Naga Sai Krishna

IT Operations Analyst and Incident/Change Manager with 9+ years of experience delivering L1/L2/L3

support, incident response, and change management for enterprise SaaS applications and microservices.

Skilled in root cause analysis (RCA), SLA compliance, escalation handling, and stakeholder communication.

Proficient in ITSM tools including Service Now, BMC Remedy, and JIRA**,** and monitoring tools like AWS

Cloud Watch, Grafana, Kibana, and Prometheus. Recognized for reducing incident resolution times,

ensuring 100% change compliance, and driving high CSAT scores**.** ITIL V4 Certified with expertise in both

technical troubleshooting and team leadership.