Chetan Chintala

About Chetan Chintala

Senior Operations & Service Delivery Leader with 12+ years of experience driving large-scale technical and business operations across Microsoft, Google, and Amazon ecosystems. Proven expertise in leading multi-layered organizations (60–300+ members), scaling cloud & enterprise support functions, driving SLA governance, enhancing customer satisfaction, and leading operational transformation initiatives.Strong track record of translating business strategy into operational execution, improving customer experience metrics, and leading large distributed teams through structured governance and performance management frameworks. Adept at executive stakeholder communication, crisis management, and operational transformation initiatives.

Experience

1. Regional Lead Senior Operations Manager Technical Support (Microsoft 365)

   Infosys

   Jul 2024 — Present · Hyderabad, IN

   Lead regional operations for Microsoft 365 Technical Support, managing 3 Operations Managers and an 80+ member engineering organization.Own end-to-end service delivery across SMB, Mid-Market, and Enterprise customer segments within the region.Drive regional performance against key metrics including SLA adherence, CSAT, FCR, AHT, productivity, quality, and cost efficiency targets.Provide strategic direction and governance to Operations Managers to ensure consistent execution of operational plans.Establish quarterly and annual operational roadmaps aligned with business and customer objectives.Manage capacity planning, workforce forecasting, and budget optimization to support business growth.Act as regional escalation authority for high-impact customer incidents and executive-level concerns.Partner with cross-functional stakeholders including Engineering, Product, Global Delivery, and Customer Success to resolve systemic issues.Lead performance management cycles, succession planning, and leadership development for frontline and mid-level leaders.Drive continuous improvement initiatives focused on process optimization, automation, and reduction of repeat incidents.Review operational analytics and dashboards to identify trends, risks, and opportunities for service enhancement.Ensure adherence to compliance, data security, and Microsoft support governance standards.Present regional performance reports, insights, and strategic recommendations to senior leadership.Foster a high-performance culture focused on accountability, collaboration, and customer excellence.

Education

• Holy Mary Business School

  PGDM, Marketing Management

  2012 — 2014

• Viswa Bharathi College of Engineering

  B.Tech, Information Technology

  2008 — 2012

Skills

• Strategy
• Analysis
• B2b Marketing
• Marketing Strategy
• Social Networking
• B2c Marketing
• Team Management
• Microsoft Office
• Sales
• Share Trading
• C
• Online Marketing
• Business Development
• Digital Marketing
• Market Research
• Strategic Planning
• Event Management
• Google Adwords
• Training
• Core Java
• Powerpoint
• Online Advertising
• Windows
• Marketing
• Business Analysis
• Marketing Management
• Business Strategy
• C Language
• Ppc
• Public Speaking
• Real Estate
• Leadership
• Vendor Management
• Management
• Team Building
• Performance Management
• Crm