Akanksha Bed

About Akanksha Bed

lead critical IT incident response at Computacenter — managing 1,200+ incidents every…

Experience

1. Incident Analyst

   德意志银行

   May 2023 — Present · IN

   Serving as Incident Analyst within a global IT managed services environment, responsible for the end-to-end lifecycle of critical IT incidents across enterprise client accounts. KEY ACHIEVEMENTS: • Resolved 450+ incidents end-to-end with 98% SLA compliance through accurate triage, impact analysis, and assignment in ServiceNow.• Led P1 major incident war rooms with 10–25 cross-functional stakeholders (application, infrastructure, network, security, database teams), ensuring rapid service restoration.• Reduced average P1 resolution time by 27% by redesigning the escalation playbook and implementing structured initial-assessment checklists.• Authored 4 Problem Records through systematic root cause analysis, permanently eliminating 100+ recurring incidents and reducing overall ticket volume.• Delivered real-time major incident communications to C-level executives and senior stakeholders every 15 minutes during active outages — maintaining full transparency.• Reduced SME/expert engagement time by 35% by acting as primary escalation point and performing detailed initial diagnostics before escalating to specialist teams.• Managed SLA breach risk proactively through ServiceNow automated alerts and dynamic ticket re-prioritisation. Tools & Technologies: ServiceNow | Monitoring & Alerting Platforms | CMDB | Escalation Frameworks | ITIL 4