Akansha Bed
Incident Manager.
Pune
Summary
Dedicated and calm-under-pressure Incident Manager with 2.3 years of hands-on experience coordinating and resolving critical IT incidents in fast-paced environments. Proven ability to lead technical bridges, ensure SLA compliance, and drive continuous improvement initiatives following ITIL best practices. Successfully reduced average resolution time and improved stakeholder satisfaction through structured communication and effective escalation management.
Overview
3
3
years of professional experience
3
3
Certifications
3
3
Languages
Work History
Associate Technical Analyst (Incident manager)
Deutsche Bank (via Computacenter)
12.2024 - Current
- Coordinated end-to-end resolution of 450+ incidents, resolved issues within defined SLA to meet individual and teams ITSM target.
- Led technical and management conference bridges for high-severity incidents, engaging 10–25 cross-functional team members.
- Reduced average resolution time for Priority 1 incidents by ~27% through improved escalation paths and better initial triage practices.
- Created and maintained accurate incident status to stakeholders and C-level executives.
- Identifying recurring issues and contributed 4 problems records that prevented 100+ repeat incidents.
Associate Technical Analyst (Jr. Incident manager)
05.2023 - 07.2024
- Managed and prioritized 1,200+ incidents per month in ServiceNow, ensuring correct categorization, impact/urgency assessment, and timely assignment Developed and maintained CI/CD pipelines in Azure DevOps.
- Acted as first point of escalation for complex incidents, reducing average time to engage specialized teams by 35%
- Assisted in monthly incident reporting and trend analysis, highlighting top recurring issues for proactive action
- Supported transition to ITIL-aligned incident management processes during team process improvement project.
Education
Bachelor of Engineering - E&TC
Institute of Information Technology Engineering (AISSMS)
Pune01.2021
Diploma - Electronics and Telecommunication
AISSMS Polytechnic College
Pune01.2017
SSC - undefined
Pune01.2013
Skills
- Crisis management coordination
- ServiceNow
- ITIL framework
- ITSM Tools
Certification
Selenium python course.
Timeline
Associate Technical Analyst (Incident manager)
Deutsche Bank (via Computacenter)
12.2024 - Current
Associate Technical Analyst (Jr. Incident manager)
05.2023 - 07.2024
Diploma - Electronics and Telecommunication
AISSMS Polytechnic College
SSC - undefined
Bachelor of Engineering - E&TC
Institute of Information Technology Engineering (AISSMS)