Siddula Priyanka

I’m a major incident manager with around 4 years of expertise in IT service management, focused on ITIL modules including Incident Management, Major Incident Manager, and Problem Management. I’ve worked hands-on in managing incident resolution bridges, coordinating teams for swift issue resolution, and monitoring incidents to ensure SLA compliance and satisfactory closure.

I’m experienced in ServiceNow (including report generations and creating dashboards to monitor ticket flow), and I also have hands-on exposure to BMC Helix and Smart IT. I take complete ownership during critical/high-priority disruptions—driving service restoration, producing post-incident reports with direct cause, root cause, and timelines, supporting RCA processes, and maintaining a known error database (KEDB) to prevent recurring incidents. I also facilitate process training for new team members, prepare executive documentation and weekly/monthly/quarterly reports, and contribute to process improvement and automation opportunities.