Sandhya V B

Dedicated Major Incident Management Professional with over 6 years of experience in Major Incident Management, Technical Support, and Service Operations. Proven expertise in managing Priority 1 (P1) and Priority 2 (P2) incidents, leading critical incident bridges, coordinating cross-functional teams, ensuring SLA compliance, and delivering effective stakeholder communications. Skilled in driving Root Cause Analysis (RCA) and Post-Incident Reviews (PIR) to improve service reliability and minimize recurring incidents.

Strong understanding of ITIL Service Management principles, coupled with excellent communication, coordination, and problem-solving capabilities.

Major Incident Manager at WIPRO Limited (2024-01 – Present)

• Lead 24x7 Major Incident bridge calls, contributing to a 40% reduction in service downtime and a 35% improvement in resolution times.
• Coordinate with cross-functional technical teams to ensure timely incident resolution and stakeholder transparency, achieving 98% client satisfaction.
• Maintain comprehensive incident timelines and documentation, improving communication effectiveness by 20%.
• Manage escalations effectively, reducing escalation frequency by 15%.
• Ensure seamless shift handovers, minimizing transition-related issues by 25%.
• Facilitate PIR and RCA activities, reducing incident recurrence by 20%.
• Conduct incident trend analysis, leading to a 30% reduction in resolution time and a 25% increase in operational efficiency.
• Mentor junior team members.
• Collaborate with Change and Problem Management teams.
• Monitor ETL processes during major incidents.
• Serve as central point of contact for critical incidents.

Technical Support Engineer at WIPRO Limited (2024-01 – 2024-08)

• Resolved Microsoft 365, Windows, VPN, MFA, Active Directory and VDI issues.
• Performed software installation and troubleshooting.
• Managed incident tickets and SLA compliance.
• Delivered high-quality customer support.

Senior Associate - Data Annotation at WIPRO Limited (2020-09 – 2023-12)

• Performed data annotation and validation.
• Tracked productivity and quality metrics.
• Collaborated with teams to achieve project goals.

Team Lead / Operations Associate at L&T Technologies (2019-03 – 2020-03)

• Led a team to achieve quality and productivity targets.
• Planned daily work allocation and monitored deliverables.
• Provided operational support and team guidance.

Bachelor of Computer Applications in Computer Applications – Maharani's Science College for Women (2015-01 – 2018-12)