Abhishek Sharma

Oversee ITIL-driven Incident & Problem Management, ensuring service resilience, rapid recovery, and continuous improvement of IT operations.

• Led the Incident & Problem Management function, ensuring SLA adherence and minimizing business impact of outages.
• Managed the complete incident lifecycle from detection, triage, escalation, and resolution to closure.
• Delivered detailed Post-Incident Reports (PIRs) for internal stakeholders and customers, including impact analysis, recovery timelines, and preventive measures.
• Conducted Root Cause Analysis (RCA) and coordinated permanent fixes with engineering teams to prevent recurrence.
• Ensured timely and accurate stakeholder communications during high-severity incidents.
• Partnered with Customer Success and Product Support Teams to improve service delivery based on customer feedback.
• Maintained and updated Status Pages to provide real-time service updates and build customer trust.
• Contributed to process improvements in Incident & Problem Management, enhancing response times and service reliability.

Drove ITSM process automation, reporting, and compliance initiatives to improve efficiency, accuracy, and service quality across global IT operations.

• Spearheaded ITSM automation initiatives across Incident, Problem, and Change Management, reducing manual efforts and improving process efficiency.
• Integrated ServiceNow with Tableau, creating real-time dashboards for ITSM KPIs and operational metrics to enable data-driven decision-making for leadership.
• Partnered with the automation team to design REST APIs for automated Change Request creation (e.g., OS patching, system maintenance), streamlining workflows and cutting ticket handling time.
• Automated CAB agenda preparation using ServiceNow workflows and scheduled jobs, eliminating manual compilation and enhancing meeting readiness.
• Architected the Major Incident Communication process within ServiceNow, shifting from manual Outlook-based communication to an automated notification and escalation model, ensuring timely stakeholder updates.
• Designed and implemented a Known Error Database (KEDB) module in ServiceNow, enabling faster incident resolution and effective root cause identification for recurring problems.
• Acted as a key liaison during SOC audits, coordinating with auditors to provide artifacts, access logs, and process documentation, ensuring compliance and audit readiness.
• Authored and maintained Standard Operating Procedures (SOPs) and Work Instructions (WIs) aligned with ITIL best practices, supporting process standardization and knowledge continuity.

Delivered secure and compliant access management services while contributing to IT Service Management (ITSM) maturity and process governance.

• Managed end-to-end lifecycle of Active Directory (AD) accounts, including creation, modification, and decommissioning of user accounts, access groups, and distribution lists (DLs), in alignment with security and compliance standards.
• Handled Joiner-Mover-Leaver (JML) processes, ensuring accurate provisioning and timely revocation of access, reducing access-related risks.
• Conducted monthly access reviews for contractors by engaging with business managers to validate continued access, strengthening governance and access hygiene.
• Administered Microsoft Dynamics AX access provisioning, ensuring Role-Based Access Control (RBAC) compliance and correct functional entitlements.
• Supported internal and external audits, assisting with evidence collection, documentation validation, and compliance readiness.
• Created and maintained SOPs, process documents, and onboarding materials, improving process consistency and team efficiency.
• Trained and mentored new joiners, enabling faster knowledge transfer and reduced ramp-up time.
• Collaborated with the Service Management team on Incident, Request, and Change processes, ensuring timely fulfillment of access-related tickets within defined SLAs.
• Contributed to continuous improvement initiatives, aligning access management practices with ITIL best practices and organizational security policies.