Pooja Ramakrishna

I am a Senior ITSM Analyst with over 14 years of experience in Incident Management, Problem Management, and IT Service Management. I specialize in root cause analysis, major incident coordination, and implementing ITIL processes to improve service stability and performance.

I have led end-to-end problem management lifecycles, maintained knowledge articles and problem records in ServiceNow, and facilitated post-incident reviews to prevent recurrence. I have driven continuous service improvement initiatives and performed trend analysis to identify systemic issues and improve SLAs and KPIs.

I collaborate closely with technical teams and stakeholders to deliver operational rigour and measurable service improvements, and I am committed to leveraging process-driven approaches to reduce incidents and enhance user experience.