Julianah Olan

I am an IT Service Management professional focused on improving support operations, coordinating global service workflows, and driving process efficiency. I combine structured thinking with strong ownership to deliver reliable, high-quality service.

At Kyndryl I streamlined incident and change processes, reducing recurring issues by 15% and increasing process reliability for internal customers. I coordinated delivery across global teams, led a major Windows server upgrade (100+ servers), and launched improved change templates and vulnerability management workflows.

I use KPI and trend analysis to identify bottlenecks and drive corrective actions after major incidents, improving stability and SLA adherence. I also create clear documentation and onboarding materials to reduce delays and improve tool usability.

I hold ITIL 4 Foundation and Incident Management practitioner certifications and Microsoft Azure Fundamentals certification. I communicate effectively across stakeholders and engineering teams to ensure timely, consistent, and customer-centered support outcomes.