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Mukkara Mounika

@mukkaramounika

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L2 IT Operations Analyst focused on incident management, automation, and operational reliability.

India

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What I'm looking for

I seek L2 IT Support or IT Operations roles (Hyderabad or remote) where I can apply incident management, automation, and process improvements to reduce downtime and improve SLA adherence.

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.

Experience

Work history, roles, and key accomplishments

L2 IT Support Analyst

Tata Consultancy Services

Oct 2021 - Nov 2024 (3 years 1 month)

Managed high-volume L2 incidents (150+ daily) with strict SLA compliance, automated monitoring to reduce downtime by 15%, and optimized escalation workflows to cut higher-level escalations by 20%.