Krishan Kant

DELHI | GURUGRAM | +91-9811491232 | krishankmail@gmail.com

Professional Summary
Currently working with world's leading Travel company Expedia Group as System Insights – Lead. I am a data and result
driven individual having 7+ years of experience in fast paced moving IT industry.
Spent these years serving and learning - Project Management, Technical Operations, Data Analytics & Data Visualization, Root
Cause Analysis, Analyzing Trends and Patterns to analyze how they impact business.
Lead and delivered multiple projects to mitigate bad customer experiences on websites and acted as a bridge between
Operations team and development teams for a better collaboration and delivery.
Expertise in working in cross-functional collaboration, identifying & solving problems and providing insightful and data-
backed stories.

Skills & Abilities

· Expertise in data analysis & visualization, creating alerts and interactive dashboards for proactive monitoring of services,
driving rapid issue resolution.
· Conducted thorough investigations, identifying root causes using multiple analytic tools, and producing detailed reports
and escalations for informed decision-making.
· Proactively monitored Expedia sites worldwide, using Catchpoint for availability and collaborating with stakeholders to
resolve issues efficiently.
· Effectively liaised between stakeholders, presenting insights, and raising concerns through transparent communication
channels.
· Collaborated across geographies, defining project requirements, feasibility, and data integrity to drive successful project
outcomes.
· Supported diverse code releases & deployments, including Soak, Bug Fix, Production, and Hotfix deployments, while
analyzing soak testing results.

Technical Skills
· Tools: Tableau, Splunk, Catchpoint, Datadog, JIRA, Confluence, GitHub, Big panda, Adobe Customer Journey
Analytics, Grafana, Big panda.
· Languages: Tableau, Splunk Query Language, SQL
· Packages: MS-Office (Excel, Word, PowerPoint), Basics of Macro and VBA

Work Experience
SYSTEM INSIGHTS – LEAD | EXPEDIA GROUP | APR 2021 - TILL NOW
· Key person in ensuring >99% SLA for shopping and booking availability of all Line of Business of Expedia, VRBO,
Hotels.com & Hotwire.
· Led multiple projects within team and provided guidance to teammates to ensure the attainment of desired outcomes.
Assisted in overcoming delivery obstacles and making informed decisions for successful results.
· Monitoring the overall functioning of processes, identifying improvement areas, and implementing adequate measures to
maximize customer satisfaction level.
· Analyze business metrics using Data Visualizations tools like Tableau, Adobe Customer Journey
· Queue management of issues and timely resolution (within SLA) of technical errors and raising a bug via Jira tool to
Development/Product teams.
 · Participate in triage with the Product/Development teams as well as the business teams to process the pending bugs in
the system on a timely basis and provide input on the same.
· Managed and updated weekly & monthly site availability data & reports. Presented these findings in major business
forums & meetings before the Leadership Team (LT)
· Collaborated with development teams and operations/Insights team and acted as bridge between these two to define
project requirements, feasibility, reliability, and integrity of data. Ensured feedbacks and enhancements post-delivery.

Significant projects successfully executed including, but not limited to:

1) Customer Success Rate (CSR) – Improve on shopping and booking path availability | Synthetic Monitoring, Analysis &
Insights | Cross-functional collaboration.
· Leading efforts with Insights Analysts and Developers for achieving over 99% customer success rate on shopping and
booking for Brand Expedia and related sites. This involves identifying recurring issues investigate them using different
analytics tools (Catchpoint, Datadog, Tableau, Splunk) and coordinating resolutions.
· Educate teams situated in different locations, documented the process.
· Regularly sharing availability status updates and addressing chronic issues affecting CSR stack owners in their
discussions.
· Summarizing weekly & monthly project performance to Top Leadership during internal business review meetings.
· Acting as subject matter expert (SME) for customer success rates in key LOBs like Cars, Hcom, and Hotwire.

2) Lead the execution of Exception rate analysis. One stop solution & reporting that covers all fatal errors on live sites.
· In collaboration with Devs developed & maintained in house tool which helped in the integrity of data, managed back end
saved searches for ERA & effective representation of trends.
· Rigorously worked to reduce these exceptions by actively working with stack owners and clearing the blockers.
· Worked with different teams and stakeholders to make sure we have all and correct data related to an error code (its
fatality, correct owners etc.)
· Participated in a Hackathon and showcased this comprehensive monitoring solution for Fatal errors to the judging panel.

Core Competencies:

Project Management & Delivery, Cross-Functional Collaboration, Data-Driven Decision Making, Synthetic Monitoring &
Insights, Innovative Problem Solving, Strategic Initiative Leadership, Technical Enablement & Support, Content Management,
Business Insights

SR. OPERATIONS ANAYLYST | EXPEDIA GROUP | FEB 2016 – MAR 2021

Career Progression (in reverse chronological order)
· Sr. Operations Analyst (CRE - Customer Reliability Engineering) - Apr 2019 – Mar 2021
· Ops & Traffic Analyst II (IOTA - International Operation & Traffic Analyses) – Sep 2017– Mar 2019
· Ops & Traffic Analyst I (IOTA - International Operation & Traffic Analyses) – Sep 2016 – Aug 2017
· Trainee Analyst (IOTA - International Operation & Traffic Analyses) – Feb 2016 – Aug 2016

Roles & Responsibilities:

· Engaged in designing and publishing dashboards in Splunk via GitHub which help in performance analysis and help
company in analyzing concerning factors on time.
· Managed and supported various code release and deployment processes, including Soak Deployment, Bug Fix
Deployment, Production Release & Rollback, Hotfix Release, and analysis of Soak Testing results.
· Troubleshoot customer issues and conducting root cause analysis using various tools like Catchpoint, Splunk and
Haystack.
· On-boarded technical and troubleshooting activities from different teams and provide support on various functionalities
 · Supported network changes and deployments and code reds to maintain environment health.
· Respond to incidents when they occur and take any necessary steps to restore service and return the business to normal
operations.
· Followed standard procedures for proper escalation of unresolved issues to the appropriate internal teams and providing
resolution in timely manner keeping in mind the SLA management.
· Helped organization to onboard new tool in operations called Big Panda, it is an event correlation and automation
platform that can turn alerts noise into automated actions. It aggregates, normalizes, and enriches events collected from
fragmented tools and uses AI to correlate that data into actionable insights.
· Supported A/B tests control/treatment bucketing and manage them to maintain the production health.
· Leading a Monitoring/Alerting specialist group to discuss issues and build algorithms; engaged in automating the process
and creating perfect alerts for pro- active monitoring.
· Other responsibility also includes overseeing the flow of information from internal customers all the way to product
development teams and ensuring high-impact issues are addressed in a timely manner with agility.

Core Competencies:
Proactive Monitoring & Process Enhancement, Dashboard Design & Performance Analysis, Code Release Management &
Deployment, Root Cause Analysis & Troubleshooting, Technical Onboarding & Support, Network Management & Incident
Response, Escalation Management & SLA Adherence

Achievements and Certificates

· Splunk User certified 6.x- 2018
· Certification of completion of Splunk Enterprise 7.1 System Administration – 2018
· Awarded first place in the internal Expedia Splunk Challenge, earning a trip to Splunk Conf. 2018 in Florida, USA.
· Secured the position of 1st runner-up in the Splunk-a-thon 2019, where my teammate and I created a Slack automation for
instant Splunk results retrieval and introduced the official Splunk Mobile App within the organization.
· Consistently recognized within the organization and team with multiple Employee Recognition awards and rewards.

Education
Qualification Institute
MCA - Post Subharti University
Graduation
BCA - MS University
Graduation
GNIIT (3 years of NIIT Preet Vihar, Delhi.
IT Diploma
XII from CBSE Little Flower Public School (Delhi)
Board
X from CBSE Little Flower Public School (Delhi)
Board

Personal Details
· DATE OF BIRTH: 22nd February,1994
· FATHERS NAME: Mr. Praveen Kumar
· ADDRESS: House no. 10349, Street no. 1-i, West Gorakh Park, Shahdara, DELHI -110032
· NATIONALITY: Indian
· MARITAL STATUS: Married