- Serves as aprimary escalation point for the responsible client manager for all operational issues- Maintain communication with the client to all software related issues- Ensures that all targets and SLAs are met- Monitors specific KPIs to ensure proper delivery of the business on a daily and monthly basis- Attends regular operational and business review meetings, prepares upfront with the required data- Designs and improves processes- Participate in the recruitment process, interviews candidates- Manage the staffing needs and contribute to the development of the staff's skill set-

- Be a point of contact with Microsoft clients.- Develops and delivers training material to ensure technical and process knowledge in the team.- Analyzes technical and process knowledge of the team members and identifies gaps, develops initiatives to imrpove.- Develops and contributes to the development of internal documents , policies, procedures and technical materials. - Help engineers from the lower levels of support solve complex problems, participate in meetings with the engineers whenever needed.- Engage other teams for the resolution of complex issues.- Contributes to the hiring process.- Contributes positively and effectively for the achievemnt of Team goals.

- Accept, prioritize, analyze and resolve assigned client requests within predefined timeline and with the expected quality.- Use various tools and knowledge to resolve technical issues, related to the client's Azure infrastructure.- Communicates with the clients over email and phone to collect additional information to help with resolution.- Engage with other teams and engineersfor the resolution of complext problems, seek help from higher level support andSubject Matter Experts to foster faster resolution.

- Managing the day-to-day team operations to deliver the set KPIs- Updating and synchronizing local schedule with the client's schedule, taking care of all planned and unplanned absence- Taking part in the recruitment process for external candidates who want to become part of the company and internal employees who apply for development programs- Maintaining communication between WFH and WFO employees- Engaging, motivating and influencing the team members to perform at their best.- Developing, coaching and helping the team to reach our goals- Providing constructive and positive feedback

• Managed call flow and responded to technical support needs of customers.• Trained end-users in My Sky App, Sky Email and Sky Go.• Demonstrated professionalism and courtesy with customers at all times.• Answered telephone calls promptly and minimized delays that could lead to abandoned calls.• Researched, troubleshot and resolved complex problems independently.• Followed up with clients to ensure optimal customer satisfaction.• Resolved problems with malfunctioning products.• Provided support and feedback to individuals and on team level to new groups in the project.