Krishna Srinivas

Service Engineer, owning service health, incident response, customer experience signals, and internal tooling improvements. Proven in improving SLA, MTTR, and DSAT outcomes through cross‑org collaboration with Engineering, PM, Sales, and LMP teams, and by driving automation‑first, scalable operational workflows.

Scaled and led a 30-member global support team across NA, EMEA, and APAC, overseeing end-to-end service delivery, vendor-to-HCL transitions, and rigorous program governance to sustain 98%+ SLA adherence.

Drove system-level quality improvements by implementing review frameworks that reduced DSAT by 20–30% through proactive issue prevention. Enabled durable operational scale and 15–25% efficiency gains via automation and reporting simplification, while supporting RFPs, business growth, and data-driven decision-making using SQL insights.

Directed a 15-member global technical support team overseeing digital advertising campaigns and ad network operations across APAC, EMEA, and NA. Served as the strategic escalation point for Tier-1 enterprise publishers—including Amazon, Disney, and Bloomberg—delivering advanced troubleshooting and executive reporting.

|Championed continuous improvement and team performance metrics while maintaining hands-on technical expertise in Google Tag Manager and complex third-party integrations.

Troubleshot and triaged customer issues for Temenos (formerly Kony), collaborating with Product Support and Development teams on escalations, leveraging Kony Studio, Unix/SQL, and mobile platform testing, while supporting requirements gathering and validating releases through functional and unit testing.

Troubleshot and triaged customer issues for Temenos (formerly Kony), collaborating with Product Support and Development teams on escalations, leveraging Kony Studio, Unix/SQL, and mobile platform testing, while supporting requirements gathering and validating releases through functional and unit testing.

Delivered fast and effective desktop support via chat and email, quickly diagnosing system and hardware issues, documenting resolutions, and applying structured troubleshooting for rapid remediation.

Delivered remote IT support with strong expertise in desktop systems and configurations, resolving issues effectively via phone and live chat, with clear, professional communication.