Vikram Vikram
Critical Incident Management || ITIL 4 Foundation Certified || Microsoft Azure Fundamentals AZ900 Certified || Information Technology Service Management || ITIL V3 Foundation Certified
- Role
- Senior Major Incident Manager at Accenture in India
- Location
- Gurugram, HR, IN
- LinkedIn followers
- 500 followers
About Vikram Vikram
Experienced Incident Management professional with 10+ years of expertise in resolving…
Experience
Senior Major Incident Manager
Jul 2022 — Present · Gurugram, IN
Monitor Operate 360, EMD, and Zabbix dashboards for service outages or degradations.Initiate bridge calls with the necessary operations teams within a 5-minute SLA.Assess business impact and identify affected customers during outages.Collaborate with the GCE team for external communications, handle internal updates, and generate and share Event IDs within a 7-minute SLA.Ensure the customer is communicated with within the defined SLAs for P1/P2 incidents and provide updates every 45 minutes until resolution.Issue service restoration and resolution communications within the stipulated SLAs post-resolution.Maintain a detailed whiteboard record of discussions during bridge calls, including timestamps, participant details, issue descriptions, business impact, and relevant changes.Update communications and close incident tickets and associated tasks after resolution.Create problem tickets for root cause analysis by the Problem Management team.Prepare and publish Delta Reports for P1 issues, highlighting SLA adherence, including bridge start times, incident details, and communication timelines.Set up checkpoint or engagement calls if required.Validate incidents received from customers, alert-generated tickets, or internal operations within a 10-minute SLA.Assign incidents to the appropriate operations department and follow up to ensure timely resolution.Respond to customer, CPS team, or operations department escalations within a 15-minute SLA.Analyze escalation emails, involve the relevant teams, and ensure prompt resolution.
Education
Guru Gobind Singh Indraprastha University
Bachelor of Technology - BTech
2010 — 2013
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