Poojitha Mithra Singamsetty

Results-driven IT Service Management (ITSM) Specialist & Incident Manager with over 6 years of experience in the Information Technology and Services industry. Proven expertise in Project Management, Service Delivery, ITIL-based IT Operations, and Client Relationship Management. Skilled in Major Incident Management (MIM), Root Cause Analysis (RCA), and escalation handling, ensuring minimal downtime and service stability. Adept at coordinating with internal and external stakeholders, optimizing escalation workflows, and aligning IT service delivery with business objectives. Strong track record in managing critical outages, improving incident response strategies, and enhancing customer satisfaction through proactive issue resolution. Committed to driving efficiency, seamless service transitions, and operational excellence in high-pressure environments.

• ITIL Foundation
• AWS Cloud Practitioner

• Exploring cloud computing and AI-driven ITSM solutions.
• Passionate about streamlining IT operations.
• Pursuing ITIL, PMP, and cloud certifications.
• Coaching and guiding IT professionals for career growth.

• Led Major Incident Management (MIM), ensuring fast resolution and minimal downtime.
• Optimized incident response strategies, reducing resolution time by 40%.
• Managed critical outages for 1,000+ users, restoring services within 2 hours.
• Conducted Root Cause Analysis (RCA) to prevent recurring issues and improve system stability.
• Troubleshot and configured network systems, VOIP devices, and user access tools.
• Resolved 50-100 tickets daily via ServiceNow, improving efficiency and first-call resolution.
• Handled user access management, including Active Directory, VPN, SSO, and MFA administration.
• Developed escalation workflows, improving stakeholder communication and response efficiency.
• Trained and mentored analysts, creating runbooks and leading post-incident reviews (PIRs).
• Managed IT asset retrieval and onboarding/offboarding, ensuring compliance and data security.