Summary
Overview
Work History
Education
Skills
Certification
Credly Profile
Linkedin Profile
Affiliations
Accomplishments
Languages
References
Timeline
Generic

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
12.2021 - 12.2023
  • 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  • Assisted with the migration of legacy applications from outdated platforms to more modern technologies.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
06.2020 - 11.2021
  • 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
10.2019 - 05.2020
  • 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
01.2019 - 09.2019
  • 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
10.2014 - 07.2018
  • 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
04.2014 - 09.2014
  • Worked as Sr. Tech Support for Benseron Information Technologies Limited in the United States.

Technical Consultant

Sutherland Global Technologies
Chennai
12.2010 - 03.2014
  • 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
07.2006 - 11.2008
  • Worked as Training Support Admin – II (Learning & Development) for Hewlett – Packard GBS in the United States.

Process Analyst

First American Corporation Pvt. Ltd.
Bangalore
09.2005 - 06.2006
  • Worked as Process Analyst for First American Corporation Pvt Ltd (United States).

Education

Master of Computer Applications - Computer Science

University of Madras
true
05-2013

Skills

  • Client OS: Windows 70 SP1 / Windows 80, 100 & 110
  • Cloud Computing: AWS – Solutions Architect Associate / AWS-Cloud Practitioner / MS Azure – Architect Associate / Terraform
  • Database / Reporting Tools: Oracle 110g / 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
12.2021 - 12.2023

Technical Lead / SMO Lead (Change Management / Support Transition)

COGNIZANT Technology Solutions
06.2020 - 11.2021

Technical Lead / Major Incident Manager (IT Service Management)

COGNIZANT Technology Solutions
10.2019 - 05.2020

Technical Lead – Service Desk (Infra Services)

COGNIZANT Technology Solutions
01.2019 - 09.2019

Assistant Manager –Technology

CONNEQT BUSINESS SOLUTIONS LTD (Formerly TATA Business Support Services Ltd)
10.2014 - 07.2018

Sr. Tech Support

Benseron Information Technologies Limited
04.2014 - 09.2014

Technical Consultant

Sutherland Global Technologies
12.2010 - 03.2014

Training Support Admin – II (Learning & Development)

Hewlett – Packard GBS
07.2006 - 11.2008

Process Analyst

First American Corporation Pvt. Ltd.
09.2005 - 06.2006

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
Krishna Kumar. M