Deepesh Sharma

ITSM Analyst and Major Incident Manager experienced in running P1/P2 service disruption bridges and rapid restoration for enterprise IT. Skilled in ServiceNow MIM, ITIL v4 governance, eCAB authorizations, and end-to-end Incident-Problem-Change workflows. Proven ability to lead war rooms, reduce MTTR, and communicate effectively with executive leadership.

ITSM Analyst (Major Incident & Problem Management) at Atos Syntel (2024-08 – Present)

• Serve as Incident Commander for P1/P2 application/infrastructure outages, leading bridge calls across cross-functional resolver groups.
• Drive technical triage and workarounds to minimize business impact and ensure SLA compliance.
• Author Major Incident Reports (MIR) and real-time executive status updates for stakeholders during outages.
• Facilitate PIRs with SMEs to identify root causes and transition corrective actions to Problem Management.
• Manage KEDB, operational runbooks, and playbooks, ensuring 50+ validated technical solutions are current.
• Track MTTR, ticket aging, and SLA metrics to support Continuous Service Improvement (CSI) plans.
• Authorize emergency Change Advisory Board (eCAB) requests for production patches.

ITSM Analyst (Intern) at Atos Syntel (2023-07 – 2024-08)

• Coordinated initial response and escalation workflows for P1/P2 tickets using ServiceNow MIM.
• Assisted managers in logging war room timeline events, action items, and SME attendance.
• Consolidated incident and SLA performance data into monthly operational leadership reports.
• Conducted training for 50+ engineers on escalation protocols and bridge call etiquette.
• Supported audits of incident documentation and tracked RCA action items to closure.

Master of Computer Applications in Computer Applications – VIT Bhopal (2026)

Bachelor of Computer Applications in Computer Applications – New Horizon College, Bangalore (2024)