Siddharth Malla
Bengaluru
Summary
Results-driven Account Manager and escalation and Critical incident management leader with over 10+ years of experience in enterprise environments, including Citrix, Microsoft, and HP. Proven track record in triaging critical incidents, managing accounts, and fostering cross-functional collaboration while effectively handling customer communications and driving root cause resolution. Skilled at transforming high-pressure escalations into valuable lessons learned and implementing process improvements that enhance overall service delivery. Committed to delivering exceptional customer experiences through strategic problem-solving and proactive engagement.
Overview
11
11
years of professional experience
2
2
Certifications
Work History
Senior Product Escalation/Incident Response Manager
Citrix Systems India
05.2020 - Current
- This position has high visibility and interacts with many groups internally and customers to help achieve an excellent level of customer service and satisfaction.
- Work internally with our Product Managers, customer Success Team, Technical Account Manager, Engineering to co-ordinate and resolve critical technical issues.
- Managing Top Priority Accounts and driving their technical escalations on multiple products (Citrix Virtual Apps and Desktops, Workspace, NetScaler, DaaS) ensuring high response and timely resolution for those escalations. Formulating an exit criterion for them.
- Setting up a call/meeting with the customer to understand the technical blockage leading to escalations. Understanding the impact on their technical environment.
- Ensuring all the logs and data are collected from the customer and collaborating with the Engineering team to find the root cause of the issue.
- Discuss internally before delivering root cause to the customer.
- Collaborate with Technical Support Line managers to share responsibility for customer escalations and prioritize allocation of resources based on escalation priorities and customer temperature.
- Collaborate with Product Managers, Engineering, Technical Account Managers to understand the client needs and their Business. Accordingly, work on to improve our product offerings.
- Evaluating progress at each stage of development.
- Ensure customer is updated with the progress as per the SLA throughout their escalation life cycle.
- Act as primary on-call active responder, coordinating and managing incident resolution with speed, cross-functional collaboration, and accuracy, partnering with a global and broad set of stakeholders.
- Schedule and run incident reviews with all incident responders, contributing to incident root cause analysis identifying remediation efforts for partner teams to execute upon.
- Formulate strategy and deliver on communications to both internal Support stakeholders and Sales leadership.
- Collaborate with Support leadership to align on and execute upon on-going improvements to process, metrics, and framework.
- Influence and make decisions through interpretation of data and consolidation of input from multiple stakeholders.
- Establish correct expectations, including actions, owners, and timelines for each engagement.
- Ensure customer is heard throughout the process.
- Handling engagements from both internal stakeholders and customers.
- Value ADD:
- Weekly|Monthly metric reporting & trend analysis as part of continuous service improvement.
- Ability to identify, define and implement Industry-standard best practices & tools.
- Review and identify root cause for all escalation engagements and use this information to improve continuously within service delivery teams.
Account/Incident Manager
Accenture Services Pvt. Ltd.
09.2016 - 05.2020
- Joined as Account/Incident Manager and responsible for handling end-to-end lifecycle of priority incidents, interacting with application owners, supports groups and customer stakeholders.
- Managing Customer contract lifecycle and help Service Delivery Manager for successful contract renewal.
- Responsible for validating the Business Impact and Prioritization of reported incidents and coordinating.
- Initiating technical bridge calls with support teams and application managers for priority incidents, driving Service Restoration team towards resolution.
- Contacting and engaging different support teams for Investigation & Analysis, as and when required.
- Validating issues trending culture from the incident and recommending learning Workshop or a new technology installation to permanently avoid/narrow down the downtime cause of issues.
- Following up on pending/Idle incidents with respective assigned support groups or stakeholders and drive towards closure. Also acting as a point of contact for escalation and complaints for incidents.
- Hosting Incident call with different vendors to get updates on live and ongoing incidents.
- Hosting weekly Incident call with Service Delivery Managers to discuss on cases/stakeholders which needs attention and realizing the on-going trend for the issue.
- Responsible for creating Daily Service Report and sharing daily productivity with senior management.
- Creating weekly and monthly dashboard and attending weekly and monthly bridge calls with the client to share in-progress report and decide on future improvement of the process.
- Delivering a report on weekly basis with the summary for open cases.
- Trend analysis of resolved Incidents, filtering every Configuration Item to detect potential problems.
- Follow up on all pending and in-progress Incidents and driving them towards resolution.
- Monthly meeting with Stakeholders and SDM to discuss on Service Delivery Plan.
- Communicating Investigation progress report & Resolution notification to all stakeholders, if necessary.
- Mentoring new Incident Managers, worked on knowledge base to reduce the complexity of understanding the content.
- Delivering online Power BI training to new Incident Managers.
Service Desk Analyst/Incident Manager
Accenture Services Pvt. Ltd.
09.2016 - 05.2020
- Joined as Service Desk Analyst, acting as a single point of contact for all end users of the company across the globe.
- Responsible for troubleshooting issues related to business applications; network; hardware & peripherals and their device drivers; installations / re-installation of software applications and their updates; on Remote Support, over phone, chat, mail and other sources.
- Responsible for recording and assigning priority to all Incidents and routing them to correct support group, if out of scope.
- Acting as a point of contact for Access management, providing access to databases/network drives on company servers, validating authorized approval.
- Processing and follow up on all low priority tickets, ensuring resolution within agreed service level.
- Apply a balanced and structured Incident Management approach and methodology for incidents and restoration of services for the users.
- Critical incident management of Hilton group network and Application.
- Work with project teams to efficiently manage Major/Critical/normal Incidents as customers will want to know what is going on and estimated timings for restoration of service.
Product Specialist
Hewlett Packard Inc.
01.2016 - 08.2016
- Troubleshoot printer and scanner for all the major hardware issues like false paper jam error, registration assembly issue, fuser issue, print head issue etc.
- Work with onsite technician on call to replace or add printer parts, giving approval for new parts procurement after checking few parameters like onsite voltage required and How much the parts is being used, should have proper earthing etc.
- Software part includes installation of printer and scanner driver. Verify the OS of workstation and types of content customer wants to print so to install correct driver whether it should be post-script or pcl5 or full software solution. Need to run doctor fix to check which part of file is causing an issue while installation of driver.
- Dealing with network printing and scanning relating issue. Providing resolution for Scan to email, scan to folder, scan and print through phone, duplex printing and scanning.
Product Specialist
Magna Infotech by Quess Corp.
05.2015 - 01.2016
- Troubleshoot printer and scanner for all the major hardware issues like false paper jam error, registration assembly issue, fuser issue, print head issue etc.
- Work with onsite technician on call to replace or add printer parts, giving approval for new parts procurement after checking few parameters like onsite voltage required and How much the parts is being used, should have proper earthing etc.
- Software part includes installation of printer and scanner driver. Verify the OS of workstation and types of content customer wants to print so to install correct driver whether it should be post-script or pcl5 or full software solution. Need to run doctor fix to check which part of file is causing an issue while installation of driver.
- Dealing with network printing and scanning relating issue. Providing resolution for Scan to email, scan to folder, scan and print through phone, duplex printing and scanning.
Education
Bachelor of Technology - Electronics & Communication Engineering
Shivalik College of Engineering
Dehradun01.2014
12th Grade - undefined
Lincolns high School
01.2010
10th Grade - undefined
Lincolns high School
01.2008
Skills
Critical Incident Triage & Management
Account Management
Escalation Handling & Stakeholder Communication
Cross-Functional Collaboration (Engineering, Product, Support)
Root Cause Analysis & Post Incident Reviews
Process Improvement & Continuous Learning
Technical Acumen: Virtualization, Networking, Storage
Tools & Platforms: ServiceNow, Jira, Remedy, Salesforce
Reporting & Analytics: Power BI, Excel
Frameworks: ITIL, Agile / Scrum
Accomplishments
- Created a Knowledge Base video to deliver it to new Incident Managers.
- Appreciated by the Account Manager for outstanding and constant service delivery.
- Rewarded and Recognized by the Leaders.
Certification
Certified in Embedded C.
Interests
Trekking
CrossFit workout
Drumming
Playing Guitar
Playing Football
Camping
Bike Ride
Personal Information
- Pan Number: BYJPM8650G
- Total Experience: 10.7 years
- Father's Name: Mr. J.L. Malla
- Date of Birth: 18.12.1991
- ID Type: PAN
- ID Number: BYJPM8650G
Career Conspectus
To pursue a career which is both challenging and demanding where I can apply my skills against my knowledge & work experience and to contribute towards the mutual benefit and growth of the organization and myself.
Certified Achievements
- Certified in Embedded C
- ITIL 4 Foundation
Timeline
Senior Product Escalation/Incident Response Manager
Citrix Systems India
05.2020 - Current
Account/Incident Manager
Accenture Services Pvt. Ltd.
09.2016 - 05.2020
Service Desk Analyst/Incident Manager
Accenture Services Pvt. Ltd.
09.2016 - 05.2020
Product Specialist
Hewlett Packard Inc.
01.2016 - 08.2016
Product Specialist
Magna Infotech by Quess Corp.
05.2015 - 01.2016
12th Grade - undefined
Lincolns high School
10th Grade - undefined
Lincolns high School
Bachelor of Technology - Electronics & Communication Engineering
Shivalik College of Engineering