Vel Vizhi
Major incident manager
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About
Senior Major Incident Manager with 8+ years of experience in ITIL-based Service Management, specializing in P1/P2 incident handling, war room leadership, and rapid service restoration. Proven track record in reducing MTTR, ensuring SLA compliance, and managing global stakeholders. Strong expertise in ServiceNow, incident lifecycle management, and cross-functional coordination.
A result-oriented professional with expertise in Major Incident Management, Problem Management, and Service Delivery. Exceptional communication and interpersonal skills with strong analytical capabilities and customer management expertise. Ability to address operational issues, resolve performance bottlenecks, and improve business performance.
Experience
Senior Major Incident Manager at Accenture / Wipro Technologies (2018-03 – Present)
- Managed 40+ monthly P1/P2 incidents ensuring rapid restoration of critical services
- Acted as Single Point of Contact (SPOC) for high severity incidents across global teams
- Led war room bridge calls and coordinated cross-functional teams (Infra, App, Network, Vendors)
- Reduced MTTR through effective incident prioritization and escalation management
- Ensured 99.9% SLA compliance for incident resolution and response timelines
- Performed Root Cause Analysis (RCA) and led Post Incident Reviews (PIR)
- Developed runbooks, SOPs, and escalation matrices to improve incident response
- Collaborated with Problem Management to eliminate recurring incidents
- Communicated incident updates to senior leadership and business stakeholders
- Supported continuous service improvement initiatives
Incident Champion / Operations Lead at Accenture / Wipro Technologies (2024-05 – Present)
- Led and mentored a team of analysts ensuring high performance and skill development
- Managed daily operations, workload distribution, and 24x7 support coverage
- Acted as escalation point for critical and complex incidents
- Conducted performance reviews, coaching, and training sessions
- Prepared and presented operational metrics and reports to leadership
- Improved process efficiency and reduced response time
Team Lead – L2/L3 Support (HP Project) at Accenture / Wipro Technologies
- Managed a team of 15 members supporting production systems
- Achieved 100% SLA compliance for incidents, changes, and problem tickets
- Conducted incident trend analysis to identify and eliminate recurring issues
- Coordinated with change and problem management teams for stable releases
- Prepared weekly business reports highlighting performance and risks
- Ensured adherence to ITIL processes across operations
Education
Bachelor of Engineering in B.E. – K.S.R. College of Engineering (2017)
