Aniket Shedge

Joined Wipro as a Microsoft Support Engineer 23rdMay 2013

WIPRO BPS

· As an Engineer was member of the pilot team pioneering the cloud Business in Wipro

· Providing the best Customer Service on Phone resulting in Good Customer Satisfaction in Metrics.

Promoted as Technical Lead for Microsoft Office 365 Technical process on April 4th 2014:

Roles and Responsibilities handling as Technical Lead:

· Having a team of sixteen Engineers including T1 & T2

· Ensuring Team meets performance targets as defined

· Case Management: Managing Cases, Bin allocation, ensuring proper & accurate Tech Lead reviews are documented in the case in the form of Tech Lead logs.

· Taking stock of Bin status of team daily and ensuring targets for Aged & Idle case% are adhered to along with re distributing cases for Support Engineers not present for the day.

· Hiring new resources, Training & rostering.

· Team Meetings, Organizing and delivering business justifications.

· Daily interactions with Clients, Client Collaboration, Business reviews.

· Managing SLA and day to day parameters, Ensuring Team is meeting targets for Days to Solution (DTS), Days to Closure (DTC) along with tracking First Call Resolution (FCR).

· Handling Technical Recovery requests initiated by Team Manager/Support Engineer.

· Support experience across geographic using “follow the Sun Model”

· Sharing technical Knowledge across the floor in the form of Technical News Letters

· Call Monitoring, ACT Coverage.

• Participated in case triage meetings and case discussions to share knowledge with other engineers, contributing to more rapid customer solutions
• Utilized learnings from triage meetings to identify and communicate readiness needs to manager or readiness team
• Developed and contributed to automation techniques and diagnostic tools to improve cross-group effectiveness
• Provided feedback to senior engineers or the serviceability team on product functionality based on customer engagements, influencing product group for improvements
• Engaged with the engineering team to investigate product bugs, assess business impact, and collaborate with stakeholders and senior team members on fixes
• Translated feedback into processes and workflows for case resolution
• Implemented end-to-end readiness programs, including mentoring, leading triages, content creation, brown bag sessions, blogs, quality assurance checks, and writing technical articles
• Contributed to content and readiness strategy, mentoring Technical Support Engineers and members from other teams outside of Customer Service and Support (CSS)
• Developed expert-level competence on support topics
• Implemented strategic business decisions with customers, partners, and teams to increase market share; influenced peers to implement strategy
• Acted as an advisor to customers, handling complex, repeatable, or escalated cases that may become politically charged
• Created and edited technical articles or knowledge-based content for internal and customer-facing purposes to enhance customer understanding
• Provided best practices and education to help customers proactively resolve potential issues
• Performed complex product troubleshooting and remediation; worked alongside development teams to drive incident resolution for configuration, code, or other service deficiencies impacting customers
• Analyzed problem patterns and identified workflows to optimize support engineering delivery at team or regional level
• Reviewed complex issues involving multiple product components; maintained customer communication regarding issue status and solutions
• Utilized troubleshooting tools (e.g., event logs, performance traces) to resolve customer issues
• Collaborated on cross-team and cross-product technical issues with resources from other groups, including support engineering, product groups, services team, and account team
• Successfully implemented readiness programs that improved overall team performance and customer satisfaction
• Developed automation techniques that enhanced diagnostic capabilities and cross-group effectiveness
• Provided critical feedback and collaborated on product enhancements that significantly improved product functionality.