BONKURI KUMAR

• Managed the end-to-end lifecycle of Major IT Incidents, coordinating incident resolution teams and ensuring services were restored within SLA parameters. • Led post-incident reviews and conducted root cause analysis (RCA) to ensure effective problem resolution and service recovery. • Developed and maintained comprehensive incident management documentation for audit readiness. • Reported incident metrics and service trends to senior management, enhancing decision-making and service improvements.

• Managed and enhanced ServiceNow ITSM workflows for Incident Management and Problem Management. • Identified automation opportunities within workflows, implementing process enhancements to reduce manual effort and improve efficiency. • Ensured compliance with audit trails and provided support for internal and external audits