Radhika Kulkarni

Results-driven Major Incident Manager with 4.11 years of experience at Accenture in Incident Management, Major Incident Handling, IT Service Operations, and Service Delivery within enterprise environments. Skilled in managing P1/P2 incidents, stakeholder communication, bridge call coordination, escalation management, SLA compliance, and driving service restoration within critical timelines. Experienced in ITSM processes, operational support, incident lifecycle management and cross-functional team collaboration.

Strong expertise in handling high-priority incidents, ensuring business continuity, and improving operational efficiency in fast-paced global support environments.

Major Incident Manager at Accenture (2023-01 – Present)

• Managed and coordinated Major Incidents (P1/P2) impacting critical business applications and infrastructure services.
• Led bridge calls with technical teams, vendors, support groups, and business stakeholders during high-priority incidents.
• Ensured timely service restoration while adhering to SLA and KPI targets.
• Provided real-time incident updates, business impact analysis, and resolution progress to leadership and clients.
• Drove incident escalations across multiple support teams to accelerate issue resolution.
• Conducted post-incident reviews and coordinated Root Cause Analysis (RCA) meetings with support teams.
• Identified recurring incidents and collaborated with Problem Management teams for permanent fixes.
• Coordinated with Change Management teams to minimize risks during planned activities and deployments.
• Maintained incident records, timelines, and communication logs as per ITIL standards.
• Supported continuous service improvement initiatives and process optimization activities.

Incident Manager at Accenture (2021-06 – 2022-12)

• Monitored and managed incident queues to ensure timely ticket resolution within SLA timelines.
• Handled incident prioritization, categorization, assignment, and escalation activities.
• Coordinated with technical support teams for issue investigation and resolution.
• Tracked incident lifecycle from initiation to closure and ensured accurate documentation.
• Communicated incident status updates to users and stakeholders effectively.
• Assisted in identifying incident trends and recurring issues for operational improvements.
• Supported Major Incident Managers during critical outages and high-severity incidents.
• Generated daily and weekly incident management reports for leadership review.
• Participated in shift handovers and operational review meetings.

Bachelor of Engineering in Computer Engineering – Savitribai Phule Pune University