Nabil Baghdadi

Senior Partner Technical Advisor @Microsoft

Munich, DE

A Partner Technical Advisor (PTA) is a service delivery focused subject matter expert, responsible for incident metrics such as Customer Satisfaction (quality of the support experience), frontline engineer technical readiness and process compliance.Core Responsabilities:• Focus on the quality of engagement, working with the DP Quality teams• Provides Frontline Operations Metrics Oversight, defines and implements Get-to-green plans• Case management duties (incoming inspection, escalations, tech reviews/triage, wellness, reduced \"time to…\" measures)• Manages collaboration activities (reactive, proactive, cross-team for complex cases, escalation management, swarming, overall process)• Provides skill-gap analysis & readiness plans for Delivery Partner (DP) teams• Coordinates Readiness Content creation/delivery (identify needs for and contribute to readiness efforts)• Runs Non-Top Box Analysis and defines actions to reduce Non-Top Box rates• Provides technical & SME coaching for Delivery Partner (DP) Engineers/Advocates• Contributes to Supportability activities (case analysis and case pattern recognition, deflection initiatives, and other Supportability improvements working w/SPM & PG)• Release Management and Deployment for DP (ensure it happens, don\'t own directly)• Participate in DP ROB (WBR/QBR/MBR)• Lead or participate in building communities with peer delivery roles may be workload or specialty specific

Teschniche Universität Dresden

Diplom-Ingenieur, Informationstechnologie