Ambarish Singh
Bengaluru
Summary
Senior technology professional with 19+ years of experience across Microsoft 365, customer success, technical advisory, enterprise escalation management, service delivery, and support leadership. Deep expertise across SharePoint Online, OneDrive, Teams, Project Online, Project for the web, Planner, Power Platform, Dataverse, Microsoft Copilot, Entra ID, and Azure fundamentals. Known for translating complex technical issues into customer-focused outcomes, driving stakeholder alignment, collaborating with product and engineering teams, and improving support operations through readiness, mentoring, governance, and process improvement.
Overview
5
5
Certification
21
21
years of professional experience
Work History
Senior Support Escalation Engineer - Project & Planner Support
Microsoft
11.2024 - Current
- Own complex customer escalations across Microsoft Project, Planner, Project for the web, Project Online, Project Web App, Project Professional client, Planner Premium, and Project Server.
- Advise customers on modernization, migration readiness, product adoption, licensing considerations, operational best practices, and support-scope clarity.
- Coordinate with Product Group, engineering, CSAMs, support engineers, and customer stakeholders to gather repro steps, logs, recordings, impact statements, tenant details, and validation evidence.
- Troubleshoot plan access, task visibility, calendar sync, plan deletion, Teams/Planner notification behavior, Project Server provisioning, Power BI templates, Dataverse-backed Project entities, and Copilot scenarios.
- Support Microsoft 365 Copilot and Copilot in Planner readiness through feature-behavior interpretation, routing guidance, licensing/access explanation, known-issue awareness, and evidence-based communication.
Partner Technical Consultant - SharePoint Online
Microsoft
01.2015 - 10.2026
- Provided Tier 3 technical consultation for SharePoint Online partner cases with emphasis on deep troubleshooting, issue isolation, diagnostic evidence, and clear partner communication.
- Documented support patterns, caveats, best practices, and reusable guidance to improve partner success and support consistency.
- Collaborated with Product Group teams during service incidents, bugs, and outages, helping maintain customer communication flow and timely escalation handling.
Senior Partner Technical Advisor - SharePoint Online / OneDrive / Modern Work
Microsoft
11.2016 - 10.2024
- Led three SharePoint Online partner support PODs across partner support, modern support, and critical-situation delivery, sustaining strong customer satisfaction and escalation governance.
- Scaled partner support readiness from 6 to approximately 70 engineers supporting around 1,200 cases per month, improving capability, quality, and operational consistency.
- Developed readiness plans, playbooks, enablement content, and trackers that enabled 100% critical-situation volume transition and stronger delivery discipline.
- Conducted monthly business reviews with leadership covering support health, escalation trends, operational wins, readiness gaps, resource issues, and improvement opportunities.
- Served as certified CBCF trainer, onboarding new CSS hires and coaching engineers on troubleshooting, communication quality, escalation handling, and support-process discipline.
Technical Leader - SharePoint
Larsen & Toubro Infotech
01.2012 - 01.2015
- Designed SharePoint Server farm architecture and conducted infrastructure assessments, capacity planning, and health-improvement strategies to enhance system performance.
- Managed offshore SharePoint teams, delivered stakeholder reports, and implemented best practices to resolve escalated production support and performance issues.
- Automated SharePoint backup, service application configuration, and farm administration using PowerShell to streamline deployment and support processes.
Technical Leader / Technical Support Executive
03.2006 - 01.2012
- Developed expertise in enterprise technical support, SharePoint administration, customer communication, team-level support leadership, troubleshooting, and operational reporting at Wipro BPO and Convergys India.
- Led cross-functional teams to develop innovative technical solutions.
- Coordinated project timelines and resources for successful product launches.
- Mentored junior engineers to enhance their technical skills and performance.
Education
General Management -
IIM Kozhikode
01-2022
B.Sc. - Information Technology
Sikkim Manipal University
01-2005
Skills
- Customer Success & Advisory
- Adoption strategy
- Business impact analysis
- Success planning
- Stakeholder management
- Executive communication
- Microsoft 365
- SharePoint Online
- OneDrive
- Teams
- Project Online
- Project for the web
- Planner
- Planner Premium
- Project Server
- Escalation & Diagnostics
- Root-cause isolation
- Repro evidence
- HAR/log review
- PowerShell
- Graph/REST validation
- Power Platform
- Data & AI
- Power Automate
- Power Apps
- Power BI
- Dataverse
- Model-driven apps
- Microsoft 365 Copilot
- AI-900
Timeline
Senior Support Escalation Engineer - Project & Planner Support
Microsoft
11.2024 - Current
Senior Partner Technical Advisor - SharePoint Online / OneDrive / Modern Work
Microsoft
11.2016 - 10.2024
Partner Technical Consultant - SharePoint Online
Microsoft
01.2015 - 10.2026
Technical Leader - SharePoint
Larsen & Toubro Infotech
01.2012 - 01.2015
Technical Leader / Technical Support Executive
03.2006 - 01.2012
General Management -
IIM Kozhikode
B.Sc. - Information Technology
Sikkim Manipal University
Certifications Education Recognition
Azure AI Fundamentals (AI-900), Azure Fundamentals, Microsoft 365 Certified: Teamwork Administrator, Deploying SharePoint Server Hybrid, MCTS: WSS 3.0 and Microsoft Office SharePoint Server 2007, Kepner-Tregoe Practitioner, CBCF Trainer, Emerging Leader Program / Path to Principal, General Management in IT, IIM Kozhikode, 2022, B.Sc. Information Technology, Sikkim Manipal University, 2005, Microsoft ACE / Architect of Excellence - Star Achiever (2020, 2021), Microsoft ACE / Architect of Excellence - Star Team (2017), Recognized for operational excellence, customer impact, readiness, technical innovation, and leadership contribution
Selected Business Impact
- Scaled SharePoint Online partner support readiness from 6 to approximately 70 engineers supporting roughly 1,200 cases per month.
- Maintained high customer satisfaction and service quality standards across large-scale partner support operations while ensuring timely handling of critical escalations.
- Enabled 100% critical-situation volume transition for partner support through readiness plans, content, trackers, and operating discipline.
- Led an internal support knowledge platform that reduced research time by more than 30%, reached 200+ monthly users, and earned a 4.5 usability rating.
- Supported enterprise modernization and migration discussions across Project Online, Planner Premium, Project Server Subscription Edition, Power Automate, Project reporting, and Microsoft 365 collaboration workloads.
- Contributed to leadership, mentoring, onboarding, readiness, operational excellence, and technical innovation initiatives across SharePoint, OneDrive, Project, Planner, Copilot, and support process domains.