Mukkara Mounika

I am an L2 IT Operations Support Analyst with 3+ years delivering high-volume incident management, system monitoring, and process improvements in enterprise environments.

I specialize in ServiceNow-driven incident workflows, batch job monitoring (Opcon), and Windows/network monitoring using SCOM and SolarWinds to maintain near 100% uptime during peak operations.

I automated monitoring and alerts to reduce downtime by 15%, optimized escalation workflows to cut higher-level escalations by 20%, and managed 150+ daily incidents while maintaining SLA compliance and strong first-contact resolution rates.

I build documentation and knowledge-base assets, use SQL and Power BI for reporting, and am strengthening skills in cybersecurity (CompTIA Security+) and generative AI to drive continued operational efficiencies.