Krishna Kumar. M
Bangalore
Summary
Dedicated and results driven with 15.3 years of experience in overseeing and improving service delivery processes to meet client expectations and business objectives in Information Technology Enabled Services industry. Extensive experience in acquiring and leading teams of highly talented individuals by building cross functional relationships while also being a coach and mentor to get the best out of the team. Responsible for driving Programs, handling Multiple projects, and leading Customer Engineering teams across geographies US, LATAM, Europe, MEA, APAJC & ANZ. Strong management skills of leading individuals to maximize productivity; proficient in exceeding customer expectations in delivery of services; Proficient in steering cross-functional teams and managing concurrent projects.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Sr. Technical Consultant
Manpower Group – Experis IT Consultancy
Bangalore
2021.12 - 2023.12
- Worked as Sr Technical Consultant for Cisco applications on configuring Smart Bonding projects based on customers/ partners requirements
- Smart Bonding is a cloud-based IT Service Management integration, which seamlessly connects enterprise ITSM ticketing tool with Service Customers/Providers to enable automated multiparty IT Service Management.
- Conducted client meetings to discuss project status and recommend new strategies as needed.
- Assisted with the migration of legacy applications from outdated platforms to more modern technologies.
- Utilized knowledge of applications, programming and systems functionality to assist employees with technical needs.
- Assessed software problems and used troubleshooting tools to swiftly resolve technical issues.
- Supported software implementation with client training and troubleshooting expertise.
Technical Lead / SMO Lead (Change Management / Support Transition)
COGNIZANT Technology Solutions
Bangalore
2020.06 - 2021.11
- Worked as SMO Lead for the project AbbVie Inc., (USA) and handling Major Incident, Demand Release Change Management process.
- Connected with clients to identify needs and provide helpful solutions.
- Provided technical guidance on development projects as well as implementation of new technologies.
- Analyzed customer requirements to determine appropriate technology solutions.
- Ensured compliance with established processes, procedures, policies, guidelines, and standards.
- Drafted progress reports and presentations for company executives and stakeholders.
- Remained up-to-date with industry and competitor trends and adjusted company procedures accordingly.
- Collaborated with support team to assist client stakeholders with emergent technical issues and develop effective solutions.
Technical Lead / Major Incident Manager (IT Service Management)
COGNIZANT Technology Solutions
Bangalore
2019.10 - 2020.05
- Worked as Major Incident Manager for the project Mylan Inc., (USA) and handling Major Incident & Problem Management.
- Connected with clients to identify needs and provide helpful solutions.
- Managed multiple tasks within tight deadlines while ensuring quality control throughout the process.
- Collaborated with other team members to troubleshoot complex issues and develop solutions.
- Performed root cause analysis for production incidents and identified permanent fixes.
- Ensured compliance with established processes, procedures, policies, guidelines, and standards.
- Drafted progress reports and presentations for company executives and stakeholders.
- Liaised between management and team members by conveying important information and communicating project expectations.
- Resolved customer issues by establishing workarounds and solutions to debug and create defect fixes.
- Provided technical support during the investigation into the root causes of major incidents.
- Developed communication plans for informing stakeholders about major incident status updates.
Technical Lead – Service Desk (Infra Services)
COGNIZANT Technology Solutions
Bangalore
2019.01 - 2019.09
- Worked as Technical Lead – Service Desk (Infra Services) for the project Mattel Inc., (El Segundo, CA) and handling a team of 17 SD analyst, handling Service desk issues and involvement with major incident management team.
- Connected with clients to identify needs and provide helpful solutions.
- Collaborated with other team members to troubleshoot complex issues and develop solutions.
- Evaluated staff progress and performed corrective actions to optimize team workflow.
- Facilitated communication between different teams to ensure successful completion of projects.
- Performed root cause analysis for production incidents and identified permanent fixes.
- Trained technical personnel according to company and industry standards.
- Drafted progress reports and presentations for company executives and stakeholders.
- Liaised between management and team members by conveying important information and communicating project expectations.
- Resolved customer issues by establishing workarounds and solutions to debug and create defect fixes.
- Reviewed project requirements to identify customer expectations and resources needed to meet goals.
- Identified opportunities for process improvements to decrease in support calls.
- Collaborated with support team to assist client stakeholders with emergent technical issues and develop effective solutions.
Assistant Manager –Technology
CONNEQT BUSINESS SOLUTIONS LTD (Formerly TATA Business Support Services Ltd)
Chennai
2014.10 - 2018.07
- Worked as Assistant Manager –Technology for various clients including TATA SKY, TATA DOCOMO, BFSI, TATA MOTORS, INDIAN BANK & PAN INDIA Support.
- Managed customer service inquiries and complaints in a timely manner.
- Supervised daily operations including scheduling shifts, assigning duties.
- Communicated regularly with customers to gain insights into their needs.
- Organized schedules, workflows and shift coverage to meet expected business demands.
- Delegated daily tasks to team members to optimize group productivity.
- Provided guidance and support to junior staff members on daily tasks, projects, and objectives.
- Mentored staff to enhance skills and achieve daily targets, using hands-on and motivational leadership.
- Coached team members and delivered constructive feedback to promote better productivity and build confidence.
- Led employee performance evaluations and rewarded top performers to retain quality personnel.
- Interviewed prospective employees and provided input to HR on hiring decisions.
- Directed and led employees, supervising activities to drive productivity and efficiency.
- Implemented training processes for newly hired employees and supervised department managers, shift leads and production personnel.
- Produced thorough, accurate and timely reports of project activities.
Sr. Tech Support
Benseron Information Technologies Limited
Chennai
2014.04 - 2014.09
- Worked as Sr. Tech Support for Benseron Information Technologies Limited in the United States.
Technical Consultant
Sutherland Global Technologies
Chennai
2010.12 - 2014.03
- Worked as Technical Consultant for clients including McAfee Inc, DELL (P) Limited, Verizon Data Services India (P) Limited, United States.
Training Support Admin – II (Learning & Development)
Hewlett – Packard GBS
Bangalore
2006.07 - 2008.11
- Worked as Training Support Admin – II (Learning & Development) for Hewlett – Packard GBS in the United States.
Process Analyst
First American Corporation Pvt. Ltd.
Bangalore
2005.09 - 2006.06
- Worked as Process Analyst for First American Corporation Pvt Ltd (United States).
Education
Master of Computer Applications - Computer Science
University of Madras
true2013-05
Skills
- Client OS: Windows 7.0 SP1 / Windows 8.0, 10.0 & 11.0
- Cloud Computing: AWS – Solutions Architect Associate / AWS-Cloud Practitioner / MS Azure – Architect Associate / Terraform
- Database / Reporting Tools: Oracle 11.0g / MySQL / SQL Server / Business Intelligence / Power BI
- Helpdesk Ticketing Tools: ServiceNow / HP Service Desk OpenView/ Salesforce / Atlassian JIRA / MuleSoft / OTRS (Open Ticketing Real Systems) / Asana
- Scripting Tools: HTML, JavaScript, XML, Postman
- Office Package: Office 2007/10/13/16 & O365, Atlassian Confluence, Smartsheet
- Helpdesk Support
- Project Management Proficiency
Certification
- Generative AI Overview for Project Managers
- ServiceNow – Certified System Administrator
- Professional Scrum Master - 1 - Certified
- Micro-Cert- Welcome to ServiceNow
- ITIL v3 Foundation (IT Service Management)
- AWS Certified - Solutions Architect Associate (SAA-C01) / AWS Certified – Cloud Practitioner
- Microsoft Certified-Azure AI Fundamentals / MS-Azure – Fundamentals & Data Fundamentals
- Certified YugabyteDB Fundamentals – Associate
- NASSCOM Future Skills - Microsoft – Certificate - Microsoft AI Classroom Series
- Workshops - NASSCOM Future Skills - Microsoft – Certificate - Microsoft AI Classroom Series & AWS DeepRacer
Credly Profile
https://www.credly.com/users/krishna-kumar-m.9289dcfd/badges
Linkedin Profile
https://www.linkedin.com/in/krishna-kumar-m-b9b8211b/
Affiliations
- Traveling
- Music
- Playing Chess
- Fun with Family
Accomplishments
- Awarded under Top 10% ranking with AWS DeepRacer Virtual Event (Country/Region)
- Awarded as Certificate of Appreciation from HP.
- Awarded as "IN THE SPOTLIGHT" from HP.
Languages
Tamil
First Language
English
Proficient (C2)
C2
References
References available upon request.
Timeline
Sr. Technical Consultant
Manpower Group – Experis IT Consultancy
2021.12 - 2023.12
Technical Lead / SMO Lead (Change Management / Support Transition)
COGNIZANT Technology Solutions
2020.06 - 2021.11
Technical Lead / Major Incident Manager (IT Service Management)
COGNIZANT Technology Solutions
2019.10 - 2020.05
Technical Lead – Service Desk (Infra Services)
COGNIZANT Technology Solutions
2019.01 - 2019.09
Assistant Manager –Technology
CONNEQT BUSINESS SOLUTIONS LTD (Formerly TATA Business Support Services Ltd)
2014.10 - 2018.07
Sr. Tech Support
Benseron Information Technologies Limited
2014.04 - 2014.09
Technical Consultant
Sutherland Global Technologies
2010.12 - 2014.03
Training Support Admin – II (Learning & Development)
Hewlett – Packard GBS
2006.07 - 2008.11
Process Analyst
First American Corporation Pvt. Ltd.
2005.09 - 2006.06
Master of Computer Applications - Computer Science
University of Madras
- Generative AI Overview for Project Managers
- ServiceNow – Certified System Administrator
- Professional Scrum Master - 1 - Certified
- Micro-Cert- Welcome to ServiceNow
- ITIL v3 Foundation (IT Service Management)
- AWS Certified - Solutions Architect Associate (SAA-C01) / AWS Certified – Cloud Practitioner
- Microsoft Certified-Azure AI Fundamentals / MS-Azure – Fundamentals & Data Fundamentals
- Certified YugabyteDB Fundamentals – Associate
- NASSCOM Future Skills - Microsoft – Certificate - Microsoft AI Classroom Series
- Workshops - NASSCOM Future Skills - Microsoft – Certificate - Microsoft AI Classroom Series & AWS DeepRacer
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