Headline

I turn hardest technical moments into lasting trust | Service Delivery · Critical Situations · Customer Success · AI-Forward @ Microsoft

About

I help the world's largest enterprises stay resilient, trusted, and successful on the Microsoft Cloud, turning their hardest technical moments into lasting confidence. With 15+ years in technology, the last 8 at Microsoft, I've built my career across Service Delivery & Reliability, Critical Situation & Escalation Management, Technical Program Management, and Customer Success. I specialize in leading complex, high-impact programs end-to-end: driving root-cause analysis, implementing scalable systemic fixes, and elevating service reliability for global enterprise customers. I've led and scaled teams of 40+ technical experts across Microsoft Premier cloud and SaaS environments, consistently delivering 99.9% SLA compliance and zero-incident outcomes during the most critical business periods. As a trusted advisor in high-severity events, I've engaged CVP and President-level stakeholders to restore customer trust in the moments that matter most, while governing a 60+ production Azure subscription estate for a strategic global customer. Increasingly, I bring an AI-forward operating model to everything I do — embedding Microsoft 365 Copilot, autonomous AI agents, and Power Automate to shift teams from reactive support toward proactive, data-driven delivery that raises speed, consistency, and decision quality. My strengths lie in bridging technology with business priorities — across Change & Problem Management, ITSM, consulting, and partner/vendor management — and in developing people. I lead through a "Model, Coach, Care" philosophy, aligning KPIs with talent growth to deliver measurable gains in customer satisfaction, team productivity, and service resilience. Always glad to connect with peers and leaders in Customer Experience, Service Reliability, and AI-enabled support.

Location

Greater Bengaluru Area

AI stack

github copilot

openclaw

ChatGPT

ChatGPT Images

Microsoft Copilot

Work experience

Service Manager at Microsoft, Jun 2025 - Present · 1 yr 5 mos, Bengaluru, Karnataka, India, As a Chief Operating Officer, I lead large-scale, mission-critical programs focused on service reliability and problem management for enterprise clients, including the largest retailer in the UK and one of the top four global financial services institutions. I drive end-to-end program governance, root cause analysis, and systemic remediation while ensuring seamless delivery of Microsoft services through proactive monitoring and escalation management. Partnering with engineering, product, and operations teams, I have delivered measurable outcomes, achieving a 100% zero-incident record during the UK retailer’s peak seasonal sale, safeguarding millions in revenue, and strengthening reliability for the FSI client through streamlined escalation workflows and executive-ready communications. My initiatives reduced high-severity incident resolution time by 30%, improved SLA compliance to 99.9%, and cut repeat escalations by 25%. At CVP and President engagement levels, I orchestrated executive war-room governance and continuous improvement programs, aligning technical solutions with business priorities to enhance resilience, customer trust, and operational efficiency.

Sr. Support Escalation Manager at Microsoft, Sep 2023 - Jun 2025 · 1 yr 10 mos, Bengaluru, Karnataka, India, Resolved high-stakes customer crises globally, ensuring business continuity and trust by leading 24x7 support during complex, mission-critical, or politically sensitive scenarios. Accelerated resolution of escalations, removing blockers and restoring service health by swiftly engaging with stakeholders and driving problem management. Enabled informed, confident decision-making at all levels, through tailored, high-impact communications and executive-ready updates grounded in business context. Orchestrated seamless cross-functional issue resolution, by aligning internal teams and external partners during critical escalations. Strengthened long-term customer relationships and loyalty, by acting as a trusted advisor with a proactive, outcome-focused approach. Drove business alignment and visibility, by translating complex objectives into clear, strategic narratives that highlight innovation and success. Improved service reliability and internal processes, by identifying systemic breakdowns and championing continuous improvement initiatives.

Support Escalation Engineer at Microsoft, Apr 2023 - Sep 2023 · 6 mos, Bengaluru, Karnataka, India, Ensured rapid and effective resolution of critical customer issues, by leading incident management across Strategic and Premier accounts—coordinating Teams and Delivery Partners, managing backlogs, and driving timely communications on escalated cases. Minimized business disruption and reinforced trust, by serving as the escalation anchor for team managers—driving resolution of high-priority issues and collaborating with specialized escalation teams to implement sustainable fixes. Enabled long-term problem prevention, through continuous feedback loops to key stakeholders, helping them recognize and act on recurring risks and systemic gaps. Safeguarded executive relationships and reputation, by handling politically sensitive, high-impact escalations and executive incidents in close coordination with the SPO-ODB Engineering and Product Group (PG) teams. Elevated team capability and knowledge depth, by contributing to SPO training initiatives, mentoring resources, and providing on-demand consulting on SPO/ODB and associated technologies.

Sr. Sharepoint Administrator at Datavail, Nov 2016 - Jun 2018 · 1 yr 8 mos, Mumbai Metropolitan Region, Managed SharePoint environments across 10+ clients, including 5 Fortune 500 companies—covering SP2010, SP2013, O365, and SPO. Led high-impact migrations (on-prem to on-prem & on-prem to SPO), ensuring smooth transitions and infrastructure upgrades. Acted as escalation and technical POC, resolving complex issues for Tier 1 & 2 engineers and advising clients on architecture enhancements. Upskilled teams and improved performance, through technical trainings, metrics-driven coaching, and hands-on support on advanced issues.

SharePoint Architect at Cognizant India Pvt. Ltd., Sep 2014 - Oct 2016 · 2 yrs 2 mos, Mumbai, Maharashtra, India, Led architecture and administration of 9 SharePoint environments (6 SP2010, 3 SP2013 farms) for a major U.S. retail chain, ensuring maximum uptime, high availability, and successful farm migrations from SP2010 to SP2013. Improved system reliability and performance, through proactive health checks, Level 2/3 incident resolution, backup planning, DR validation, and AWS collaboration. Designed and implemented a SharePoint-O365 Hybrid Architecture (incl. ADFS 3.0, Azure AD Sync, and SAML Claims) for a U.S. consumer goods client—successfully delivering two-way hybrid search and seamless SSO. Served as a trusted SharePoint consultant for enterprise clients like Xerox, Kotak, Cummins, and Reliance—supporting deployments, troubleshooting, and environment scaling for SP2010/2013 platforms.

Technical Consultant at Wipro Digital Operations and Platforms, May 2011 - Sep 2014 · 3 yrs 5 mos, Mumbai Metropolitan Region, Resolved complex SharePoint issues across SP2007/2010/2013 environments that Tier 1 engineers couldn’t resolve, ensuring customer satisfaction and service continuity. Mentored and reviewed Tier 1 engineers, improving issue resolution quality and contributing to team performance goals. Conducted regular knowledge-sharing sessions and maintained a comprehensive troubleshooting knowledge base. Promoted best practices and process consistency, helping the team consistently meet monthly resolution and quality targets.

Aircraft Maintenance Technician at Air India Limited, Oct 2010 - Apr 2011 · 7 mos, Mumbai, Maharashtra, India, Ensured airworthiness and safety compliance through scheduled and unscheduled aircraft maintenance. Maintained strict adherence to aviation regulations, company protocols, and safety standards for both aircraft and engineering personnel. Oversaw accurate documentation and certification of all maintenance activities, ensuring audit readiness and operational continuity. Upheld high-performance standards, supporting timely serviceability and readiness of assigned aircraft.

Education

Certification in Aircraft Maintenance Engineering, Aviation Electronics, The Bombay Flying Club