Akash Mishra

Computacenter INDIA PVT LTD | Project: Daimler/Mercedes Global Project

• Drove the rapid restoration of services for P1/P2 incidents impacting global operations, ensuring all mitigation activities strictly adhered to complex regulatory frameworks, including ISO 27001 and Information Security Incident Management standards.
• Orchestrated and led investigation and resolution activities across international, cross-functional teams, facilitating technical bridge calls for 20+ complex major incidents monthly, consistently maintaining over 96% SLA compliance for critical priority tickets.
• Collaborated with Problem Management and Security teams following Post-Incident Reviews (PIRs) to identify and prioritize system vulnerabilities, implementing proactive remediation plans that contributed to a Business and Customer Interaction

• Leveraged ServiceNow ITSM modules (Incident, Change, Knowledge) for end-to-end workflow design, customizing automated categorization and priority assessment based on real-time business impact data.
• Developed production-quality Splunk dashboards to track real-time incident trends (MTTR, incident volume, resolution efficiency), improving executive decision support and reporting clarity

CBSI INDIA PVT LTD (Payroll) | On Role: ATOS INDIA PVT LTD

• Engineered automation solutions using Python and PowerShell scripting to streamline first-level incident resolution tasks, successfully cutting the Mean Time to Identify (MTTI) by 30% and improving overall shift efficiency.
• Managed critical incident communication, client escalations, and expectation setting for the high-profile Jubliant project, successfully navigating the challenges inherent in outsourced incident management and ensuring strict adherence to contractual SLAs.
• Initiated a structured Post-Incident Review (PIR) process, delivering 20+ actionable insights per quarter to Problem Management, resulting in a measurable 12% decrease in recurring incident occurrences.
• Authored and maintained comprehensive Knowledge Articles (KEDs) in the Knowledge Management system, establishing a robust knowledge base that reduced the volume of repeat incidents handled by the service desk by 10%.

Techshed Technology Pvt Ltd (Payroll) On Role: Novo Nordisk India

• Led and drove resolution of P1 through P5 incidents, providing immediate emergency response and technical bridge facilitation to minimize business disruption during outages.
• Participated in the successful implementation and configuration of ITSM tools (Symphony Summit), specifically mapping ITIL processes (Incident, Change, Problem) into functional digital workflows during the transition period.
• Trained and mentored new team members and support staff on incident management best practices and adherence to service restoration procedures.