Open to opportunities

Pagadala Usha

@pagadalausha

Message

Service management professional and Packaged App Developer focused on reliability.

India

Message

What I'm looking for

I am seeking roles focused on incident management and IT operations where I can improve service reliability, collaborate cross-functionally, and grow into broader service leadership.

I am a service management professional and Packaged App Developer Associate at Accenture with hands-on experience in P1/P2 major incident management, IT operations, application monitoring, and stakeholder communication.

I have led structured major incident bridges, coordinated SMEs, documented complete incident lifecycles, and contributed to process improvements that strengthened SLA compliance and service reliability. I translate technical issues into clear, business-friendly language for non-technical users and collaborate with global cross-functional teams.

My background includes a BBA and ongoing MBA in Finance & Marketing, internship experience in sales and marketing, and recognition as a Star Performer at Accenture for handling critical incidents under pressure.

Experience

Work history, roles, and key accomplishments

Current

Packaged App Developer

Current

Accenture

Sep 2024 - Present (1 year 5 months)

Manage P1/P2 major incident workflows, lead structured incident bridge calls, and coordinate SMEs to restore services while improving SLA adherence and documenting incident lifecycles for leadership.

ITSM SLA Process Improvement Cross Functional Collaboration

Sales and Marketing Executive

R&M Suzuki Pvt. Ltd.

Jan 2024 - Apr 2024 (3 months)

Engaged customers to capture preferences and explained product features and pricing, maintained customer interaction data to support follow-ups and basic marketing analysis, and improved showroom customer engagement.

Customer Engagement Market Research Data Management Sales Support Marketing Analysis Communication CRM

Education

Degrees, certifications, and relevant coursework

Prabhath Institute of Computer Science

Master of Business Administration, Finance & Marketing

2024 -

Ongoing Master of Business Administration in Finance & Marketing started in 2024.

St. Joseph's Degree & PG College, Kurnool

Bachelor of Business Administration, Business Administration

2021 - 2024

Activities and societies: Head – Debate Club; Core Team Member & Volunteer Lead for district-level quiz competitions; Event Coordinator for cultural and farewell programs.

Completed Bachelor of Business Administration from 2021 to 2024 with leadership roles in college clubs and event coordination.