Madhan Mohan Reddy Gajulapalli
Senior Associate Engineer - Incident Manager
Kadapa,AP
Summary
Detail - Oriented IT Service Management professional with 3 years of experience in Incident Management, with strong cross-functional knowledge in Problem Management, Change Management, Asset Management, CMDB and ITIL-aligned service delivery. Proven ability to manage the end-to-end lifecycle of incidents and service requests, ensuring adherence to ITSM best practices, SLA compliance, and minimal business impact. Experienced in identifying root causes, implementing workarounds, and escalating critical incidents in high-pressure environments. Proficient in leveraging data visualization tools like Power BI for tracking KPI trends, SLA breaches, and generating actionable insights to drive continuous service improvement. Familiar with ITIL frameworks and skilled in using ITSM platforms such as ServiceNow to support governance and transparency in IT operations. Strong communication skills with the ability to collaborate across technical and non-technical teams to ensure service reliability and operational excellence.
Overview
3
3
years of professional experience
1
1
Certification
Work History
Senior Associate Engineer (Incident Manager/Analyst-ServiceNow)
ATOS Global IT Solutions and Services Private Limited
09.2022 - Current
- Managed the complete lifecycle of incidents in ServiceNow, from logging and prioritization to resolution and closure, ensuring minimal disruption to business operations.
- Took ownership of high-priority (P1/P2) incidents, coordinated with cross-functional teams, and ensured timely resolution in alignment with SLA and OLA requirements.
- Escalated critical incidents appropriately and ensured real-time communication with stakeholders and end-users to maintain transparency during major disruptions.
- Performed root cause analysis for recurring issues and contributed to post-incident reviews (PIR), working closely with problem management to drive permanent fixes.
- Maintained accurate and audit-ready documentation in ServiceNow, ensuring compliance with internal policies and ITIL best practices.
- Created performance reports and dashboards using Excel and Power BI to identify incident trends, resolution bottlenecks, and opportunities for process improvement.
- Actively participated in regular incident testing and validation activities to ensure system stability and proper functioning of the incident management workflows.
- Mentored junior engineers, fostering a supportive work environment that encouraged professional growth and development.
- Experience IT Asset Management, Managed all your hardware, software, and cloud IT assets from a single platform. Automated every stage of the IT asset lifecycle at scale while controlling costs and minimizing licensing and leasing risks.
- Experience in IT change management, Handled and Implemented the practices designed to ensure successful prioritizing, approval, scheduling, and execution of changes to IT systems.
Education
Bachelor of Science - Computer Science Engineering
KSRM College of Engineering
Kadapa, Andhra Pradesh,516003.06-2022
Skills
- ITSM - Incident Management, Major Incident Management
- ITSM - Configuration Management
- ITSM - Change Management
- IT Asset Management, Software Asset Management, Hardware Asset Management
- ITSM - Reports Dashboards, Knowledge Management
- ServiceNow - ITIL Frameworks G Process
- ITSM - Problem Management
- Power BI- Reports, Dashboards
- Client communication
- Process improvement
- Root-cause analysis
Tools
ServiceNow
Slack
Excel
Power BI
Certification
IT Asset Management
LANGUAGES
English
Upper intermediate (B2)
Telugu
Bilingual or Proficient (C2)
kannada
Intermediate (B1)
Timeline
Senior Associate Engineer (Incident Manager/Analyst-ServiceNow)
ATOS Global IT Solutions and Services Private Limited
09.2022 - Current
Bachelor of Science - Computer Science Engineering
KSRM College of Engineering
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