Hello, I am Afroza Yesmin Akhi, a security-focused IT professional with 7+ years of experience leading service delivery, incident management, and cross-functional collaboration with SOC, DevOps, and compliance teams. I thrive in global environments and leverage tools like AWS, Splunk, Microsoft 365 Security, and ServiceNow to drive operational excellence and strong security postures.\n\nI excel at building proactive incident response playbooks, tuning SIEM and SOAR pipelines, and delivering real-time visibility through KPI dashboards. I have led regional incident response for major brands, reduced MTTR, and improved SLA adherence, while coordinating with executive stakeholders and global teams to sustain trust and business continuity.

Afroza Yesmin Akhi

Hello, I am Afroza Yesmin Akhi, a security-focused IT professional with 7+ years of experience leading service delivery, incident management, and cross-functional collaboration with SOC, DevOps, and compliance teams. I thrive in global environments and leverage tools like AWS, Splunk, Microsoft 365 Security, and ServiceNow to drive operational excellence and strong security postures.\n\nI excel at building proactive incident response playbooks, tuning SIEM and SOAR pipelines, and delivering real-time visibility through KPI dashboards. I have led regional incident response for major brands, reduced MTTR, and improved SLA adherence, while coordinating with executive stakeholders and global teams to sustain trust and business continuity.

Available to hire

Hello, I am Afroza Yesmin Akhi, a security-focused IT professional with 7+ years of experience leading service delivery, incident management, and cross-functional collaboration with SOC, DevOps, and compliance teams. I thrive in global environments and leverage tools like AWS, Splunk, Microsoft 365 Security, and ServiceNow to drive operational excellence and strong security postures.\n\nI excel at building proactive incident response playbooks, tuning SIEM and SOAR pipelines, and delivering real-time visibility through KPI dashboards. I have led regional incident response for major brands, reduced MTTR, and improved SLA adherence, while coordinating with executive stakeholders and global teams to sustain trust and business continuity.

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Experience Level

Expert
Expert
Expert
Expert
Intermediate
Intermediate

Language

Bengali
Fluent
English
Fluent
Hindi
Fluent
Dutch
Beginner

Work Experience

Operations Center Lead at Nike Inc. (Contracted with Cognizant)
April 1, 2025 - Present
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.
IT Service Delivery Manager at Kraft Heinz Company Ltd. (Contracted with Infosys)
March 1, 2025 - September 9, 2025
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.
Technical Lead at Microsoft Shanghai
June 1, 2021 - September 9, 2025
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.

Education

Bachelor of Engineering – Computer Science & Technology at Hangzhou Normal University, China
January 11, 2030 - September 9, 2025

Qualifications

MS900 – Microsoft 365 Fundamentals
January 11, 2030 - September 9, 2025
SC900 – Microsoft Certified: Security, Compliance, and Identity Fundamentals
January 11, 2030 - September 9, 2025
Instrumenting Applications for Splunk APM
January 11, 2030 - September 9, 2025
MB920 – Dynamics 365 Fundamentals
January 11, 2030 - September 9, 2025
Executive Briefing: AI & ChatGPT
January 11, 2030 - September 9, 2025
CISSP (in progress)
January 11, 2030 - September 9, 2025

Industry Experience

Software & Internet, Professional Services, Retail, Manufacturing