Jan 2019 – Nov 2019 · 10 mos · Bengaluru Area, India

• Head of global support operations, setup 24/7 global support team of 6 members, defining support strategy & roadmap, leading product supportability, improving customer experience, process setup & optimization, support driven development, performance management, partnering with different org leaders for decision making, partnered with the customer success team to manage service deliveries for customers.

Nov 2016 – Dec 2018 · 2 yrs 1 mo · Bengaluru Area, India

• Head of global Support operations, reporting into CEO of the company
• Currently leading global support operations with a team of 39 people including shift managers
• Running support operations to deliver 24*7 customers support
• Planning & strategizing support delivery with strong emphasis on positive support experience
• Aligning the support delivery to meet the demands of the customers
• Meeting customers F2F and remotely to handle escalations, address concerns, build stronger
• relationship
• Presenting state of the support business, customer satisfaction score to global peer org heads
• Hiring the best talents at both engineer and support manager level
• Investing in people growth and promoting lateral/ vertical career growth
• Tracking team performance and people performance
• Planning people succession, key talent retention, and development
• Work with HR partner on staffing requirement, policies and employee satisfaction
• Setup support best practices, collaboration processes with internal teams and constantly improving them
• Running product supportability with product managers, DevOps on positive customer experience, incident reduction, team readiness
• Participating in customer onboarding with global sales team, review customer contracts
• Preparing customer support options
• Meeting global partner telecom carriers remotely to review their service delivery
• Preparing quarterly plans for aligning with org-wide goals and meeting those commitments
• Participating in meeting with global peer org heads to discuss, review and improve identified challenges, risks

Apr 2015 – Oct 2016 · 1 yr 6 mos · Bengaluru Area, India

• Responsible for managing, growing and renewal of key premier customer accounts for Microsoft Services. Act as a trusted advisor to the customer on Microsoft technologies, project manage the service deliveries. Identify opportunities to showcase the latest and the greatest products, service offerings etc. Increase account penetration, build rapport within the customer's organization to expand Microsoft Services foothold. Ensuring customer success on Microsoft Technologies including customer readiness, project deliveries etc.
• Was an SME and goto person for Microsoft Azure Platform in Microsoft India Services. Managed TAM service center for ensuring quality for service delivery on the reactive incidents. Managed internal communication for Microsoft Services India for cloud-based incidents.

Sep 2012 – Apr 2015 · 2 yrs 7 mos · Bengaluru Area, India

• Delivered product support for Microsoft Azure Platform & acted as a global escalation point on SME areas.
• Handling escalation on technically complex issues, politically charged scenarios and was trusted advisor to customers.
• Carried extensive support, troubleshooting & debugging experience on Microsoft Azure Platform (PaaS).
• Developed technical content on services and features & training the global teams.
• Participated & presented technical talks in various internal and external technical events.
• Delivered beta support for various products such as
• ○ Cache Service
• ○ In-Role Cache
• ○ Data Sync
• ○ SQL Import Export
• ○ Mgmt Portal for SQL DB
• ○ Data Explorer
• Mentored and groomed team members into technical leadership & SME.
• Worked with the engineering teams on supportability, readiness & product improvement.
• Helped field and sales team to win customer deals by developing PoC, removing technical blocker in the solution during pre-sales phase etc.
• Blogged on support technical topics on Microsoft Azure at
• http://blogs.msdn.com/b/cie/
• Maintained a customer forum on Microsoft Azure Cache Service http://social.msdn.microsoft.com/forums/en-us/home?forum=azurecache&filter=alltypes&sort=lastpostdesc
• Understood & identified day to day business & process challenges & prepared solutions & plans to solve them.
• Worked with management leadership to develop the yearly & quarterly strategy, plans & processes to ensure necessary business metrics were maintained & goals were met.
• Managed scope, risk, time, quality & communication on the assigned goals.
• Took lead on several initiatives to improve market share such as blogging, knowledge base, troubleshooting guides & webinars etc.
• Ran comprehensive training program internally to groom future technical leadership.
• Provided quarterly & monthly updates to business stakeholders.

Aug 2007 – Sep 2012 · 5 yrs 1 mo · Bengaluru Area, India

• Delivered product support on SQL Server.
• Maintained deep product knowledge and expertise on SQL Server on features, capability, troubleshooting tools.
• Did code level post product release debugging for SQL Server such as analyzing memory dumps.
• Delivered support on SQL Server beta features to early adopting customers.
• Handled day to day escalations on technical complex and politically charged scenarios.
• Mentored and groomed team members into technical leadership & SME.
• Helped field and sales team to win customer deals.
• Developed tech. content on various problems, issues, features for internal and external audience.
• Worked with product engineering team on supportability, readiness & product improvement.
• Managed a personal blog on SQL Server at
• http://blogs.technet.com/b/anurag_sharma/
• http://blogs.msdn.com/b/repltalk/
• Understood & identified day to day business & process challenges & prepared solutions & plans to solve them.
• Worked with management leadership to develop the yearly & quarterly strategy, plans & processes to ensure necessary business metrics were maintained & goals were met.
• Managed scope, risk, time, quality & communication on the assigned goals.
• Took lead on several initiatives to improve market share such as blogging, knowledge base, troubleshooting guides & webinars etc.
• Ran comprehensive training program internally to groom future technical leadership.
• Provided quarterly & monthly updates to business stakeholders.

Sep 2005 – Aug 2007 · 1 yr 11 mos · Bengaluru Area, India

• Delivered product support on SQL Server.
• Maintaining necessary metrics with respect to the support incidents such as ticket SLA, age,
• resolution time, CSAT etc.
• Contributing to the internal support knowledge base
• Picked up feature areas such as performance, replication, security, set up in SQL Server to
• develop subject level expertise.
• Trained and groomed new team members into the support engineer role.
• Worked with the technical leadership on supportability, readiness & product improvement.

Jun 2004 – Sep 2005 · 1 yr 3 mos

• IPC Migration Project, VB 6.0, SQL Server 2000, MSMQ 3.0, C++, Solaris 5.0
• Worked as a consultant vendor in IBM Global Services Limited, Pune. Led the offshore team on one of the several application migration projects to newer platform.
• Did code enhancements and testing for applications written in VB 6.0
• Changed T-SQL scripts, database schema as per specification
• Migrated application and scripts to new environments
• Developed new ASP pages for internal website as per specification
• Converted a CGI website in C from Solaris 5.0 to Windows 2000 in ASP.Net
• Reported to PM in IBM, led the offshore team & delegated tasks to junior team members
• Production Support, VB 6.0, SQL Server 2000, MSMQ 3.0, DB2
• Supported and maintained a wide range of business application in credit card fraud detection department of IBM’s client American Express. This involved ensuring uptime of applications, troubleshooting failures, enhancements and testing of those applications.
• SME of owned credit card fraud detection applications
• Development, bug fixing, testing and enhancement of existing applications
• Project planning with PM and documentation

Dec 2003 – Jun 2004 · 6 mos

• HealthSoft, VB 6.0, SQL Server 2000, Oracle 8i, Crystal Reports
• HealthSoft is an enterprise hospital management system based on distributed application architecture. Performed below activities
• Requirement gathering and analysis
• Enhancing existing, developing new modules and functional testing
• Designing classes, Ux, database schema and ER diagrams
• Report designing and development
• Product installation, customer staff training
• Product documentation

Jun 2002 – Dec 2003 · 1 yr 6 mos

• Designed and developed suite of software that were intended to provide both complete and partial solution for a hospital, diagnostics center or a clinic. The software were Telemedicine enabled. Performed below activities
• Led the team and managed software development
• Requirement gathering and analysis
• Designing classes, Ux, database schema and ER diagrams
• Task allocation to team
• Software functional testing
• Report designing and development
• Product installation, user training and customer support
• Product documentation

Jun 2001 – Jun 2002 · 1 yr · Ahmedabad Area, India

• GEMS hospital management system is an online integrated software for maintaining and automating all clinical and administrative operations of an enterprise hospital for all major specialties. Performed below activities
• Reporting to project manager
• Designing classes, Ux, database schema and ER diagrams
• Software functional testing
• Report designing and development
• Product installation, user training and customer support
• Product documentation