Headline

Digital Workplace Manager | M365 · Azure . Exchange · Teams · SharePoint · Intune · Entra ID | AI ITSM · –40% tickets | Secure Score 54→85

About

Most IT teams are still running a ticket queue. The team I lead at ShipBob isn't — because I designed and built Serval, an AI ITSM system that autonomously resolves incidents and service requests using policies, skills, and agentic workflows I architected from scratch. At ShipBob, I lead a 6-person engineering team that owns the full Microsoft 365 and Azure platform — Exchange Online, SharePoint Online, Teams, OneDrive, Intune, Entra ID, Conditional Access, and Microsoft Defender — across a 10,000+ user enterprise environment. My team builds the infrastructure, architects the security controls, and runs AI-native IT operations. We do not manage a support function. We engineer the platform that makes one unnecessary. The numbers: IT support volume down 50% from automation, then a further 40% via Serval. Defender Secure Score from 54 to 85. SharePoint storage reduced by 60%. These are architectural outcomes, not one-off projects. Before ShipBob, I spent 6 years at SoftwareONE engineering and consolidating Microsoft 365 environments across 4 tenants and 4,000 users through multiple corporate mergers — designing governance frameworks, migration architectures, and PowerShell/Graph API tooling that had to work across different environments, compliance requirements, and organisational timelines. Earlier in my career, I was embedded with Microsoft as a Tier 3 escalation engineer — resolving 250 cases per month across Exchange Online, Intune, Entra ID, and Azure identity, with a 4.9/5 CSAT and 96% SLA compliance. I authored the official OneDrive for Business FAQ published under Microsoft's name. I'm currently expanding Serval's autonomous resolution capabilities and building the measurement layer to track AI-driven outcomes by workflow category. I'm looking for Engineering Manager or Architect-level roles where I own the M365 and Azure identity platform, lead the engineering team that builds it, and drive AI-native workplace operations. If that's the scope you're hiring for: saurabh.dhull@gmail.com

Location

Gurugram

AI stack

claude

openai

claudecode

Microsoft Copilot

Wispr Flow

Work experience

Digital Workplace Manager at ShipBob, Jan 2025 - Present · 1 yr 8 mos, India, Designed, built, and tested Serval — an AI ITSM platform autonomously resolving IT incidents and service requests across 30 agentic workflows, 20 access policies, and multiple resolution skills — eliminating an additional 40% of IT support volume on top of a 50% reduction already achieved, cutting end-user wait time from hours to seconds. Hardened ShipBob's Microsoft 365 security posture from Secure Score 54 to 85 across a 6-person engineering team, implementing Conditional Access policies, Entra ID Protection, and Microsoft Defender for Endpoint and Office 365 across 10,000+ users and devices. Led cross-platform migration from Google Workspace to Microsoft 365 and Slack to Microsoft Teams, managing cutover planning, coexistence, and post-migration validation across Windows, macOS, iOS, and Android endpoints managed via Microsoft Intune.

Sr. Technology Solution Engineer at ShipBob, Sep 2022 - Mar 2025 · 2 yrs 7 mos, Gurugram, Automated 20+ IT operational processes using PowerShell and Microsoft Graph API — including onboarding, access provisioning, and identity lifecycle workflows — reducing IT support ticket volume by 50% across a 10,000+ user Microsoft 365 tenant. Architected Microsoft Intune device management for 10,000+ endpoints spanning Windows, macOS, iOS, and Android — implementing Autopilot provisioning, compliance policies, and application delivery across a fully cloud-managed device fleet. Enforced Microsoft 365 governance controls across Exchange Online, SharePoint Online, Microsoft Teams, OneDrive for Business, and Entra ID — reducing SharePoint storage consumption by 60% through data lifecycle policy implementation and governance framework design.

Engineer - Modern Workplace at SoftwareONE, Jan 2017 - Sep 2022 · 5 yrs 9 mos, Gurugram, Engineered and consolidated Microsoft 365 environments across 4 tenants and 4,000 users through multiple corporate mergers — managing tenant-to-tenant identity coexistence, Exchange Online migration, SharePoint governance alignment, and Entra ID integration under live business consolidation timelines. Built parameterized PowerShell and Microsoft Graph API tooling reusable across all tenant environments — reducing new environment onboarding effort by 80% and enforcing consistent security baselines, naming conventions, and RBAC models across post-merger entities. Administered Exchange Online, SharePoint Online, Microsoft Teams, OneDrive, Intune, and Entra ID across a multi-tenant internal estate, maintaining per-tenant documentation, runbooks, and configuration standards through each phase of organizational change.

Global Escalation Engineer at Convergys, May 2015 - Jan 2017 · 1 yr 9 mos, India, Client: Microsoft Resolved Tier 3 escalated Microsoft 365 incidents across Exchange Online, Intune, Entra ID (Azure AD), Skype for Business, and Windows — managing 250 cases per month with a 4.9/5 CSAT score and 96% SLA compliance under enterprise SLA pressure for Microsoft's direct customer accounts. Authored official Microsoft OneDrive for Business FAQ documentation published under Microsoft's name — selected as the Tier 3 engineer to produce customer-facing reference content adopted across the support organisation.

Senior Technical Support Executive at SupportMart, Mar 2013 - Nov 2013 · 9 mos, Gurugram, Haryana, India

Technical Support Officer at PCCare247, Mar 2012 - Feb 2013 · 1 yr, Gurugram, Haryana, India

Education

Bachelor of Technology - BTech, Computer Science, Kurukshetra university