---
title: "Sheetal Shivanand - Enterprise Support Manager - Global Strategic Accounts in Bengaluru | Tal"
description: "Meet Sheetal Shivanand, I build Support organizations that protect ARR and keep customers for life. When customers are anxious, I show up · People-first Support leader . Global teams · Microsoft · AWS · IBM. ICF Coach. Conscious Leadership based in Bengaluru. AI stack includes claude, openai, and p..."
image: "https://tal.club/meet/sheetal-shivannand/share-image"
---

# Sheetal Shivanand on Tal

## Headline

I build Support organizations that protect ARR and keep customers for life\. When customers are anxious, I show up · People\-first Support leader \. Global teams · Microsoft · AWS · IBM\. ICF Coach\. Conscious Leadership

## About

• Built and led global 24/7 Support organizations at scale: a 400\-person multi\-GEO Support org for Microsoft Dynamics 365 running round\-the\-clock operations, and oversaw a 400\+ person vendor ecosystem for Azure Support — delivering consistent SLA governance, quality frameworks, and operational excellence across every region\. • Drove AI\-augmented support transformation: integrated AI\-assisted tooling and automation into agent workflows to reduce resolution time and shift inbound volume to self\-serve deflection, improving both agent productivity and customer experience\. • Established and grew a bench of Support leads into senior operators — defining performance management frameworks, coaching structures, and succession pathways across globally distributed and async teams\. • Built robust Support reporting foundations: synthesized support telemetry, CSAT data, escalation patterns, and adoption metrics into dashboards that informed engineering prioritisation and CX strategy\. • Maintained a direct, hands\-on executive escalation practice — engaging personally with customer C\-suites during critical situations to de\-escalate, rebuild trust, and drive to resolution while protecting long\-term account retention\. • Partnered with Sales, Product, and CX leadership to connect Support outcomes to commercial goals — tracking escalation trends, customer health scores, and retention risk as operational metrics with direct input into renewal conversations\. • Set up, scaled, and led global product Support teams for Microsoft Dynamics 365 , Azure DevOps and various Azure Eco System offerings across multiple GEOs — owning hiring, operations, SLA delivery, and customer experience end\-to\-end for multi\-tenant SaaS platforms at enterprise scale\. A 50\-person Support org is a scale built, run, and grown from scratch multiple times across different products and geographies\. • Led enterprise Support for large\-scale organizations across financial services, media, and technology — sectors that map directly to the enterprise customer profiles\.

## Location

Bengaluru

## AI stack

claude

openai

perplexity

## Work experience

Enterprise Support Manager \- Global Strategic Accounts at Amazon Web Services \(AWS\), Jun 2025 \- Apr 2026 · 11 mos, Bengaluru, Karnataka, India, Led a globally distributed Technical Account Management organization — including senior technical architects and account managers — supporting enterprise cloud and AI transformation for AWS's most strategic accounts\. ▪ Owned delivery relationships with C\-suite stakeholders, defining cloud adoption roadmaps and executive governance frameworks across a matrixed, multi\-country account structure\. ▪ Facilitated AI/agent enablement discovery workshops with enterprise stakeholders — surfacing use cases and early requirements to inform adoption roadmap conversations alongside Solution Architects\. ▪ Partnered with Sales and Solution Architects to align delivery outcomes with account growth and long\-term commercial objectives — converting engagement quality into measurable retention and expansion\. ▪ Built customer health frameworks and risk escalation playbooks that improved early identification of at\-risk accounts and reduced churn exposure, serving as the senior escalation point for complex scenarios\. ▪ Facilitated executive architecture reviews and modernization workshops that accelerated cloud service adoption, building trust with customers and internal partners alike\.

Principal Customer Engineering Manager \- Azure Infrastructure & Security at Microsoft, Mar 2022 \- May 2025 · 3 yrs 3 mos, Bangalore Urban, Karnataka, India, • Drove multi\-million\-dollar Azure consumption growth by leading a team of Cloud Solutions Architects who acted as trusted advisors to enterprise customers, accelerating their Azure adoption journey\. • Accelerated cloud adoption, workload modernization, and security posture improvements by advocating & implementing Microsoft best practices, including the Cloud Adoption Framework, Well\-Architected Reviews, Landing Zone deployments, and Security Frameworks\. • Aligned stakeholders across FastTrack, Sales, Customer Success, and Product Engineering to amplify the customer voice, resolve adoption blockers, and eliminate technical impediments across the Azure ecosystem\. • Go\-to\-Market Acceleration o Partnered with Sales & Customer Success teams to define and execute technical GTM strategies, aligning field priorities with customer adoption goals\. o Launched and scaled field\-wide adoption programs such as Sentinel @scale, Defender @scale, Security for OpenAI, AKS, SAP workshops, and M365 Security POCs — driving demand generation and improving field readiness\. o Delivered interactive customer enablement sessions, boosting enterprise technical capability and accelerating Azure adoption timelines\.

Sr\. Customer Engineering Manager \- Azure at Microsoft, May 2020 \- Feb 2022 · 1 yr 10 mos, Bengaluru, Karnataka, India, • Built and led a high\-performing, cross\-functional engineering team to modernize Azure support by incubating and deploying the real\-time chat support program for Azure products\. • Partnered with platform & tooling teams to evaluate chat solutions through use cases and user testing, ran pilot programs, and iteratively improved the platform before overseeing a phased global migration\. • Collaborated with domain leaders and business owners to co\-create delivery models, ensuring modernization aligned with product strategy and customer needs\. • Standardized and scaled the initial program into reusable patterns, driving adoption across global delivery units\. • Operationalized chat support as the default frontline channel, improving accessibility and customer experience at scale\. • Served as a trusted advisor to domain teams, guiding prioritization and execution of modernization initiatives while fostering innovation and continuous improvement\. • Developed strategic roadmaps and release readiness programs to ensure new Azure products, platforms, and solutions were launch\-ready with integrated chat support\.

CSA Manager at Microsoft, May 2019 \- May 2020 · 1 yr 1 mo, In my role as a CSA Manager at Microsoft, I led the Remote Delivery Center Go\-Big initiative, optimizing team operations and balancing customer satisfaction\. I oversaw a team of 30\+ CSAs across Bangalore & Hyderabad, ensuring business inflow and readiness\.

Delivery Project Executive at IBM, Feb 2010 \- Jul 2014 · 4 yrs 6 mos, Bengaluru, Karnataka, India

Service Delivery Manager – SMB Web Hosting at Navisite, Mar 2009 \- Sep 2009 · 7 mos, Gurugram, Haryana, India

Service Delivery Manager at HCL Technologies \(Infrastructure Services Division\), Jul 2007 \- Jan 2009 · 1 yr 7 mos

## Education

Yoga Shiromani, Yoga Teacher Training/Yoga Therapy, The International Sivananda Yoga Vedanta Centres

Executive Programme in Strategic Operations Management & Supply Chain Analytics, Strategic Operations Management & Supply Chain Analytics, Indian Institute of Management, Lucknow

[View the original profile](https://tal.club/meet/sheetal-shivannand)

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