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Gayathri Kandukuri

@gayathrikandukuri1

India

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At LTIMindtree, I managed Microsoft incident queues and introduced a classification and severity matrix to standardize prioritization. Structured playbooks and routing frameworks helped reduce MTTR by 20–30%, while post-incident reviews helped reduce recurring issues by 15%+.

At Wipro Limited, I progressed from Risk Analyst to Quality Analyst and Team Lead in Google Trust & Safety. I handled a team of 30+ associates, maintained 95%+ SLA compliance, and improved quality scores from about 92% to over 98% through audits, coaching, and process improvements.

Experience

Work history, roles, and key accomplishments

Incident Manager

LTIMindtree

Nov 2023 - Feb 2026 (2 years 3 months)

Managed incident queues, prioritized work based on business impact and SLA commitments, and implemented incident classification and severity matrices. Reduced MTTR by 20-30% through structured playbooks and cross-functional collaboration, and facilitated post-incident reviews to reduce recurring issues by 15%+.

Incident Management SLA Management MTTR Reduction Root Cause Analysis Stakeholder Management Excel Dashboard Automation Escalation Management Service Request Handling

Team Lead – Trust & Safety

Wipro Limited

Mar 2022 - Apr 2023 (1 year 1 month)

Led a team of 30+ associates in Trust and Safety, monitoring KPIs and achieving >95% SLA compliance. Reduced attrition by 15% through coaching and engagement, and conducted performance reviews, PIPs, and RCA for escalations.

Team Management People Management SLA Management Performance Management Coaching RCA Escalation Management Workforce Planning Stakeholder Management WBR Reporting

Quality Analyst – Trust & Safety

Wipro Limited

Dec 2020 - Feb 2022 (1 year 2 months)

Audited analyst cases to ensure quality and compliance, and delivered structured coaching sessions. Increased quality scores from ~92% to >98% and identified process gaps for improvement.

Quality Assurance Audit Coaching Process Improvement Subject Matter Expertise Reporting Training

Risk Analyst – Trust & Safety

Wipro Limited

Oct 2019 - Nov 2020 (1 year 1 month)

Investigated suspicious financial transactions and identified fraud patterns. Worked on high-priority queues maintaining SLA and TAT efficiency, and contributed to reducing chargebacks and refund abuse.

Fraud Detection Investigation Transaction Monitoring Chargebacks Refund Management SLA Management TAT Optimization