Tajdar Salam

About Tajdar Salam

Dynamic and results-driven IT leader with extensive experience in Information Technology, Technical Support, and Team Leadership across leading organizations like Amazon Web Services (AWS) and Microsoft. I specialize in strategic planning, project management, and driving operational excellence to support organizational growth. With a strong focus on customer obsession, I prioritize delivering exceptional customer experiences and satisfaction through innovative solutions and cross-functional collaboration. I have a proven track record of motivating teams, fostering professional growth, and delivering consistent, measurable results. At AWS, I led and managed the BigData Premium Support team consisting of 20 CSE’s, focusing on the EMR (Elastic MapReduce) service for premium customers. My key achievements include driving case deflection efforts, which reduced case volume by 10% in just two months, and increasing regional subject matter experts. As the Global Service Experience Owner (SXO) for EMR, I drove continuous service improvement for EMR. I also led recruitment efforts for the BigData team and played a pivotal role in improving customer experience through various projects and initiatives. At Microsoft, I led a team of 20 Support Engineers and Technical Advisors, driving customer satisfaction for premier clients. I focused on grooming talent, managing support delivery for both proactive and reactive incidents, and improving operational metrics. I successfully implemented key projects, including cost-saving initiatives like HVLC (High Volume Low Complexity) planning and global pilot projects such as the MSaaS Auto Assignment tool. Additionally, I played a crucial role in fostering a customer-focused culture, contributing to key initiatives around diversity, inclusion, and people development. I mentored numerous team members into leadership and advanced technical roles, contributing to their growth as Team Managers, Technical Advisors, and Senior Escalation Engineers. With expertise in managing global teams, driving customer obsession, and improving operational performance, I am passionate about leveraging my skills to drive business growth, optimize performance, and ensure the highest level of customer satisfaction. Let\'s connect if you share a passion for IT innovation and operational excellence!

Experience

1. Technical Operations Manager

   Amazon Web Services (AWS)

   Sep 2020 — Present · Seattle, WA, US

Education

• Sri Jayachamarajendra College of Engineering

  Bachelor of Engineering (B.E.)

  1994 — 1999