Headline

Major Incident Coordinator | ITIL 4 Certified | Incident Management | MTTR Optimization | Service Operations | 24x7 Production Support | ServiceNow at Accenture

About

I don’t just build systems — I make sure they run, scale, and recover under pressure. As a Custom Software Analyst at Accenture, I work at the intersection of development and service operations, ensuring business-critical applications stay stable, performant, and SLA-compliant in production environments. Over the last few years, I have: • Resolved 300+ production incidents with a 95%+ SLA adherence rate • Reduced recurring incidents by 30% through structured Root Cause Analysis and problem management practices • Supported applications serving 10K+ end users across cross-functional environments • Improved deployment stability by collaborating across Dev, QA, and Ops teams during release cycles • Contributed to change management processes minimizing rollback and production downtime My experience spans Incident Management, Change Coordination, Service Requests, monitoring tools, and stakeholder communication — ensuring seamless service delivery in fast-paced enterprise environments. I’m now focused on advancing into IT Service Management roles where I can drive structured ITIL practices, optimize service performance, and enhance operational resilience. If you’re looking for someone who understands both the technical backbone and the service layer of enterprise systems, let’s connect.

Location

Greater Hyderabad Area

Work experience

Custom software engineering Analyst at Accenture, Mar 2023 - Present · 3 yrs 3 mos, Hyderabad, Telangana, India · Hybrid

Custom software engineering associate at Accenture, Feb 2021 - Mar 2023 · 2 yrs 2 mos, Hyderabad, Telangana, India · Hybrid

Education

Bachelor's degree, Electrical and Electronics Engineering, Vignan's Institute Of Engineering For Womens