Summary
Accomplishments
Skills
Work History
Education
Timeline
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Krishna Srinivas

Krishna Srinivas

Resourceful Lead/Manager, Customer Success, Technical Support
Hyderabad,Telangana

Summary

Customer-focused professional with successful 11-year career in Service operations and Application Support sector with strengths in daily operations management, workflow improvements and customer service. Service-oriented Technical Manager with commitment to excellence and driven to maintain service standards by supporting staff in handling service issues and customer communications.

Accomplishments

  • Managed the highly successful Microsoft Advertising project for five years
  • Implemented process changes and workflows to real-time alerts and scheduling to ensure better job flow and customer satisfaction
  • Ramp up from 4 to 40+ FTEs, CSAT Improvement from 70% to 99%, Improved quality by 32%
  • Resolved performance issues and stabilized teams in Code Red
  • Managed Triage and Communication teams directly
  • Selected as 'O Infinity League of Outstanding HCLites' for consecutive high graded performance for last 4 years

Skills

Forecasting

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Work History

Technical Manager (Microsoft Advertising)

HCL Technologies
Hyderabad , India
2016.07 - Current
  • 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

Senior Team Lead (Google Ad Manager)

HCL Technologies
Hyderabad , India
2014.08 - 2016.07
  • 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

Senior Application Support Analyst

DirecTV
Hyderabad , India
2012.03 - 2014.07

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

Technical Support Engineer

Kony,Inc. (Temenos)
Hyderabad , India
2010.08 - 2012.03
  • 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

Technical Support Associate

Knoah Solutions
Hyderabad , India
2009.08 - 2010.08
  • 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

Technical Support Associate

Brigade Corporation
Hyderabad , India
2008.09 - 2009.08
  • 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

Education

Bachelor of Technology - Computer Science

Jawaharlal Nehru Technological University
Hyderabad
2004.05 -

Timeline

Technical Manager (Microsoft Advertising)

HCL Technologies
2016.07 - Current

Senior Team Lead (Google Ad Manager)

HCL Technologies
2014.08 - 2016.07

Senior Application Support Analyst

DirecTV
2012.03 - 2014.07

Technical Support Engineer

Kony,Inc. (Temenos)
2010.08 - 2012.03

Technical Support Associate

Knoah Solutions
2009.08 - 2010.08

Technical Support Associate

Brigade Corporation
2008.09 - 2009.08

Bachelor of Technology - Computer Science

Jawaharlal Nehru Technological University
2004.05 -
Krishna SrinivasResourceful Lead/Manager, Customer Success, Technical Support