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Summary
Accomplishments
Skills
Work History
Education
Timeline
Krishna Srinivas

Krishna Srinivas

Resourceful Lead/Manager, Customer Success, Technical Support
Hyderabad
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

Documentation and control

Resource Management

Problem resolution
Team leadership and direction

Performance Tracking

Hiring and Recruitment, Employee scheduling

Training and Development

Risk analysis and management, Root Cause Analysis
Technical Support, Application Support, Customer Support
Incident Management, Problem Management, Service Desk Management
Google Ads, Microsoft Advertising, Google Ad Manager
Zendesk, JIRA, SQL, HTML, Power BI, Microsoft Office

Advertising campaign support

Technical support and assistance

Exceptional Verbal and Written Communication Skills

Vendor Management

Work History

Technical Manager (Microsoft Advertising)

HCL Technologies
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
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
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)
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
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
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
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 -