Abhishek Walia

I've delivered IT infrastructure change and service initiatives for British Telecom across a USD 25 million, 300+ site enterprise programme, coordinating requirements, implementation, testing, risk management, and operational handover across 40+ client environments.

I lead cross-functional engineering, vendor, carrier, and business teams through structured Waterfall and Agile delivery. My approach covers scope clarification, technical design review, change approval, risk and rollback planning, UAT, monitoring, and formal closure.

As Major Incident Manager at BT, I coordinated critical incident resolution across eight international banking and financial-services client environments. I reduced priority-incident resolution time by 21% and improved client satisfaction by 15 points through root-cause analysis, corrective actions, and transparent stakeholder reporting.

More recently, I've managed government and consumer client accounts at Eton Institute, translating requirements into service delivery and generating up to AED 350,000 in monthly sales. I bring ITIL-based service management, network operations experience, and Azure machine-learning solution knowledge to multicultural, distributed teams.