Naga Sai Krishna Somana
-,-
Lead Technical Support Engineer | Incident & Change Manager | ITIL Certified
Professional Summary:
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.
Certifications:
ITIL V4 Foundation Certification: ID# GR-NS
Technical Skills:
ITSM & Process Management : Incident Management, Problem Management, Change Management,
SLA Compliance, Escalation Handling, RCA Reporting, CAB Meetings, ITIL
Framework
Tools & Platforms
: ServiceNow, BMC Remedy, JIRA, Confluence, AWS CloudWatch,
Grafana, Kibana,Prometheus, PagerDuty
Technical Skills
: Core Java, JavaScript, SQL, XML, MongoDB, Oracle, Unix/Linux,
Windows, HTML5
Monitoring & Diagnostics
: Log Analysis, Microservices Support, API/Web Services Debugging,
cloud & On-Prem Systems
: Stakeholder Communication, Customer Support, Team Mentoring,
Knowledge Sharing, SOP/Runbook Creation
Soft Skills
Education:
Graduation:
B.Tech (Computer Science) from Priyadarshini Group of Colleges - 2015.
Professional Experience:
Achala IT Solutions
Clients
: BMW, Sulzer GmbH, Procon IT
Role
: IT Ops Analyst
Project
: Application Management Services (IAP)
Sep’2015 – Feb’2022
Environment : BMC Remedy, Confluence, Putty, WinScp, Windows & Unix Servers, Graphana, IT Ops
monitoring tools.
Role & Responsibilities:
Delivered Level 1 & Level 2 support for 10+ enterprise applications and associated microservices
under the AMS (Application Management Services) project.
Handled a high volume of incident tickets raised by BMW partners and dealers, ensuring timely
resolution within defined SLAs.
Performed installations, configurations, and environment setup of BMW applications across dealer
platforms.
Participated in weekly customer and management meetings.
Conducted log analysis and technical diagnostics using IT Ops tools to identify, triage, and resolve
application and infrastructure issues.
Analysed and generated Root Cause Analyses (RCAs) for major outages, providing clear outage
reasons, resolutions, and corrective actions.
Provided 24/7 on-call support as part of the offshore support team, ensuring high availability for
critical systems.
Responsible for overall delivery of Process, SDM, Management, MACD, and Project Coordination
tasks.
Maintained detailed and understandable Standard Operating Procedures (SOPs) for all IAP
applications to streamline operations and on boarding.
Adhered to ITIL best practices with hands-on experience in Incident, Problem, and Change
Management processes.
Guided team members on technical and functional queries, promoting knowledge sharing and
reducing escalations.
Identified script-related issues via Eclipse and coordinated with Level 3 teams by raising appropriate
support tickets.
2. Synamedia pvt ltd
Feb’2022 – Till Date
Clients
: Astro, Sky, MTN
Role
Project
: Lead technical customer support| Incident & Change Manager
: IRIS, Sky IRIS, Clarissa
Environment
: Service Now, DevOps, AWS, Confluence, Jira, ITIL Processes , Putty, Pager Duty, Unix
Servers, Grafana, IT Ops monitoring tools, Kibana, light steps, Druid DB
Role & Responsibilities:
Provided L2/L3 support for 5+ enterprise SaaS applications and associated micro services in a multitenant environment.
Conducted daily SRE-based monitoring to ensure application health and system reliability.
Conducted CAB meetings, post-implementation reviews, follow-ups, governance activities, and
ensured closure of Change Requests (CRs).
Ensured no unauthorized changes were implemented that could potentially impact production.
Ensured changes were executed within approved time intervals.
Demonstrated excellent problem-solving and analytical skills.
Investigated issues using APIs/Web Services and performed log analysis using AWS Cloud Watch and
Kibana.
Managed campaign configuration and performance tracking through impression reports.
Acted as the first point of contact for offshore support and coordinated closely with onshore teams.
Handled incidents raised by customers/dealers and ensured timely resolution within SLA.
Resolved technical issues on Windows and Unix platforms; escalated complex issues with detailed
documentation.
Delivered 24/7 on-call support; participated in weekly client calls to provide updates and suggest
process improvements.
Participated in deployments, change requests, and configuration tasks as per ITIL standards.
Created and maintained SOPs, technical documentation, and knowledge base articles for internal
use.
Guided and mentored new team members; conducted knowledge transfer sessions.
Focused on continuous process improvements and contributed to quality and compliance
adherence.
Maintained high CSAT scores and ensured seamless customer interactions and issue handling.
Created technical documentation, SOPs, and runbooks to support operational continuity and team
on boarding.
Conducted internal knowledge-sharing sessions and mentored new team members on tools and
processes.
Followed ITIL framework for incident, problem, and change management to ensure compliance and
audit readiness.
Accomplishments:
Resolved 95% of incidents within SLA, reducing downtime by 20%.
Led change management process ensuring 100% audit compliance.
Improved CSA scores from 90% to 96% through faster incident resolution.
Personal Info:
Father’s Name
Gender
Date of Birth
Languages Known
: S. Sudhakar
: Male
: 09th Aug 1994
:English,Hindi,
Telugu.
Declaration
I hereby declare that all the above information furnished by me is genuine & true to the best of my
knowledge.
