2020

Managed high-priority incidents in a 24x7 environment for healthcare and financial clients.
Coordinated with technical teams to analyze recurring incidents and drive permanent fixes.
Improved SLA compliance through proactive monitoring and early escalation.
Conducted post-mortem reviews to identify gaps in monitoring and service readiness.
Supported Change Advisory Board (CAB) discussions by highlighting incident trends.

Education

Bachelor of Technology (B.Tech) - EEE

Kuppam Engineering College

Kuppam, India

06-2016

Intermediate Certificate - MPC

Masters Junior College

Kurnool, India

05-2012

Matriculation (10th) -

Sri Lakshmi High School