Ruhi Masarrath
- Role
- Support Engineer Manager at Microsoft
- Location
- Hyderabad, IN
- LinkedIn followers
- 500 followers
About Ruhi Masarrath
As a Support Engineering Manager, I guide a high-performing, cross-functional team…
Experience
Support Engineer Manager
Oct 2021 — Present
Lead a diverse team of Support Engineers, Support Escalation Engineers, Technical Advisors, and Senior Technical Advisors with a prime focus on customer experience and driving the team’s professional development • Provide cross-engagement oversight, resource orchestration, and blocker escalation in close collaboration with key account team unit members and business partners supporting customer success • Define outcomes to improve process health, performance, and business capabilities of the prioritized workloads to drive customer satisfaction • Track, escalate, and plan for the remediation of technical blockers and provide engineering feedback to improvements thus leading to enhanced customer experience • Contribute to the success & implementation of programs/ Initiatives and Product, Technology, Service, Solution and Process improvements • Attract, build, develop, and lead a high-performing, efficient customer success-focused team • Conduct performance review and career development discussions with each direct report
Skills
- IT Strategy
- Service-Level Agreements (Sla)
- Service Desk
- Bmc Remedy
- Citrix
- Incident Management
- Service Delivery
- Virtual Private Network (Vpn)
- Process Management
- Data Center
- IT Service Management
- Transition Management
- Project Management
- Itil V3 Foundations Certified
- Software Documentation
- Service Improvement
- Active Directory
- Itil Certified
- Problem Management
- Cmdb
- Troubleshooting
- Management
- Vendor Management
- Unix
- Service Management
- IT Management
- Outsourcing
- Vpn
- Change Management
- Configuration Management
- Team Management
- Sla
- Technical Support
- IT Outsourcing
- Networking
- Itil
- IT Operations
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