Siddhantha Krishnan

Experience

• 

  Blue Star Infotech

  Jul 2010 - Oct 2012

  Executive Marketing

  🔹 Market Research -Providing market research data for analytical support to the existing business and new marketing and sales schemes.Profiling of companies as part of support provided to Presales & Sales teamScanning news and web content for developments in the market.Competitive analysis - Tracking competitors & analysis of quarterly & annual financial data.Industry Trend AnalysisStatistical AnalysisOpportunity AnalysisSWOT Analysis🔹 Suspect database preparation (Inside Sales support) -Researching for right party contacts & database preparation to support the Inside sales team (US, UK & European countries).Providing market related intelligence to the sales team.Managing accounts & contacts in the CRM (Ms Dynamics) Show less

• 

  Edifixio India Pvt. Ltd.

  Nov 2012 - now

  🔹 Primarily responsible for service management for a business-critical application. Ensuring quality support provided across 60+ countries for 24x5 support model.🔹 Critical incident management – responsible for expediting the resolution of Severity 1 incidents and communication to all respective stakeholders. Working with the client level run managers for submission of root cause analysis.🔹 Management of all support activities & India operations from the project standpoint which includes handling and analyzing client queries, requirements and working with the technical, solution managers, third party back office team and IPO team to improve the end customer experience🔹 Service Improvements - Identifying areas of process gaps and providing solutions to streamline the process. 🔹 Team management – Responsible for managing the team (including all project related functions) for India location. Escalation management in terms of End to end support and managing escalations for all project resources as delivery center point of contact, Roster management and allocation of resources, facilitating training for India project resources, facilitating hiring process, managing appraisals, internal redressal of issues including team conflict management🔹 Reporting - Preparation of project convention reports, support KPI documents, project templates, KEDB Show less 🔹 Led overall management of the application and the single point of contact for all customer related queries and requirements🔹 Rendered administrative support to clients and internal resources on a daily basis in order to address all customer queries and requirements🔹 Accelerated the resolution of Severity 1 incidents and communication to all respective stakeholders; worked with the client level run managers for submission of root cause analysis🔹 Created project convention reports, supported KPI documents, project templates Show less 🔹 Collated all business requirements for customization of the tool from customers and internal users & discussed the feasibility with Development & Operations team🔹 Designed areas for customization, creating functional specifications & finalizing the scope of development🔹 Rendered administrative support to clients and internal resources on a daily basis in order to address all customer queries and requirements🔹 Led multilevel testing of the application; created project deliverables like test plans, supported KPI documents Show less

  • Senior Manager Project Delivery - Service Management

    Mar 2017 - now

  • Assistant Manager Customer Relations

    Jul 2015 - Mar 2017

  • Customer Relations Coordinator

    Jan 2014 - Jun 2015

  • Associate Customer Relations Coordinator

    Nov 2012 - Dec 2013