Aakash Dhakal

I’m an operationally focused MSc Information Systems graduate currently working as a Supervisor – Google Account Operations, where I serve as the primary escalation point for operational incidents across a 20+ person team. I triage incoming issues by severity and imminence, and I coordinate rapid responses with internal and external partners to resolve incidents within defined SLA thresholds.

I apply structured risk assessment and root cause analysis to identify high-priority incidents requiring immediate action. In ambiguous, time-sensitive situations, I exercise independent judgement to determine the correct escalation pathway—while maintaining accuracy, protocol adherence, and documentation standards under pressure and tight deadlines.

I also prioritize continuity and audit readiness by maintaining detailed incident logs, compliance checklists, and shift handover documentation. I’ve built strong stakeholder communication habits through direct coordination with managers, contract leadership, and external stakeholders—adapting my messaging for both frontline teams and senior client representatives.

Earlier, as a Business Development Executive Intern at DotPitch Technologies, I supported multilingual client communications and maintained structured documentation for accountability and traceability. Through academic projects and my technical interests (Python, SQL, data analysis, and AI tools awareness), I’m eager to bring operational depth, sound judgement, and a genuine commitment to user safety to Meta’s Incident Response Team.