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Prabhat Singh

@prabhatsingh7

Critical Incident Manager at Accenture coordinating P1/P2 response, with prior work reducing incident resolution time by 30%.

India

Message

At Accenture, I serve as the primary point of contact for critical incidents, engaging resolver teams to drive resolution or a workaround. I track root causes through to documentation and work with Problem Management on permanent fixes.

At Wipro Limited, I provided L2 voice and collaboration support in a 24×7 environment. I administered Cisco voice gateways, CUCM and Webex Calling, and supported Major Incident bridges.

At Orange Business Services, I managed P1/P2 incidents across enterprise infrastructure and voice environments as Incident Commander. I coordinated incident bridges, tracked preventive actions and reported on SLA performance.

At Orange Business Services, I also monitored network performance and handled Teams Enterprise Voice and Cisco CUCM incidents. Proactive triaging and streamlined escalation reduced incident resolution time by 30%, while critical incidents maintained 95%+ CSAT.

Experience

Work history, roles, and key accomplishments

Current

Infra Managed Service Analyst

Current

Accenture

Apr 2026 - Present (6 months)

Serves as primary point of contact for critical incidents, managing escalations and ensuring SLA/OLA targets are met. Drives root cause analysis and partners with Problem Management to implement permanent fixes.

Incident Management Critical Incident Management SLA Management Root Cause Analysis Problem Management ServiceNow Stakeholder Management

Network Voice Administrator L2

Wipro Limited

Nov 2025 - Apr 2026 (5 months)

Provided L2 voice and collaboration support in a 24x7 environment, handling incidents, RCA, and client coordination. Administered Cisco voice gateways, CUCM, and Webex, and supported major incident bridges.

Cisco Unified Communications Manager (CUCM)Cisco 4431 Cisco Catalyst 8300 SRST SIP T1 PRI Webex Control Hub Genesys ServiceNow Incident Management Root Cause Analysis

Technical Consultant, IT Service Management

Orange Business Services

Jan 2022 - Oct 2025 (3 years 9 months)

Managed Major Incidents (P1/P2) as Incident Commander, driving bridges and coordinating with resolver groups. Monitored network infrastructure with SolarWinds, performed RCA, and prepared dashboards and trend reports.