Akshata Kodur

8+ years of experience in ITIL Service Management encompassing Incident Management, Problem Management, Service Delivery, Client Servicing, and Customer Support across complex enterprise environments. Strong analytical and decision-making capabilities with the ability to assess complex situations, identify process gaps, and implement data-driven solutions under high-pressure environments. Exceptional communication and interpersonal skills with a proven track record of effective stakeholder engagement, executive-level reporting, and cross-functional team collaboration.

Experienced in client servicing and customer management, ensuring high levels of satisfaction through proactive communication, timely resolution, and continuous service improvement initiatives.

Senior Associate Consultant - HCL Tech - Pune

(2024-04)

Client Managed: SAP

• Identify, classify, and declare major incidents based on predefined priority and impact thresholds.
• Facilitate and Lead Major Incident bridge calls, ensuring all relevant teams are engaged and aligned on resolution activities.
• Escalate critical incidents to SAP support, vendor teams, and senior stakeholders in accordance with escalation matrices.
• Publish timely incident notifications, progress updates, and resolution communications to leadership and business stakeholders
• Ensure all major incident activities comply with ITIL frameworks, organizational policies, and SLA/OLA commitments.
• Oversee system restoration, data recovery, and post-incident validation across SAP modules including S/4HANA, PI/PO, and Fiori.
• Ensure implementation of interim workarounds to minimize business impact during active incidents.
• Monitor and report SLA adherence metrics, incident trends, and KPI's to leadership periodically.
• Trained and mentored new joiners and support staff on major incident management processes and tools, accelerating on-boarding and strengthening overall team response capability

Lead, IPC Co-ordinator - Kyndryl India Pvt. Ltd - Mumbai

(2023-11 - 2024-03)

Client Managed: HDFC

• Develop, implement, and maintain comprehensive Disaster Recovery and Business Continuity Plans aligned with organizational and regulatory requirements.
• Designing and executing quarterly or periodic Disaster Recovery drills to validate system resilience and team preparedness in case of outages.
• Conduct regular risk assessments and Business Impact Analyses to identify critical business functions and minimize downtime and data loss.
• Coordinate and monitor all BCP tests and exercises, record findings, and track open issues through to completion.
• Ensure the DR team remains compliant with regulatory requirements and the bank's policies and procedures.
• Collaborate with IT, security, facilities, and executive leadership to ensure comprehensive preparedness and effective response to any disruptive event.
• Participate in internal and external audits related to the organization's ability to recover from a disaster.
• Lead teams during high-stress situations, make swift decisions under pressure, and execute corrective actions to restore normal operations.

Incident Manager/ Business Analyst - Wipro Tech India Pvt. Ltd - Chennai

(2022-07 - 2023-08)

Client Managed: Honeywell

• Managed end-to-end Agile delivery using JIRA, Confluence, and SharePoint, including authoring user stories, test cases, test plans, and coordinating bug reporting and validation with development and QA teams to meet customer requirements.
• Facilitated all Scrum ceremonies and managed backlog/sprint planning, providing agile coaching, removing blockers, and protecting the team from external disruptions.
• Engaged directly with clients, stakeholders, designers, and developers to elicit and validate requirements, serving as the primary liaison between the customer-facing technical service team and engineering.
• Trained & directed team on Agile best practices, tracked key Agile metrics & facilitated retrospectives that drove continuous improvement, increasing delivery predictability over successive sprints.
• Coordinated with Product Owners, stakeholders, and leadership to align sprint goals with business objectives, resolving cross-team dependencies and communicating risks/progress transparently.

Major Incident and Problem Manager - Cotiviti India Pvt. Ltd - Pune

(2017-12 - 2022-07)

• Drive Major Incident Management bridge calls from detection through resolution, coordinating resolver groups across teams to meet response and resolution SLA's and reduce MTTR
• Monitored and cleared ageing, on-hold, and backlog tickets to closure, improving same-day resolution rates and overall queue health
• Produced detailed problem records and drove RCA using Six Sigma, 5 Why methodology etc translating findings into permanent fixes that reduced repeat incidents
• Notified management with key incident reports, including ageing tickets, SLA-based outage, and availability/performance reports, supporting data-driven decision-making
• Trained and mentored new joiners and support staff on incident and problem management processes, accelerating on-boarding and team ramp-up

Clinical Data Specialist - FIGmd India Pvt. Ltd - Pune

(2015-11 - 2017-11)

• Administered CMS driven PQRS and MIPS programmes, facilitating the shift from fee-for-service to value-based care by validating provider-submitted codes on CMS-1500 and CMS-1450 forms,
• Evaluate Category II codes, clinical registries, and EHR's to assess provider performance across quality, cost, interoperability, and improvement activity domains.

Bachelor - Pharmacy