Sajan Kumar Email & Phone Number

Microsoft - Operations LeadTeams: Major Incident Managment & Command Center Managing both RTM (Real-Time Monitoring) and WFM (Workforce Management) teams as part of the Operational Command Center.Process Optimization: Analyze and define enhancements to improve existing business systems.Reporting: Prepare insightful reports by collecting, analyzing, and summarizing trends.Collaboration: Work closely with global and regional leads to streamline processes.Performance Analysis: Assess historic staffing utilization and resource deployment to drive continuous improvement.Key Responsibilities:Develop and oversee a 24x7 Real-Time Monitoring team for Microsoft Consumer-supported products.Analyze real-time data to identify and address undesired trends in metrics such as service level (SL), average wait time, staffing, and AHT (Average Handle Time).Conduct real-time monitoring of Contact Center Services, tracking call volumes, SLAs, queue times, and agent availability.Generate KPI reports (intra-day, daily, weekly, and monthly) and ensure timely insights.Trigger real-time responses to priority incidents (P1-P4), coordinate bridge calls, and alert stakeholders as per pre-agreed procedures.Identify gaps and opportunities, develop recommendations, and adjust plans to optimize resource utilization and protect service levels dynamically.

Hyderabad, Telangana, India

Analyze and define specifications for enhancements in performanc,e of existing business system.Prepares reports by collecting, analyzing, and summarizing information and trends.Closely work with Global functional and Regional leads on streamlining the processes. Identifying areas potentially impacting end user experience adversely and identifying improvements to the process to facilitate improvement in end user experience. Establish & conduct regular review sessions with stake holders to fully understand their needs, challenges and obtain direct feedback on the various services.Work with the Service Desk teams to review the process workflows and identify gaps and try to eliminate differences/nonstandard practices.WFM Lead: Role also includes WFM Lead objectives, to optimize the productivity of employees. Also forecasting headcount requirements and creating and managing staff schedules to accomplish a particular task on a day-to-day and hour-to-hour basis.Knowledge Manager: Evaluate requirements to create new knowledge bases and implement as per standards Support in designing knowledge workflows, set knowledge properties, and manage knowledge forms Accountable for ensuring that processes are fit for purpose, efficient and effective and align with business requirements and strategy. Accountable for the resolution of issues relating to the Knowledge Management process, its interfaces with other ITIL disciplines and other business functions. Responsible for reviewing the process. Ensure knowledge is delivered and improved in a timely manner.

Hyderabad, Telangana, India

Worked as Senior Technical LeadResponsible for all the first level, second level technical issues and providing the training for the level 1 level 2 analyst and also part of Microsoft 0365 migration.Finding of the road cause for the issue and driving that for the solution to the users.

Hyderabad Area, India

Worked as System Engineer and Level 2 team for HSBC users accross the globe. Troubleshooting the issues related to Lotus notes ,MS Outlook ,office 365 Migration,and mobile devices Migration,Intune configuration, MDM Policy Alignment, Group Policy updates,

Pondicherry,Inda