•Leading a team of SEs on Technical Ticket Management and on time case assignment (MS case buddy, MS DFM (Dynamics for Microsoft), MS VDM (Virtual Duty manager)) to the Microsoft premier, T3, SEE and regions restricted engineers).•Case Prioritization based on Severity / SLA metrics. Escalation handling and co-ordination with business stakeholders.•Preparation of business reports based on case assignments, case handling for the day by each cluster and sharing the same with business Management for visibility.•Resource Scheduling to align coverage of Duty managers for the 24/7operations. •First point of contact for TAM, CSM, IM and SE resources. •Work closely with technical and management Stakeholders to adapt to business needs and implement the same within the duty managers POD.•Participate in quarterly business reviews and workspace management meetings to provide input based on historical Volume trend.Work hand in hand with the Team Managers in identifying engineers who can work on providing accurate solution to customer issue and escalated cases.Work with DMs in other support groups to get customers the right support team when required.Collaborate with team identifying changes that could improve our level of service for customers.Make sure cases are moved to Engineers with the bandwidth (as and when possible) to do the call-backs. Inform the Engineers on how to contact the teams they would want to collaborate to reach a solution for the customer’s issue

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