Anshu Priya

About Anshu Priya

Major Incident Management (MIM) professional with experience as a Command Centre Analyst and Incident Commander. Currently working at HCLTech, previously with LTIMindtree, supporting 24x7 enterprise IT operations.Skilled in P1/P2 incident command, real-time monitoring, escalation, war room leadership, and stakeholder communication, ensuring rapid resolution and minimal business impact. Strong knowledge of ITIL processes with hands-on experience in ServiceNow & BMC Remedy

Experience

1. Senior Analyst

   HCLTech

   Jan 2025 — Present · Nagpur, IN

   Results-driven Major Incident Management (MIM) Incident Commander with proven experience leading critical, high-severity IT incidents to rapid resolution while ensuring business continuity and minimal customer impact.Key Responsibilities & Impact:Served as the Incident Commander for P1 / P2 major incidents, owning incident lifecycle from detection to full service restoration.Led real-time war rooms / bridge calls, directing cross-functional teams across Infrastructure, Applications, DevOps, Operations, and Vendors.Acted as the single point of command and communication, ensuring clear decision-making, accountability, and controlled incident flow.Assessed incident impact, severity, and priority, enforcing escalation protocols aligned with ITIL and organizational SLAs.Delivered executive-level communications, including timely status updates, impact analysis, and recovery timelines.Ensured all major incidents were resolved within SLA targets, proactively managing risks and blockers.Drove Post-Incident Reviews (PIRs) and Root Cause Analysis (RCA), translating findings into corrective and preventive actions.Developed and maintained Major Incident playbooks, runbooks, and response strategies to standardize and accelerate incident handling.Reduced Mean Time to Resolution (MTTR) by 85% through improved escalation workflows and stronger team collaboration.Achieved a 95% reduction in repeat incidents by strengthening incident governance and preventive controls.Maintained detailed major incident metrics, reports, and dashboards for leadership and continuous service improvement.Hands-on experience with ServiceNow, BMC Remedy for ITSM, alerting, and incident orchestration