Quality Assurance Analyst

Accenture

• Analysed incident data and security metrics to ensure continuous visibility of the threat landscape and identify trends impacting system quality and stability.
• Validated incident response processes, ensuring teams followed defined procedures, tools, and quality standards during threat handling.
• Collaborated with cross-functional teams to support effective and timely incident resolution, improving overall response efficiency and service reliability.
• Prepared and communicated incident reports, root cause analysis (RCA), and quality insights to senior stakeholders.
• Identified gaps and recommended improvements in security policies, configurations, automation, and system hardening from a quality and compliance perspective.
• Contributed to the development and enhancement of CFC (Cyber Fusion Center) capabilities aligned with business and corporate security objectives.
• Supported continuous improvement initiatives to enhance Detect & Respond service quality and maturity.
• Monitored incident trends and ensured adherence to SLAs, KPIs, and quality benchmarks.
• Worked closely with internal teams and external vendors to ensure alignment with security standards, service expectations, and roadmap deliverables.
• Receive recognition as the Best Quality Assurance Analyst for my dedication and contributions in 2025.
• Received the Best Quality Analyst award and client appreciation in 2024.

IT Operations Analyst (Incident Manager)

Accenture

• Analyse incidents and data to maintain daily awareness of threat landscape.
• Ensure incident response teams have the right processes and tools to handle threats effectively.
• Use insights to coordinate strategic incident response and improve security posture.
• Communicate threat updates and responses to senior stakeholders.
• Recommend improvements in security policies, configurations, automation, and system hardening.
• Develop and implement CFC capabilities aligned with business and corporate security needs.
• Drive CFC maturity and enhance Detect & Respond services.
• Continuously monitor and manage threats impacting the organization.
• Collaborate with internal teams and external partners to align security requirements and roadmap.

Technical Support Associate Level 2

Convergys Pvt Ltd

• When customers or internal users encounter technical problems, Level 2 associates are the ones who investigate deeper issues that couldn't be fixed by the Level 1 team.
• In case an issue is too complex or involves a system-wide problem, Level 2 support may escalate it to Level 3 or engineering teams. However, they are responsible for ensuring that all necessary information is documented and passed on to the next level of support.
• Document all troubleshooting steps, solutions, and workarounds for future reference. This documentation helps improve future support processes and can be used by Level 1 agents to solve similar issues more efficiently.
• Recognized as the Most Valuable Person for Outstanding Performance in 2017.
• Received the Best Performance Award for January in 2015.
• Honoured as the Most Valuable Person for Exceptional Performance in 2014.

BCA in Computer Applications

Indian Academy Degree College Autonomous