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Jyothi Thota

@jyothithota

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Incident Controller with 1+ year managing P1/P2 incidents, SLA, and bridge calls.

India

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What I'm looking for

I’m seeking to leverage my incident management expertise and analytical skills in a fast-paced, global technology environment. I want to run incident lifecycles, ensure SLA compliance, and coordinate bridge calls that minimize business impact.

I’m an Incident Controller with 1+ year of hands-on experience at HCL Technologies supporting the FORD account, managing P1/P2 major incidents in 24/7 production environments.

I manage the incident lifecycle end-to-end using ServiceNow, triaging and resolving incidents while monitoring queues in real time to maintain strict SLA compliance. During major incidents, I lead and coordinate bridge calls to align Network, Application, and Infrastructure teams, and I provide clear, timely status updates to business stakeholders.

I bring a strong foundation in ITIL processes and cross-functional coordination, with analytical support from SQL and documentation/reporting using MS Excel. I also build data-driven solutions through my project work—creating an AI itinerary planner with machine learning and developing a TF-IDF and Random Forest model for toxicity prediction.

Experience

Work history, roles, and key accomplishments

Current

Incident Controller

Current

HCL Technologies

Mar 2025 - Present (1 year 4 months)

Manage P1 and P2 critical incidents end-to-end using ServiceNow, ensuring timely triage and resolution while maintaining strict SLA compliance. Lead bridge calls during major incidents, provide status updates to business stakeholders, and maintain detailed incident reports and post-incident documentation.

ServiceNow SLA Escalation Management SQL MS Excel Compliance Documentation