May 2022 – Jul 2024 · 2 yrs 2 mos · Bengaluru, Karnataka, India

• This role is focused on providing exceptional experience to Atlassian's Cloud customers using Jira Service Management Software. Leading a team of highly skilled and experienced Engineers supporting Atlassian's cloud products. The Key Focus areas include -
• Hiring, mentoring, coaching and retaining a team of experienced professionals (10+ years)
• Hyper-focus on team coaching, skills uplifting, SOP improvements, delivery quality, transparency, analytics and developing robust teams
• Setting frameworks/goals/priorities and delivering consistent customer experience
• Ensuring service levels, quality of support, and customer experience while being a key driver for product improvement, application performance and corporate change
• Creating, organising, and communicating strategies and partnering with global peers in aligning the strategies and work within the broader ecosystem to improve the overall operational efficiencies
• Reporting business deliverables in the form of MBR/QBR
• Collaborating with Product Management, Development, and other business functions towards transforming product experience
• Bringing new and improved support methodologies, creating a wide and loyal customer base to the Atlassian products and brand

Mar 2022 – May 2022 · 2 mos

• Advanced Cloud Engineering "ACE" is an engineering team that is customer-obsessed and focused on transforming Microsoft Support Capabilities. Right from evaluating the usage of Dynamics products/workloads to inspecting the integration touch points, recommending the scalable solutions to the customer needs there by expanding the product usage. Closely Working with Field Teams, the Product Groups to deliver an innovative support experience for our customers by providing quick quality response and resolution to drive customer confidence and adoption. Additionally, driving product feedback and issue patterns internally to improve the product for all customers.
• As a manager of the Advanced Cloud Engineering team, I lead, mentor & grow a team of talented cloud engineers. Will be a driver of customer satisfaction with our products and services. Will provide thought leadership and direction across the global team, building a culture of fast issue resolution and excellent customer service. I will have the experience to manage highly escalated customer scenarios and resolve issues to the mutual satisfaction of the customer and Microsoft.
• Will build and directly manage the long-term relationship with designated Dynamics 365 customers. Resolve critical and complex technical issues in a 24x7x365 global support delivery team. Be prepared to own difficult but crucial conversations during incident escalations.
• Will work directly with internal engineering teams to not only reactively support customer issues but deliver solutions and new capabilities for our customers most mission critical deployments. Relentlessly champion and advocate for our customers in representing their issues to engineering teams and be a change agent to develop innovative ways to resolve their issues.

May 2017 – Mar 2022 · 4 yrs 10 mos

• Manage and lead a diverse and inclusive team of Support Engineers, Technical Advisors and Support Escalation Engineers, with focus on team performance.
• During my tenure I have managed technologies - Azure Security, Azure Identity, Azure DevOps, Visual Studio and .Net, IE, IIS/ASP.Net, SQL Server, Windows Performance, Devices & Deployment, High Availability, Active Directory and Networking.
• With evolving customer expectation in the Azure world, built agile processes for delivering effective support experience in tiers.
• Build efficient escalation matrix to enhance time to resolution and bring down customer's efforts to resolve issues.
• Build strategic relationship with Engineering Organization to represent customer issues and create a win-win situation for both customers and the company.
• Setup teams globally to deliver support on new product launches.
• Consistently deliver on KPI's like Customer Experience, Initial Response and throughput.
• Device and execute actions for driving strong Employee Experience.

May 2016 – May 2017 · 1 yr

• Drive operational aspects of Delivery Partner driven support delivery for a single Microsoft product or program across multiple Delivery Partner sites.
• Improvement in Delivery Partner KPI performance, including CPE, issue handling consistency and efficiency, escalation percentage, etc., as well as adherence to SOW
• Drive the continuous improvement plan to support operational needs, cost efficiency and improved customer experience with implementation of innovative initiatives/projects.
• Manage service delivery across multiple Microsoft technologies.

Feb 2009 – May 2016 · 7 yrs 3 mos

• As a Support Engineer my role involves providing solutions to challenging technical problems through customer interaction, debugging, root cause analysis, code workarounds, bug fixes and sample scripts.
• The main part of the work is engaging with customers to resolve the issues on SQL Server 2000, 2005, 2008, 2008 R2, 2012, 2014 and SQL Azure related issues.
• Additionally investigate & solve critical, complex, technical issues escalated from peers using mostly code level techniques. Frequently collaborate with Support Escalation Engineer, configuration experts & if a code defect is discovered, is responsible for driving the Product Group bug process.