Anish Saxena Datta
🚀 IT Service Management | Major Incident Manager | ITSM & Operations Excellence | P1/P2 Incident Resolution | SLA & Escalation Management | Problem & Root Cause Analysis | Driving 24x7 Service Reliability
- Role
- IT Service Management Analyst at Accenture
- Location
- Bengaluru, KA, IN
- LinkedIn followers
- 500 followers
About Anish Saxena Datta
Senior Media Associate at ABHAY INDIA
Experience
IT Service Management Analyst
Jan 2024 — Present · Bangalore Urban, IN
IT Service Management Analyst | Incident Manager | Major Incident & Problem ManagementIT Service Management (ITSM) professional with expertise in Major Incident Management (MIM), IT Operations, and Service Delivery. Proven ability to lead high-impact incident resolution, enforce SLA governance, and ensure business continuity in fast-paced environments. Adept at using ITSM tools to streamline workflows, enhance service stability, and accelerate issue resolution.Key Expertise Major Incident Management (MIM) & ITSM – End-to-end ownership of P1/P2 incidents, ensuring rapid escalation and resolution. Incident Lifecycle & SLA Governance – Monitoring and assessing business impact to minimise disruptions and maintain OLA compliance. Escalation & Bridge Call Leadership – Chairing war rooms, coordinating teams, and ensuring real-time stakeholder communication. Problem Management & RCA – Conducting Post-Incident Reviews (PIR), Root Cause Analysis (RCA), and corrective actions. Service Optimisation & ITIL Best Practices – Driving continuous service improvement (CSI) and operational efficiency. ITSM Tools: DFM, CASE BUDDY, GetHelp, RMEX, ICm Tool, Iridias, Services Hub – Enhancing incident tracking, automation, and reporting.Professional Achievements Led major incident resolution, reducing resolution time by 20% while maintaining strict SLA adherence. Managed critical escalations, coordinating with global teams, vendors, and service owners to expedite issue resolution. Optimised ITSM tools, leveraging DFM, CASE BUDDY, and Iridias to improve incident tracking and service stability. Chaired war rooms & bridge calls, enhancing troubleshooting efficiency and reducing MTTR by 25%.With expertise in Incident Management, ITSM, IT Operations, and SLA Governance, I thrive in high-pressure environments where precision, agility, and problem-solving drive exceptional service outcomes.
Education
University of Rajasthan
Bachelors in Hotel Management & Catering Technology
2004 — 2008
University of Wolverhampton
MA in Management
2009 — 2011
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