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Rohit Sarangi

Leading Azure DevOps support for global enterprises | Ex. Sr. Partner Technical Leader at Microsoft | Escalation Management, Service Delivery, Engineer Readiness & Process Improvement | 21 yrs @MS | Azure | ITIL 4 | RHCT

Greater Bengaluru Area

18+ years of work experience

Microsoft
Aug 20242 yrs 3 mosPresent

Bengaluru

Responsibilities included in this role but not limited to the following. Team Readiness & Development: Ensuring timely case resolution by driving engineer readiness based on skills-gap analysis and product needs. Case Management (Delivery Excellence): Driving Technical Triages on upcoming products/complex technical subjects for overall improvement of team performance. Perform case reviews to derive actionable process or technical feedback, share at the regional or global level. Managing Collaborative Activities: Manage highly complex escalated problems, involving broad product knowledge and in-depth product specialty. Mentoring frontline support engineers and other Technical Advisors to be more effective collaborators. Supportability Activities: Contributing to customer self-help documentation and support volume deflection initiatives. Analyzing case trends to influence, improve, and/or propose fixes for the development teams to improve products and features. Process Improvement: Refining processes as needed by collaborating with Global Teams and Product Groups. Cooperating between Engineering Teams and Support Teams to ensure process is refined and works correctly. Working on early warning efforts to put plans in place to proactively mitigate issues.
Microsoft
Sep 20222 yrsAug 2024

Hybrid

Microsoft
Sep 201210 yrsAug 2022

Bangalore, India

Currently working as Azure DevOps Technical Advisor and managing a team of frontline engineers. Key responsibilities include guiding the engineers for working with the customers and help resolve the cases. Delivering trainings for Azure DevOps service management. Deploying responsibilities to team members and to follow Standard Operating Procedures (SOPs) and maintain a decorum in the team. SOPs include Capturing requirement, Issue Scoping, Prioritization and Resolving customer issues by troubleshooting and diagnosing problems to accurately resolve wide range of technical issues. Hiring and Managing new hire and on job product trainings, case reviews, OOF and shifts, also review process and customer escalations. Diffusing high severity critically challenged technical issues. Collaborating with various internal product support teams and stake holders for case/ticket resolutions by prioritizing work and meeting deadlines. Managing cross team collaboration to take control of multi technology and politically confronted cases. Constantly working with the Escalation team / Product Group / Software developer teams for discussing the current issues faced by customers and how to improvise on them. Conducting triages with Product Group for Feature requests, Product bugs and Hot fix requirements in the RedZone meetings. Successfully executed an organization wide project called “Collaborate to Win”. This was able to effectively address the long running collaboration challenges faced by different teams in the organization. Managed and contributed for publishing blogs and customer facing knowledge base articles. Also providing feedback on public documents that needed improvement and fixing them.
IBM
Jan 20023 yrs 7 mosJul 2005

Gurgaon, India

Worked IBM Daksh India Pvt Ltd, for 2 years and 6 months. My role was to provide word class support for HP/Compaq computers and printer. Later I grew in the organization to become a Technical Lead with responsibility of managing a team of 15 people. Reviewing their cases and providing technical and quality feed backs. Also, handling customer escalations. Tech support process of HP world’s second largest PC manufacture’s. Guiding customers for installing and configuring Operating systems, Applications and Drivers. The responsibilities also included, achieving 75% customer satisfaction. Conducted new hire Product & Process trainings for about 4 to 5 new hire batches.
NIIT Limited
Sep 20002 yrsAug 2002

As MRC Responsibilities were to managing and maintaining Novell NetWare 4.1, WinNT 4.0 Network, SCO Unix V (Multi Server Network). Installing and maintaining software managing user accounts etc. As a Faculty I taught the following. Teaching JDK1.2, MS-SQL7.0 (Connecting through JDBC-ODBC). Linux Usage and Linux Administrations Classes. Teaching C and C++ programming, on Linux/Unix and DOS/Windows platforms. Project Guide for a "Call Center" project using C++ and MySql on Linux Platform. Teaching Application Development and COM Components in Visual Basic. Teaching Developing COM Components using Visual C++. Teaching Oracle8 SQL and PL/SQL.
NIIT
Sep 20002 yrsAug 2002

As MRC Responsibilities were to managing and maintaining Novell NetWare 4.1, WinNT 4.0 Network, SCO Unix V (Multi Server Network). Installing and maintaining software managing user accounts etc. As a Faculty I taught the following. Teaching JDK1.2, MS-SQL7.0 (Connecting through JDBC-ODBC). Linux Usage and Linux Administrations Classes. Teaching C and C++ programming, on Linux/Unix and DOS/Windows platforms. Project Guide for a "Call Center" project using C++ and MySql on Linux Platform. Teaching Application Development and COM Components in Visual Basic. Teaching Developing COM Components using Visual C++. Teaching Oracle8 SQL and PL/SQL.

Rohit’s AI Stack

claude
claude
gemini
gemini
notebooklm
notebooklm
Microsoft Copilot
Microsoft Copilot

Education

Indira Gandhi National Open University

Master of Computer Applications - MCA, Computer Application

Indira Gandhi National Open University

20023 yrs2005
National Institute of Information Technology

Advance Diploma, Computer Programming, Specific Applications

National Institute of Information Technology

19993 yrs2002

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Headline

Leading Azure DevOps support for global enterprises | Ex. Sr. Partner Technical Leader at Microsoft | Escalation Management, Service Delivery, Engineer Readiness & Process Improvement | 21 yrs @MS | Azure | ITIL 4 | RHCT

About

Seasoned IT Expert with over 25 years of experience in Information Technology, including two decades at Microsoft in progressively senior Technical Roles. Currently leading Azure DevOps Technical Support, providing expert guidance and solutions to customers ranging from Individuals to Global Enterprises. Highly skilled in modern computing paradigms and cross-platform cloud technologies including Microsoft Azure, AWS, and GCP. Demonstrated expertise in Customer Incident Management, Escalation Management, Change Management, and IT Service Delivery, empowered by a strong foundation in ITIL and ITSM best practices. Proven track record in building, leading, and nurturing high-performance, cross-functional teams, fostering a culture of excellence, collaboration, and continuous improvement. Passionate about driving customer-centric innovation, scaling technical operations, and enabling organizational growth through Strategic Leadership.

Location

Greater Bengaluru Area

AI stack

claude

gemini

notebooklm

Microsoft Copilot

Work experience

Senior Partner Technical Advisor at Microsoft, Aug 2024 - Present · 2 yrs 3 mos, Bengaluru, Responsibilities included in this role but not limited to the following. Team Readiness & Development: Ensuring timely case resolution by driving engineer readiness based on skills-gap analysis and product needs. Case Management (Delivery Excellence): Driving Technical Triages on upcoming products/complex technical subjects for overall improvement of team performance. Perform case reviews to derive actionable process or technical feedback, share at the regional or global level. Managing Collaborative Activities: Manage highly complex escalated problems, involving broad product knowledge and in-depth product specialty. Mentoring frontline support engineers and other Technical Advisors to be more effective collaborators. Supportability Activities: Contributing to customer self-help documentation and support volume deflection initiatives. Analyzing case trends to influence, improve, and/or propose fixes for the development teams to improve products and features. Process Improvement: Refining processes as needed by collaborating with Global Teams and Product Groups. Cooperating between Engineering Teams and Support Teams to ensure process is refined and works correctly. Working on early warning efforts to put plans in place to proactively mitigate issues.

Partner Technical Advisor at Microsoft, Sep 2022 - Aug 2024 · 2 yrs, Hybrid

Technical Advisor at Microsoft, Sep 2012 - Aug 2022 · 10 yrs, Bangalore, India, Currently working as Azure DevOps Technical Advisor and managing a team of frontline engineers. Key responsibilities include guiding the engineers for working with the customers and help resolve the cases. Delivering trainings for Azure DevOps service management. Deploying responsibilities to team members and to follow Standard Operating Procedures (SOPs) and maintain a decorum in the team. SOPs include Capturing requirement, Issue Scoping, Prioritization and Resolving customer issues by troubleshooting and diagnosing problems to accurately resolve wide range of technical issues. Hiring and Managing new hire and on job product trainings, case reviews, OOF and shifts, also review process and customer escalations. Diffusing high severity critically challenged technical issues. Collaborating with various internal product support teams and stake holders for case/ticket resolutions by prioritizing work and meeting deadlines. Managing cross team collaboration to take control of multi technology and politically confronted cases. Constantly working with the Escalation team / Product Group / Software developer teams for discussing the current issues faced by customers and how to improvise on them. Conducting triages with Product Group for Feature requests, Product bugs and Hot fix requirements in the RedZone meetings. Successfully executed an organization wide project called “Collaborate to Win”. This was able to effectively address the long running collaboration challenges faced by different teams in the organization. Managed and contributed for publishing blogs and customer facing knowledge base articles. Also providing feedback on public documents that needed improvement and fixing them.

Technical lead at IBM, Jan 2002 - Jul 2005 · 3 yrs 7 mos, Gurgaon, India, Worked IBM Daksh India Pvt Ltd, for 2 years and 6 months. My role was to provide word class support for HP/Compaq computers and printer. Later I grew in the organization to become a Technical Lead with responsibility of managing a team of 15 people. Reviewing their cases and providing technical and quality feed backs. Also, handling customer escalations. Tech support process of HP world’s second largest PC manufacture’s. Guiding customers for installing and configuring Operating systems, Applications and Drivers. The responsibilities also included, achieving 75% customer satisfaction. Conducted new hire Product & Process trainings for about 4 to 5 new hire batches.

Faculty and Machine Room Coordinator at NIIT Limited, Sep 2000 - Aug 2002 · 2 yrs, As MRC Responsibilities were to managing and maintaining Novell NetWare 4.1, WinNT 4.0 Network, SCO Unix V (Multi Server Network). Installing and maintaining software managing user accounts etc. As a Faculty I taught the following. Teaching JDK1.2, MS-SQL7.0 (Connecting through JDBC-ODBC). Linux Usage and Linux Administrations Classes. Teaching C and C++ programming, on Linux/Unix and DOS/Windows platforms. Project Guide for a "Call Center" project using C++ and MySql on Linux Platform. Teaching Application Development and COM Components in Visual Basic. Teaching Developing COM Components using Visual C++. Teaching Oracle8 SQL and PL/SQL.

Faculty Coordinator at NIIT, Sep 2000 - Aug 2002 · 2 yrs, As MRC Responsibilities were to managing and maintaining Novell NetWare 4.1, WinNT 4.0 Network, SCO Unix V (Multi Server Network). Installing and maintaining software managing user accounts etc. As a Faculty I taught the following. Teaching JDK1.2, MS-SQL7.0 (Connecting through JDBC-ODBC). Linux Usage and Linux Administrations Classes. Teaching C and C++ programming, on Linux/Unix and DOS/Windows platforms. Project Guide for a "Call Center" project using C++ and MySql on Linux Platform. Teaching Application Development and COM Components in Visual Basic. Teaching Developing COM Components using Visual C++. Teaching Oracle8 SQL and PL/SQL.

Education

Master of Computer Applications - MCA, Computer Application, Indira Gandhi National Open University

Advance Diploma, Computer Programming, Specific Applications, National Institute of Information Technology