Akhileshwar Reddy Aeravapula

IT Service Management

• Managed day-to-day IT operations and production service management activities, ensuring availability and stability of business-critical services.
• Monitored production systems, infrastructure components, events, and alerts to identify potential service-impacting issues.
• Supported incident management activities including incident identification, prioritization, assignment, follow-up, and resolution.
• Analyzed recurring operational issues and contributed to problem management and root cause analysis activities.
• Facilitated communication with stakeholders during major or high-priority incidents to ensure timely updates and resolutions.
• Led knowledge sharing and team discussions to enhance operational support practices and drive continuous improvement.

Managed IT service processes efficiently. / ServiceNow ITOM Professional

• Managed and supported IT production services using ServiceNow ITOM and IT service management processes.
• Monitored infrastructure and application environments for events, alerts, availability, and performance issues.
• Investigated alerts and operational events to identify potential incidents and minimize business impact.
• Created, updated, categorized, prioritized, and tracked incidents to ensure efficient resolution through the service management lifecycle.
• Coordinated cross-functional teams including infrastructure, application, network, and database to achieve timely incident resolution.
• Assisted in identifying recurring incidents, contributing to Problem Management and Root Cause Analysis (RCA) to enhance service reliability.
• Supported service availability and performance management activities to maintain stable production operations.

Provided production support for IT infrastructure and business services, ensuring systems remained available and operational.

• Monitored service availability and performance, contributing to minimized production downtime.
• Monitored infrastructure and application services using enterprise monitoring and service management tools.
• Managed IT operations across various platforms. / Analyzed service management processes for efficiency.
• Maintained incident records and communicated updates to stakeholders throughout the resolution process.
• Followed IT service management processes and operational procedures for incident, change, and service request activities.
• Escalated critical or recurring issues based on operational impact and defined support procedures.
• Supported knowledge documentation and maintained accurate operational information for recurring issues.
• Collaborated with technical teams to expedite restoration of affected services.