Durga Sailaja

At Infosys, I led the handling of Sev 2 and Sev 3 security incidents, keeping resolution, escalation, and service continuity on track.

I prioritized ServiceNow tickets, managed team workloads, led shift handovers and client calls, and trained new joiners. I also supported scheduling, leave approvals, appraisals, and day-to-day team operations.

My work includes investigating true-positive incidents such as misdirected emails, lost media, and software or tool leaks. I've conducted Privacy Impact Assessments, applied ISO 27001 risk management practices, performed root cause analysis, and partnered with InfoSec teams, vendors, and internal stakeholders on privacy and compliance risks.

Earlier, I supported Amazon customers through chat and email, served as an SME and Trainer on Demand, and taught MBA students statistics, marketing, HR, and interpersonal communication. I bring experience in customer support, training, mentoring, and incident operations.