At Accenture, I coordinate P1/P2 production incidents from detection through mitigation and resolution, facilitating calls and aligning cross-functional resolver teams on ownership and next steps.
I also facilitate Root Cause Analysis and Post-Incident Reviews, track corrective actions, and build ServiceNow reports and Power BI dashboards for incident trends and SLA performance.
Previously, at IBM, I served as an escalation point for service desk agents, supported enterprise IT troubleshooting, and developed training materials and reports. At Wipro, I provided Level 1 technical support and coordinated hardware replacements.
