Hridya Shetty
Senior Support Engineering Manager at Microsoft
- Role
- Sr Support Engineering Manager at Microsoft
- Location
- Hyderabad, TG, IN
- LinkedIn followers
- 500 followers
About Hridya Shetty
I am a dedicated and results-driven Senior Support Engineering Manager at Microsoft, with over a decade of extensive experience in Customer Service, Support, and Operations Management. Throughout my career, I have consistently demonstrated my ability to exceed performance targets and drive organizational success by taking on various roles and responsibilities.Professional Journey:Technical Support Associate: Started my career by providing technical support and resolving customer issues efficiently.Customer Service Advisor: Enhanced customer satisfaction by delivering exceptional service and support.Mentor and Transition Expert: Guided new team members and facilitated smooth transitions during organizational changes.Subject Matter Expert: Developed deep expertise in specific areas, providing valuable insights and solutions.Product and Process Trainer: Conducted training sessions to improve team knowledge and performance.Cross Skill Trainer: Enabled team members to acquire new skills and adapt to evolving business needs.Team Coach and Quality Coach: Focused on improving team performance and maintaining high-quality standards.Acting Team Leader and Team Manager: Led teams to achieve their goals and manage customer relationships effectively.
Experience
Sr Support Engineering Manager
Jan 2025 — Present · Hyderabad, IN
As a Senior Support Engineering Manager, I lead a team of support engineers/Partner Technical Advisors with deep product knowledge to resolve customer technical issues. I manage customer relationships from a support perspective, enable my team to deliver exceptional customer experiences, and drive Microsoft Product Improvement. Responsibilities:People Management: Leading a team of product experts to solve complex customer technical issues by practicing leadership principles, driving accountability, and attracting/retaining top talent.Response and Resolution: Managing customer relationships regarding Technical Support and acting as an escalation point for Support Engineers to remove roadblocks.Readiness: Ensuring my team possesses the technical skills required to provide outstanding customer experiences.Product/Process Improvement: Ensuring my team understands the product feedback cycle and participates in case triage meetings. Identifying the right resources to implement automation or tools.Business Integration: Developing engagement strategies to promote effective collaboration across teams and organizations to deliver excellent customer experiences.
Education
Yashwantrao Chavan Maharashtra University
Bachelor's degree, Marketing/Marketing Management
2012 — 2016
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