Fazal Mohammed Faizan
Senior Escalation Engineer for Microsoft Azure at Microsoft
- Role
- Senior Escalation Engineer at Microsoft
- Location
- Bengaluru, KA, IN
- LinkedIn followers
- 500 followers
About Fazal Mohammed Faizan
Technical Advisor with 9+ years of experience in the Cloud Technology and an overall experience of 14+ years in IT Industry. Intend to build a career in Cloud with the Global leading corporate of Hi-Tech environment with committed & dedicated people, which will help me to explore myself fully and realize my potential. Willing to work as a key player in challenging and creative environment.
Experience
Senior Escalation Engineer
Sep 2013 — Present · Bengaluru, IN
o Triage issues through impact assessment and initial investigation.o Determine the priority of escalations received and ensure they are handled within the given SLA.o Analyze and resolve problems and provide regular updates to customers, Support Engineers and Development Operations teams to meet customer needs.o Simultaneously drive multiple issues to resolutions by relaying information between customers and appropriate Operations team.o Participate in shift support coverage schedules providing timely, reliable and high-quality responses.o Report on both Service issues and customer feedback.o Document known issues, issue reports and readiness for both internal and customer consumption.o Learn pre-release features for effective support upon release.o Act as substantial technical resource for Microsoft Azure Services.o Provide Feedback based on customer issues and drive platform improvement.
Education
Tunbridge High School
Indian Certificate of Secondary Education, High School/Secondary Certificate Programs
1990 — 2002
Al Ameen Pre University College
Department of Pre-University Education, Physics, Chemistry, Mathematics and Computer Science
2002 — 2005
Al-Ameen Institute of Information Science
Bachelor of Computer Applications, Computer Science
2005 — 2008
Skills
- Business Process Outsourcing (Bpo)
- Team Management
- Cloud Computing
- Software Project Management
- Bpo
- Crm
- Itil
- Sap
- Change Management
- Leadership
- Service Delivery
- Technical Support
- Call Centers
- Vendor Management
- Solution Selling
- Operations Management
- Business Continuity
- Project Management
- Business Strategy
- Customer Support
- Call Center
- Outsourcing
- Training
- Customer Satisfaction
- Salesforce.com
- Management
- Customer Service
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