Krishna Srinivas

• Manage and lead 30 member team of talented Support Engineers with focus on excellent customer service and team performance
• Experience working with Global customers including NA (US & Canada), EMEA and Asia-Pacific
• Responsible for building Teams to provide a positive support experience, which includes being responsive to our customers and effectively partnering with stakeholders on the most critical problems
• Planned RFP for new business acquisition and identifying new business opportunities
• Driving implementation of projects according to the client requirements and plan schedule
• Implemented processed for quality review & recovery and mitigate DSAT
• Managed all operational and technical areas of projects and coordinated with clients on same
• Drive weekly, monthly and quarterly meetings and understand requirement
• Monitored client issues and developed preventive measures when required
• Drive automation and ideation for Process improvements
• Ability to interact and influence effectively at all levels of the project scope and various functions
• Monitored program, identified potential risks and designed necessary mitigation plans accordingly
• Hired employees, prepared training plans and evaluated performance
• Periodically review the reports, eliminating duplication and unused reports; simplify and produce automated reporting wherever possible
• Transition of projects from other vendors to HCL within the client ecosystem
• Knowledge of databases and constructing SQL queries for troubleshooting purpose

• Experience in performing troubleshooting, managing 15 member technical support team in managing digital advertising campaigns, operations and ad networks for APAC, EMEA and NA customers
• Working knowledge of Google Tag manager and other 3rd party implementation
• Implementing process metrics to measure team excellence & productivity
• Handled Tier 1 publishers like BBC, Bloomberg, NBC, TripAdvisor, Disney, CBS, Bell Media, LinkedIn, Amazon, etc
• Exceptional ability to multitask and adapt to new concepts
• Immense skills to perform troubleshoot and resolve issues
• Ability to manage multiple priorities effectively
• Strong communication, team building and skilled to teach subordinate staff
• Assisted Manager in employee performance and feedback program
• Managed issues and if necessary escalated issues to next level
• Prepared progress reports for Team members and presented it to management
• Implementation of improvement plans for low performers

As a Senior Application Support Analyst for a Incident Management work was responsible for

• Identifying, managing, and resolving time sensitive escalations
• Performing incident triage, to include determining scope, urgency, and potential impact, identifying the specific vulnerability, and engage Problem Management team for further review
• Performing escalation trend analysis and reporting
• Tracking and documenting incidents from initial detection through final resolution
• Provided training to internal support team
• Developed and implemented tests and documented all technical issues
• Monitored client queries and assisted them with help of email and phone
• Maintained all information of status and updated customers accordingly on progress of resolution
• Coordinated with colleagues, analyzed and resolved all complex problems faced by customers

• Experience in performing troubleshooting, triaging of reported problem and provided solutions for Kony customers
• Collaborated with Product Support and Development teams for escalating issues needing support
• Experience in using and testing Kony Studio - a mobile application developing tool and hands-on usage of running Unix queries, SQL, Mobile platform testing
• Participate in requirements phase and liaise with business user to gather requirements
• Review test cases prepared by QA team and do functional testing or Unit testing of App

• Experienced desktop support assistant, resolved issues with systems and hardware quickly via Chat and Email support
• Communicated technical findings via support channels and documented use-case for future reference and team coaching
• Analyzed issues to identify troubleshooting methods needed for quick remediation

• Drive technical resolutions with comprehensive knowledge of desktop systems and configurations
• Capable of delivering detailed and in-depth IT service remotely through phone communications and live web chats
• Excellent technical and communication skills