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Akshank Sharma

@akshanksharma

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Client Service Advocate at AccountabilIT GDC managing major incidents and developing Power BI service dashboards.

India

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At AccountabilIT GDC Pvt Ltd, I manage major incidents, coordinate cross-functional teams, and support timely service restoration and SLA compliance. I also serve as a point of contact for strategic clients and prepare Power BI dashboards and business review reports.

Previously, I managed incident response at I-Energizer, supporting merchants, banking partners, technical teams, and vendors through incident resolution. At HCL Technologies, I supported major incident and problem management, including incident trend analysis and root cause analysis.

Experience

Work history, roles, and key accomplishments

Current

Client Service Advocate

Current

AccountabilIT GDC Pvt Ltd

Feb 2026 - Present (8 months)

Managed end-to-end Major Incident Management (P1/P2/P3), leading incident bridges and coordinating cross-functional teams. Served as primary point of contact for 30+ strategic clients, handling escalations and service requests.

Incident Management Major Incident Management Root Cause Analysis ITIL SLA Management Power BI ServiceNow Jira Freshdesk Salesforce Technical Documentation Customer Relationship Management

Incident Manager

I-Energizer

Nov 2024 - Dec 2025 (1 year 1 month)

Managed the end-to-end incident lifecycle for Sev 1, Sev 2, and Sev 3 incidents, serving as primary liaison between merchants, banking partners, technical teams, and vendors. Led major incident bridges and coordinated cross-functional teams.

Incident Management Major Incident Management SLA Management AWS Cloudwatch Freshdesk DBeaver Hubble Stakeholder Communication Incident Documentation

Associate Technical Consultant

Adobe Systems

Jul 2024 - Sep 2024 (2 months)

Managed escalations raised by customers or Adobe employees on technical support cases (P1, P2, P3, and P4) for DX enterprise customers. Ensured compliance with procedures defined by Global Escalations Desk team.

Escalation Management Technical Support Marketo Salesforce Workfront Microsoft Dynamics 365 SharePoint Jira Confluence

Analyst

HCL Technologies

Jan 2022 - Jul 2024 (2 years 6 months)

Managed Major Incident Management activities by monitoring critical incidents, leading bridge calls, and coordinating cross-functional resolver teams. Supported Problem Management by creating problem records and performing incident trend analysis.