Anisha Kandala

As an Incident Manager, I am responsible for managing the full lifecycle of Major Incidents (P1 & P2) to minimize business disruption and ensure timely resolution. My core responsibilities include:

• Leading bridge calls for critical incidents to coordinate rapid resolution efforts.
• Collaborating with cross-functional teams and vendors to resolve issues within agreed SLAs.
• Escalating blockers or delays to senior management to ensure progress on high-impact incidents.
• Providing real-time updates and communication to key stakeholders.
• Reviewing and managing unassigned/reassigned incidents to maintain workflow continuity.
• Conducting incident reviews, ensuring documentation accuracy, and identifying improvement opportunities.
• Presenting weekly reports to clients summarizing all major incidents, actions taken, and outcomes.
• Monitoring KPIs and driving continuous improvement initiatives across the incident process.

In addition to Incident Management, I also work closely with other core ITIL processes:

• Change Management: Reviewing and approving change requests, evaluating risk, and ensuring proper planning to minimize service disruptions.
• Problem Management: Identifying trends in recurring incidents, performing root cause analysis, and working with technical teams to implement long-term fixes.
• Asset Management: Maintaining an accurate and up-to-date inventory of IT assets to support lifecycle tracking and accountability.
• Knowledge Management: Developing and maintaining a knowledge base to improve incident resolution speed and enable self-service for support teams.

Team Management & Mentoring

• Led a team of IT support professionals during assigned shifts, acting as a point of contact for technical escalations and guidance.
• Supported team members in troubleshooting complex technical issues and maintaining high service quality.

Technical Leadership

• Served as a subject matter expert, ensuring timely and accurate resolution of Root Cause Analyses (RCAs) and addressing critical client concerns.
• Acted as a knowledge advocate, promoting best practices and knowledge sharing within the team.

Process Improvement

• Collaborated with cross-functional support teams to identify gaps in existing processes.
• Contributed to designing and implementing effective migration and improvement plans to streamline operations and reduce recurring issues.

Project Coordination

• Played a key role in coordinating with project teams during new transitions and migrations, ensuring smooth integration and minimal service disruption.

Incident Management & Service Excellence

• Handled high-severity incidents (P1/P2) with a focus on swift resolution and minimal business impact.
• Prioritized and categorized tickets accurately based on urgency and impact.
• Provided interim workarounds and coordinated service restoration efforts.
• Maintained end-to-end communication across technical, business, and vendor teams.
• Participated in RCA discussions and documented corrective and preventive actions.
• Ensured high standards in ticket management, documentation, and client communication.

• Specialized in clearing backlog tickets, and escalating unresolved issues to higher support levels.
• Handled over 100 tickets daily, with a 45% resolution rate, while ensuring SLA compliance.
• Actively engaged in automation, change implementation, and process improvement discussions with clients.
• Provided timely responses across email, web, chat, and escalations.
• Trained new team members, and supported their onboarding process.
• Experienced in Virtual Desktop Infrastructure (VDI) environments.
• Gained end-to-end knowledge of the IT incident lifecycle.
• I shadowed senior managers to understand escalation handling during major incidents (P1/P2).
• Supported incident tracking, RCA discussions, and learned the basics of change and problem management.
• Participated in cross-team calls to understand the communication flow during critical incidents.