Vishal S R
Bengaluru
Summary
Results-driven Major Incident Manager with a proven track record of managing critical IT incidents under high-pressure situations. Skilled in rapidly identifying issues, orchestrating effective response strategies, and implementing solutions to minimize downtime and impact. Specialized skills include incident response planning, stakeholder communication, and IT service continuity management. Excel in leadership, problem-solving, and decision-making to navigate complex challenges and ensure business continuity.
Overview
8
8
years of professional experience
Work History
Major Incident Manager Lead
Accenture Solutions PVT LTD
Bengaluru
06.2018 - Current
- Led a team of 23 professionals to achieve 95% SLA compliance in Incident Management.
- Enhanced collaboration projects utilizing Microsoft tools to improve workflow efficiency.
- Managed Major Incidents (P1/P2) to ensure timely resolution within SLAs.
- Conducted root cause analysis, reducing incident recurrence by 15% through proactive measures.
- Spearheaded Change Management processes, achieving seamless implementation with zero downtime.
- Delivered Power BI dashboards for tracking incident trends, boosting team productivity by 10%.
- Collaborated with IT teams to implement new tools, enhancing operational efficiency by 12%.
- Documented major incidents, including timelines, key participants, and root cause analyses.
Major Incident Manager
Accenture Solutions PVT LTD
Bengaluru
06.2018 - Current
- Achieved 90% customer satisfaction by providing comprehensive technical support for hardware, software, and network issues.
- Managed major incidents (P1/P2), ensuring timely resolution within SLAs through collaboration with problem and change management teams.
- Conducted root cause analysis for recurring issues, resulting in a 10% reduction in incident recurrence.
- Assisted Microsoft Power BI support team in resolving technical issues, enhancing dashboard performance by 15%.
- Analyzed issue trends and implemented effective solutions, decreasing recurring challenges by 12%.
- Monitored and tracked Major Incident progress from initiation to resolution using incident management tools.
- Provided technical support during investigations of major incident root causes. Led the resolution of over 100 high-severity (P1/P2) incidents annually, achieving 99% SLA adherence, and reducing average resolution time by 20%.
- Acted as Major Incident Manager, driving bridge calls across cross-functional teams and vendors to ensure swift resolution and restore services with minimal business disruption.
- Delivered real-time incident updates and RCA summaries to senior stakeholders, enhancing transparency and accountability.
- Conducted post-incident reviews and implemented corrective actions, contributing to a 15% reduction in repeat incidents.
- Developed and presented comprehensive weekly/monthly service reports (SLA, KPI, Operational) to clients and internal leadership.
- Mentored new team members and conducted process training sessions, strengthening incident lifecycle management practices.
- Collaborated with application and infra teams to reduce backlog by 30% through daily syncs and structured follow-ups.
Technical Support Associate
Convergys India
Bengaluru
03.2017 - 09.2017
- Provided technical assistance for hardware and software issues.
- Troubleshot customer inquiries via phone, email, and chat.
- Documented issues and resolutions in the ticketing system.
- Collaborated with team members to improve support processes.
- Assisted customers with product setup and installation instructions.
- Escalated complex issues to senior technical teams for resolution.
- Developed documentation of common problems and their solutions.
Education
Bachelor of Computer Applications - Computer Applications Development
Dayananda Sagar Business Academy
Bengaluru, India06-2016
Skills
- Incident management
- Root cause analysis
- Change management
- Power BI reporting
- Technical support
- Workflow optimization
- Team leadership
- Problem solving
- Effective communication
- ITIL framework
- Critical incident handling
- Service management
- SLA management
- Root-cause analysis
- Team engagement
- Post incident reviews
- Post incident meetings
Affiliations
- Bike riding
- Travelling and exploring new places
Accomplishments
- Recognized by AVP and directors for exceptional support in incident management
- Commended by team members for leadership and problem-solving skills
Languages
English
First Language
Timeline
Major Incident Manager Lead
Accenture Solutions PVT LTD
06.2018 - Current
Major Incident Manager
Accenture Solutions PVT LTD
06.2018 - Current
Technical Support Associate
Convergys India
03.2017 - 09.2017
Bachelor of Computer Applications - Computer Applications Development
Dayananda Sagar Business Academy
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