Afroza Yesmin Akhi

Led response to high-priority EMEA incidents, reducing MTTR by 25% through proactive playbooks and workflow automation. Partnered with SOC and DevOps to fine-tune SIEM alerts and SOAR workflows, increasing detection accuracy and lowering false positives. Built KPI dashboards using Splunk and ServiceNow, enabling real-time visibility into incident metrics and SLA adherence. Briefed executive stakeholders during live disruptions and coordinated regional escalations to maintain customer trust. Led service delivery improvements in coordination with global teams, resulting in a 15% improvement in SLA compliance.

Oversaw SLA-aligned service delivery and incident management across EMEA IT infrastructure. Used Splunk and AWS CloudWatch to proactively detect anomalies, reducing incident volume by 20%. Automated incident response workflows and enhanced ServiceNow dashboards for better CMDB accuracy. Facilitated RCA sessions and implemented continuous improvement plans across internal teams and third-party vendors.

Led a support team for Microsoft 365/O365 security tools, including DLP, eDiscovery, Exchange Online Protection, and Azure Info Protection. Managed escalation of critical security incidents and supported Premier/CritSit engagements globally. Conducted internal training on compliance architecture and security monitoring for enterprise clients. Created Power BI reports to track security operations metrics and client adoption of protection policies. Acted as regional lead for privacy-related case resolution involving GDPR-aligned controls.