Kairamkonda Rakesh

Associate Business Analyst @Infosys

IN

At Infosys, I play a key role in IT Service Management, specializing in Major Incident, Critical Incident, Problem, and Change Management. I manage high-severity P1 and P2 incidents, leading global bridges and coordinating with cross-functional teams to ensure rapid resolution and minimal business impact. Acting as the central point of communication during outages, I provide timely and structured updates to stakeholders and executives, maintaining confidence during high-pressure situations.My responsibilities extend across the ITIL framework, where I drive proactive incident response, conduct thorough Root Cause Analysis (RCA) to prevent recurring issues, and implement best practices that improve SLA adherence and overall service stability. I also play a crucial role in Change Management, supporting Change Advisory Board (CAB) reviews, assessing risks, and ensuring smooth implementation of major changes without disruption to business-critical services.On the technical side, I collaborate with monitoring and operations teams, leveraging tools such as AWS CloudWatch, Dynatrace, AppDynamics, and SNMP-based platforms to identify and address potential issues before they escalate. I also design and maintain ServiceNow ITSM dashboards, enabling real-time visibility into incidents, problems, and change performance for leadership teams.Through this role, I bring strong skills in crisis management, stakeholder communication, ITIL governance, and continuous improvement initiatives—helping to strengthen IT service reliability, reduce downtime, and align IT operations with business objectives.

CMR Technical Campus (Autonomous Engineering College)

Master of Business Administration - MBA, Finance, General

RK Degree & PG College

Bachelor of Computer Science, Computer Science

Sandeepani Junior College

Intermediate, Mpc