Pooja Ramakrishna
@poojaramakrishna
Senior ITSM analyst driving reliability through ITIL-led problem resolution.
What I'm looking for
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.
Experience
Work history, roles, and key accomplishments
Senior ITSM Analyst
Lowe's Services India Pvt. Ltd.
Sep 2017 - Feb 2026 (8 years 5 months)
Managed end-to-end Problem Management lifecycle, conducted root cause analysis for recurring incidents, and drove continuous service improvement initiatives that improved service stability and performance.
Service Desk Associate
Dimension Data
Jul 2016 - Aug 2017 (1 year 1 month)
Provided Level 1 IT support, logged and tracked incidents using ITSM tools, and ensured SLA adherence while diagnosing hardware, software, and connectivity issues.
Provided technical and customer support via phone and email, logged incidents, troubleshot user issues, and ensured timely escalation to resolve customer problems.
Customer Support Executive
Unisys
May 2012 - Mar 2014 (1 year 10 months)
Delivered frontline IT support resolving user incidents and service requests, assisted with password resets and application support, and maintained ticket tracking.
Education
Degrees, certifications, and relevant coursework
MS Engineering College
Bachelor's Degree, Engineering
Completed a Bachelor's degree at MS Engineering College, graduating in 2012.
Tech stack
Software and tools used professionally
Availability
Location
Authorized to work in
Job categories
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