Krishnan Menon Email & Phone Number

New York, Ny, Us

• Spearheading Workplace Technology (IT End User Support Services) for entire Asia-Pacific region and responsiblefor technology upgrades, stakeholder management, and enhanced technology experience across region• Driving operational efficiencies via automation, and using digital experience management tools like Nexthink• Enabling self-help capabilities for global employee-base via knowledge articles, ServiceNow portal, by creatingtroubleshooting portal, etc.• Enhancing employee experience with faster ticket fulfillment and bring operational efficiency by automating morethan 67% of Service Desk requests• Driving Artificial Intelligence projects for internal stakeholders, detailed evaluation of Conversational AI bot for allsupport enabling functions• Responsible for evaluation and implementation of DEX management tool ‘Nexthink’ which helps in proactivelyidentifying blind-spots in technology ecosystem and fix, thereby mitigating user impact before-hand• Leading entire IT Service Delivery & Service Desk Operations entailing delivery of IT services to global employees• Few other key projects implemented: - Windows Hello implementation - Implementation of Five9 contact centre solution for Service Desk - Implementation of Live Chat support in Service Desk - Introducing self-help troubleshooting portal for employees to fix common or frequently reported issues - Delivered a solution to analyse org-wide, departmental, or any kind of survey results within minutes by using MS Azure OpenAI service• Employee Experience initiatives• Automation for operational efficiency• Artificial Intelligence / M365 Copilot• Generative AI for internal support chat bot• People Management• Stakeholder Management

New York, Ny, Us

Mumbai, Maharashtra, In

- IT Service Delivery & Service Desk Operations: Responsible for seamless delivery of IT services to Bank users. In-charge of Centralized IT Service Desk and IT End User Support (EUS). Join forces with various support teams to ensure maximum uptime of applications, network, servers, virtualization (Citrix/VMware), end user hardware such as desktops, laptops, printers, scanners, etc. - Business engagement: Act as IT representative to all Business Units. Ensure all IT metrics, projects and queries are well-represented to Business Units. Ensure appropriate communication around issues and opportunities. - Accountable for IT Service Management (ITSM) processes such as Incident Management across all IT support teams, IT Change Management, Release Management for banking applications, IT Problem Management and Asset Management.- SLA Compliance – Ensure SLA adherence across all teams and business partners. Responsible to track, measure and achieve end user SLAs. Liable for vendor management, process governance, reporting and high level of user satisfaction. Participate in ITSM audits during the year. - Service improvement programs – Working with business and operations teams to identify and manage service improvement areas. Totally responsible for leading various service improvement programs for Bank users.

Mumbai, Maharashtra, In

- IT Service Management: Accountable for Incident Management, Change Management, Release Management, Problem Management.- Process improvement and SOPs: Identify process improvement area, define proper control points in processes to overcome challenges. Ensure teams are trained on processes and 100% adherence in place.- SLA Compliance: Ensure SLA adherence across all teams and business partners. Responsible to track, measure and achieve End user SLAs. Liable for vendor management, process governance, reporting and high level of customer satisfaction.- Service improvement programs: Working with business and operations teams to identify and manage service improvement activities. Complete accountability for leading various service improvement programs for Bank users.- Audits: Participate and contribute in Internal and External audits for the Bank from an IT Service Management standpoint.- Service Desk & Delivery: Responsible Centralized IT Service Desk and End User Support. Also for the uptime of Networks, Servers, Virtualization (Citrix), End User Hardware, Printers, Scanners, etc. from an IT Service Delivery perspective.- New infrastructure / application release management: Ensure smoother rollout of new infrastructure / applications from IT Service Delivery standpoint.- Business engagement: Act as IT representative to all Business Units. Ensure all IT metrics, projects and issues are well-represented to Business Units. Good communication around issues and opportunities – get things done, make things happen.

Wayne, Pa, Us

Accountable for Managed IT Services (IMS / AMS) and the entire Project Lifecycle from a Support perspective, for Insurance segment.To be the ‘post sales’ primary point of contact for Insurance customers ensuring the maintenance of effective communication between SunGard and its customers.Manage team performance ensuring a high and consistent standard of accountability, ownership and professionalism is applied and maintained.Responsible for environment designing and large Infrastructure deployment in the Global Data Centers or Insurance Cloud.Ensure contracted Service Management SLA’s are met and adhered to.Developing the talent & skills of the team.Transitioning additional support scope into the Global Technical Service Desk.Responsibility for staffing model, capacity and capability management, etc.Build and maintain strong customer relationships in order to maintain a high standard of Customer satisfaction.Regularly meeting the team leads & members to discuss current levels of service to Customers and opportunities to improve service.Regular review with Managed Services Partners to ensure service is maintained within the contracted OLA / SLA's.Ensure high quality service reporting is in place in a timely manner for forwarding to both Customer and SunGard contacts.Chair regular service review meetings with the customers and co-ordinate resolution of all actions, issues, changes etc.Ensure that all the key processes and procedures necessary for the delivery of quality service are in place. Check their effectiveness and re-engineer if appropriate.Actively contribute to ITIL process adoption and Continuous Service Improvement Program (CSIP).Be an active participant in the Change control process and ensure that incident Management procedures are clearly defined and utilized.

Mumbai, In

- Handling a team of 10 RIM engineers who manage customers under Managed Services 24*7 support from the Orient MSOC (Managed Services Operation Centre)- Carrying out POC (Proof of Concept) for prospective customers to demonstrate benefits of RIM Services.- Meeting the customers on frequent intervals and taking their feedback on the POC going on. - Project Plan to be shared with the customer before the implementation and a sign off to be taken from the customer on the same.- Ensuring implementation of RIM services within project timelines as well as meeting customer requirements.- Support given in accordance with the agreed Service Levels. Also conducting regular service reviews with customers.- Constant interaction with the Principle Company for any kind of backend support required during the POC, Implementation or Support phase.- Following up with the principle company for any new upgrades on the technology.- Arranging trainings for the team members from the principle company on RIMS technology.

Mumbai, In

- Responsible for delivery of all issues related to the support services.- Lead all support services in planning and negotiate the allocation of resources efficiently.- Direct supervision of services related to Network, Security, Microsoft & Citrix products.- Escalation point for other products such HP & IBM servers, desktops, laptops, printers, storage.- Being the service partner for IBM & HP, regular interaction with respective principle account managers for calls.- Manage staffing including recruitment, supervision, scheduling, development, evaluation and disciplinary actions.- Conduct cost and benefit analysis for existing operations and make recommendations for the improvement and growth of services.- Preparing Service Proposals for new projects and Service Level Agreements along with commercials for new or renewed customers.- One point of contact for providing quotations or service & support charges for any new implementations or services to be given.- Conduct weekly & monthly reviews with the engineers to review the operations & address issues, if any.

Bangalore, Karnataka, In

Projects Handled 1) Client : Procter & GambleSegment : FMCGRoles and responsibilities:• Handling a team of 20 members, primarily based in Mumbai, while some outside Mumbai.• Handle all Escalations on a one to one basis with customer related to services.• Delivery and owning responsibility till satisfactory closure. Responsible for successful execution of SLA.• Closely monitoring of open tasks.2) Client : EXL – AVIVASegment : InsuranceEXL Service is a leading BPO company running AVIVA’s Insurance & Life business processing unit. EXL’s IT facilities management program is run by Microland. A Service desk model is followed under stringent ITIL principles. I head a team of 25 people comprising of 2 Shift managers, Senior/Junior Engineers, Helpdesk and responsible for • SLA & Vendor management • Compliance with Various Audit standards• Service Delivery based on guidelines laid by UK major – AVIVA• Asset Management & MIS reports to businessOperations involve a complex environment on Citrix & mainframe with many sub-processes each serving different business/applications and liaising with central Helpdesk teams in UK for resolution of major issues.Highlights:-• Stabilized and streamlined operations post takeover from previous peer.• Introduction of process at all aspects of operations and documentation of the same, aimed towards smooth functioning of the program and compliance• Performance improvements in the site by bring down total calls and improving the overall Customer satisfaction.

Master Of Business Administration - Mba

Bachelor'S Degree