Open To Work
Suvarna Karri
Technology Analyst | Itsm Specialist (change, Incident & Knowledge Management)
Pune
Summary
ITIL v4 Certified IT Service Management (ITSM) professional with 6+ years of experience in Incident, Major Incident, Change, and Knowledge Management within ITSM governance frameworks. Proven expertise in Service Operations, SLA management, Root Cause Analysis (RCA), CAB coordination, and Continuous Service Improvement (CSI). Skilled in leveraging ServiceNow, Jira, Power BI, and Excel to optimize service delivery, enhance reporting accuracy, and improve incident resolution. Demonstrated success in reducing downtime, improving change success rates, and driving ITIL-aligned process excellence across cross-functional teams.
Overview
3
3
Certifications
2
2
Languages
Work History
IT Change Coordinator
- Led end-to-end Change Management lifecycle with 100% policy compliance. Standardized documentation, reducing change failures by 25%. Chaired Change Advisory Board (CAB) and Emergency CAB (ECAB) meetings, presenting RFCs and facilitating approvals. Managed CAB membership and communicated decisions to stakeholders. Conducted Post-Implementation Reviews (PIR) and linked failed changes to incident trends. Collaborated with Incident and Problem Management teams to prevent repeat outages. Performed risk and impact assessments for change requests and ensured proper approvals. Ensured compliance with organizational standards, regulatory requirements, and cybersecurity considerations.
IT Incident Manager
- Managed 1000+ P1/P2 incidents monthly using ServiceNow, ensuring SLA compliance. Led Major Incident Management bridge calls and coordinated cross-functional teams. Monitored MTTR, incident trends, and KPIs to improve service performance. Acted as primary escalation point for critical incidents and ensured timely resolution. Collaborated with vendors and internal teams to restore services efficiently. Ensured adherence to ITIL Incident Management lifecycle.
IT Change Analyst & Knowledge Manager
- Ensured 100% audit compliance with ITIL-aligned change documentation standards. Performed Root Cause Analysis (RCA) for critical incidents and proactively documented known errors and workarounds in the Knowledge Base. Improved Knowledge Base adoption by 25% through standardized templates and governance frameworks. Enabled faster incident resolution by empowering L1/L2 teams with structured and reusable knowledge articles. Strengthened Knowledge Management practices aligned with ITSM, IT Operations, and service delivery frameworks. Supported Problem Management by linking recurring incidents to knowledge improvements and known error databases (KEDB).
Education
Bachelor’s Degree -
Gayathri Vidya Parishad
Visakhapatnam01-2019
Skills
Incident Management & Major Incident Management
Change Management & Change Advisory Board (CAB/ECAB) Coordination
Knowledge Management & Knowledge Base (KEDB) Optimization
Problem Management Collaboration
Root Cause Analysis (RCA) & Incident Resolution
SLA & KPI Management / Service Level Management (SLM)
IT Service Delivery & Service Operations
Incident Trend Analysis, Reporting & Dashboarding
Risk Assessment, Compliance & IT Governance
IT Service Management (ITSM) Lifecycle
Continuous Service Improvement (CSI)
Certification
ServiceNow Certified System Administrator (CSA)
Work Preference
Job Search Status
Open to workWork Type
Full TimeLocation Preference
HybridSalary Range
₹85000/yr - ₹200000/yrTimeline
IT Change Coordinator
IT Incident Manager
IT Change Analyst & Knowledge Manager
Bachelor’s Degree -
Gayathri Vidya Parishad