Summary
Overview
Work History
Education
Skills
Certification
Projects
Accomplishments
Languages
Timeline
Generic
Abhisek Sahoo

Abhisek Sahoo

Hyderabad

Summary

Motivated Team Lead possessing excellent leadership and planning abilities. Focused on delivering on tight schedules. Monitors, trains, and encourages employees to improve skills and meet demanding targets. History of successfully developing and managing strong teams through proactive training and issue management.

Overview

12
12
years of professional experience
1
1
Certification

Work History

Team Lead - Azure Capacity Customer Experience

LTIMindtree
Hyderabad
04.2021 - Current
  • Hired as a Cloud Engineering Specialist (Azure Quotas) and promoted to Technical Lead based on strong performance, domain expertise in Azure infrastructure, and customer success.
  • Leading a high-performing team of 15 engineers, managing daily operations, prioritizing issues, and delivering cloud support across Azure subscriptions and capacity management.
  • Consistently delivered top-tier customer satisfaction (CSAT) scores. Recognized as the top-performing alignment in terms of CSAT across teams, resulting in a 60% improvement in customer satisfaction metrics.
  • Maintained strong First Day Resolution (FDR) and First Week Resolution (FWR) scores, leading to year-on-year SLA bonuses awarded by the client.
  • Using tools like DFM and ICM for ticket lifecycle management, leveraging Power BI for comprehensive reporting, and utilizing JARVIS for Azure quota stamping.
  • Spearheaded automation initiatives—including QMS implementation on DFM cases and Microsoft Teams integration for real-time SLA alerts—reducing the average case resolution time, and significantly improving SLA compliance.
  • Perform case reviews and scrubs to maintain case hygiene, improve documentation quality, and ensure issue resolutions are technically thorough and customer-friendly.
  • Responsible for high-severity issue handling, including timely escalations, RCA documentation, and precise handoff procedures across shifts and regions.
  • Conduct engineering performance reviews and feedback sessions, tracking KPIs through detailed daily, weekly, and monthly reporting dashboards.
  • Drive strategic communication with clients and internal stakeholders through scheduled daily, weekly, and monthly sync-ups, providing updates on metrics, escalations, and improvement plans.
  • Continuously update internal processes and train team members on evolving best practices, ensuring alignment with Microsoft standards and changes in Azure services.

Service Delivery Specialist (Windows Server)

IBM India Pvt Ltd
Hyderabad
07.2016 - 04.2021
  • Troubleshooting servers and clusters for the client-server environment.
  • Segregating and assigning workload to the team.
  • Troubleshooting, monitoring, and fixing issues with Windows servers as part of the technical team.
  • Resolving the tickets within fixed SLAs.
  • Working with multiple teams to keep the infrastructure stable and live.
  • Maintaining a proper escalation matrix.
  • Effectively using ticketing tools like Maximo and Remedy Snow.
  • Conducting daily team huddles for the latest client, severity updates, and shift handovers.
  • Making daily, weekly, and monthly reports to include incidents, PRs, changes, and SRs.
  • Participating in weekly and monthly client calls.

IT Service Desk Executive

2COMS Consulting
Hyderabad
05.2015 - 06.2016
  • Troubleshooting application and operating system issues for client systems.
  • Maintaining mailboxes for high-severity issues and escalations.
  • Providing remote technical support assistance to client personnel on multiple applications.
  • Documenting incident-related information using a variety of tools, techniques, and procedures.
  • Selecting appropriate actions to resolve problems, and communicating them to the client.
  • Providing hardware or software technical support assistance to clients in multi-vendor, multi-protocol networks/systems in a high-availability product environment.
  • Making use of the knowledge base available to solve problems, and adding more articles through research on relevant issues.

Technical Support Associate

Teleperformance
Jaipur
09.2013 - 06.2014
  • Providing remote technical assistance to end users of Microsoft Windows, Office 365, SharePoint, and OneDrive.
  • Making use of the tools provided to take remote access of the user's computer and solve issues promptly, maintaining the SLAs.
  • Using a ticketing tool to record each interaction with end users, and documenting the steps taken to resolve the issue.
  • Making use of the knowledge base available to solve problems, and adding more articles through research on relevant issues.

Education

Bachelor of Computer Applications -

IGNOU
Bhubaneswar
01.2013

Skills

Azure infrastructure management
Cloud support services
Ticket lifecycle management strategies
Automation initiatives implementation
Technical documentation creation
Incident management practices
Dynamics for Microsoft (DFM)
Ticketing tools
Team management
Cloud computing
Customer experience
Agile methodologies
Technical assistance and support
Root cause analysis (RCA)
Operating systems expertise
Troubleshooting
Service delivery management
Problem resolution strategies
Change management

Certification

  • Microsoft Certified: Azure Fundamentals (AZ-900), 03/23
  • Microsoft Certified: Azure Administrator (AZ-104), 05/25

Projects

Prometric BMC (Burst Mode Client) Setup, Bhubaneshwar, Odisha, 11/01/14, 12/01/14, Held the position of Senior Engineer and handled a team of 7 junior engineers., Supervised the overall workflow and adhered to deadlines by following protocols., Set up seven complete labs for the online All India PG Entrance exam for medical professionals in Bhubaneswar., Successfully installed and operated 14 servers, seven proxies, 14 admin stations and over 300 workstations., Participated in brainstorming sessions for effective utilization of resources and manpower.

Accomplishments

  • Promoted to team lead based on performance
  • Received multiple customer and leadership appreciations for handling complex escalations

Languages

Odiya
First Language
English
Proficient (C2)
C2
Hindi
Proficient (C2)
C2

Timeline

Team Lead - Azure Capacity Customer Experience

LTIMindtree
04.2021 - Current

Service Delivery Specialist (Windows Server)

IBM India Pvt Ltd
07.2016 - 04.2021

IT Service Desk Executive

2COMS Consulting
05.2015 - 06.2016

Technical Support Associate

Teleperformance
09.2013 - 06.2014

Bachelor of Computer Applications -

IGNOU

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Abhisek Sahoo