Indhukala Kundooli

I’m an IT Operations professional with 6+ years of hands-on production support experience, leading incident management and IT service delivery in high-availability enterprise environments. I take ownership of end-to-end incident lifecycle management, especially P1/P2 major incidents, with a focus on SLA/OLA compliance and fast restoration.

At Tata Consultancy Services (TCS) for Nedbank, I achieved a 94% reduction in weekly production incidents (80+ to fewer than 5) through systematic RCA and process redesign, and I was internally awarded for operational excellence. I coordinated war rooms and bridge calls via Microsoft Teams to keep teams aligned, communicate clearly with stakeholders, and drive structured action plans from diagnosis to recovery.

I’m strong in ITSM and ITIL practices—Incident, Problem, and Change Management—running workflows and audit trails in ServiceNow, alongside JIRA for defect and issue tracking. I monitor production health with dashboards and alerts, classify recurring issues into diagnostic workflows and runbooks to reduce MTTR, and lead post-incident reviews (PIR) to ensure corrective and preventive actions that prevent recurrence.