Anjum Raza Tole

Based in Bengaluru, supporting Microsoft Unified Premier DP space for Microsoft Teams PCY Lead, driving complex Microsoft Teams escalations, operational excellence, and customer experience through deep technical expertise, data-driven execution, PG engagement and cross-team leadership to enhance customer experience at scale.

Act as a technical authority and operational leader, bridging deep product expertise with delivery excellence, ensuring complex customer issues are resolved efficiently while improving support quality, consistency, and outcomes across delivery partners and internal teams.

Key Responsibilities:

• Advanced Technical Advisory
• Escalation Management & Service Delivery Excellence.
• Operational Excellence, Process Improvement & Operational Governance.
• Stakeholder Management, Cross-team collaboration & Leadership Collaboration
• Data Analysis & Performance Reporting
• Customer Experience & Lifecycle Management
• Assist in Recruitment, Mentoring, Coaching & Team Development

• Acted as a Techno-Manager leading a team for Skype for Business L2 engineers to deliver Customer Partner Technical Support.
• Delivered multiple projects including Enghouse Contact Centre, Project Fusion, SkypeSimple, and large-scale Skype for Business deployments and migrations
• Conducted quality audits to ensure case hygiene and drive process improvements
• Partnered with Cloud Commercial Team for seamless customer onboarding and offboarding
• Led escalation management by coordinating with SDL, CSM, and BDM for RCA and resolution actions
• Provided team coaching and feedback to enhance performance and service quality
• Managed resource planning through staffing, rostering & leading recruitment to ensure optimal coverage and efficiency.
• Business reporting and Insights to facilitate informed operational decision-making.

• Provide L3 Level Technical support to Tier2 & Tier2 Support team on Skype for Business Online team.
• Job responsibilities includes, Technical Assistance, Backlog Management, Escalation management, Technical Readiness through triages on TRB & TCG cases, contribution to Product Knowledge based (KBs), hiring and mentoring resources & managing client relationship.
• Worked in different roles as Exchange On-Prem Engineer for Microsoft Pro Advisory, Premier Support & Escalation Team.
• Also worked as a Lync Online Support engineer before getting promoted as a Technical Lead for Skype for Business Online team.

• Deployed as a FMG Desktop Engineer with Polaris Software Lab Ltd and later promoted as a System Administrator.
• Developed skills in administrating, managing & maintaining Windows Server 2003 & 2000 server environment.
• Perform Windows server using VERITAS Net backup 5.1 and for UNIX server
  using HP data protector (Omni Backup).
• Provide L1 support for Lotus Notes.
• Software Management through CA Unicentre (Computer Associates) which is used for Server and desktop management, software deployment, software license tracking, assets inventory management.
• L1 Network Support and VOIP Phone configuration.