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@mukkaramounika
L2 IT Operations Analyst focused on incident management, automation, and operational reliability.
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.
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Work history, roles, and key accomplishments
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%.
Degrees, certifications, and relevant coursework
Master of Business Administration, Business Analytics
Completed a Master of Business Administration with a focus on Business Analytics, graduating in January 2025.
Bachelor of Science, Statistics, Mathematics, and Computer Science
Completed a Bachelor of Science with coursework in Statistics, Mathematics, and Computer Science, graduating in 2021.
Software and tools used professionally
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