Accenture Inc (Avanade)January 2022 – March 2023:Incident Management Lead / Major Incident Manager- Ensures that risks are identified, assessed, controlled, monitored, reported, escalated, and closed in - Performs Root Cause Analysis for every after Major Incidents or escalations.- Formed and oversees People Engagement, Quality Assurance, and Process Improvement sub teams.- Manages process to restore normal service operations as quickly as possible to minimize the impact on businessoperations.- Point of contact for all major incidents and engages resolver groups and service delivery team through a bridge call.- Liaising with stakeholders and/or upper management for major incident updates- Monitor incidents and manages workload of the operations team to ensure that SLAs are met.- Identify, initiate, schedule, and conduct incident reviews.- Managing staff schedule, including sickness, and organizing any necessary cover.- Responsible in communicating with new Swivel clients regarding staffing, access, process, etc.