Leading a team of 15 engineers including escalation engineers for all of their technical and administrative roadblocks. Coordinating with Product Group team for raising bugs and incidents for resolutions and design change request. Responsible for providing timely action plans to the level 1, escalation and senior escalation engineers. Handling escalations and working directly with Microsoft Technical Advisor and Support Escalation Engineer to resolve issues within desired SLA. Supporting high priority cases for same Collaborate on cross-team and cross-product technical issues by working with resources from other groups as needed to resolve issues Lead weekly business review (WBR) with Microsoft for our Vendor’s line of business assessment. Managing reporting of the data and statistics for the current line of business to keep record for our own vendor assessment.

Provided guidance to the engineers that are at Level 1 by submitting action plans for the issues. Engaging Technical Leads and Microsoft Technical Advisors for technical roadblocks

Provided guidance to the engineers that are at Level 1 by submitting action plans for the issues. Engaging Technical Leads and Microsoft Technical Advisors & Support Escalation Engineers for technical roadblocks

Picking up cases from queue for Exchange Online, SharePoint Online, and OneDrive for Business etc. Taking responsibility within the dynamic environment of the line of business in order to maintain smooth workflow.

Responsible for the troubleshooting related to Office suite like Outlook, Word, and Excel etc. Handled windows operating system related issue