Kajal Giri

About Kajal Giri

IT Operations and Major Incident Management professional with 8+ years of experience supporting large-scale, mission-critical enterprise environments. Demonstrated expertise in stabilizing high-impact services, leading P1/P2 incident recovery, and ensuring consistent SLA compliance under high-pressure conditions.Currently serving as a Specialist Incident Manager at Accenture, overseeing the end-to-end incident lifecycle for complex enterprise platforms. Trusted to coordinate multi-vendor and cross-functional resolver teams, drive structured service restoration using ITIL v4-aligned practices, and maintain operational control during crisis situations. Known for strengthening operational visibility and governance by introducing real-time incident tracking and reporting mechanisms, enabling faster executive decision-making and improved outage transparency. Instrumental in formalizing incident communication and escalation frameworks, resulting in measurable reductions in leadership escalations.Recognized with the Extra Mile – Shining Star Awards (2021 & 2023) for sustained leadership during critical outages and contributions to long-term service improvement initiatives. Valued for clear stakeholder communication, strong incident governance, and a data-driven approach to trend analysis, service stability, and continual service improvement.Highlight and Summary Incident Volume & SLA Performance: Managed 20+ incidents monthly, including 4–5 high-severity P1/P2 cases,consistently achieving 100% SLA compliance across enterprise and customer-facing platforms Operational Visibility & Reporting Excellence: Designed and deployed a real-time incident management dashboard, significantly enhancing incident transparency, executive reporting accuracy, and outage decision-making efficiency Stakeholder Communication & Escalation Control: Standardised incident communication templates and escalation workflows, improving clarity during critical outages and reducing executive follow-ups by 30%+ Risk Prevention & Proactive Incident Control: Strengthened service resilience by proactively monitoring alerts and escalation patterns to identify potential major incidents early, enabling preventive actions that reduced unplanned service disruptions and improved overall operational stability Leadership Recognition & Service Improvement: Honoured with Extra Mile – Shining Star Awards (2021 & 2023) for leadership excellence in managing critical incidents & delivering sustained service improvement in complex IT environments.

Experience

1. Incident Manager

   Accenture

   Jan 2020 — Present · IN

   Directed enterprise-level incident recovery efforts, managing 20+ service disruptions per month including 4–5 critical P1/P2 events, by aligning multiple resolver teams & governing recovery calls to ensure timely restoration and SLA adherence. Decreased repeat incident occurrences by reviewing 100+ closed incidents annually, identifying systemic issues, and partnering with technical teams to implement long-term corrective and preventive solutions. Led outage communications as the central ITIL-aligned liaison, providing consistent, decision-focused updates to business stakeholders, leadership, and external partners, enabling faster resolution and controlled escalation. Strengthened crisis readiness by actively tracking alerts and escalation indicators, rapidly convening response teams in war-room environments, and maintaining operational oversight through service recovery. Elevated incident governance standards by enforcing complete ITSM records, monitoring performance metrics, and producing management dashboards to enhance audit readiness and executive visibility.

Education

• GITAM Deemed University

  Master of Business Administration - MBA

  2018 — 2020

• T.John Institute Of Management and Science

  B.com, Business/Commerce, General

  2013 — 2016