Debanjana Karmakar
Program Manager
Bengaluru
Summary
Experienced Technical Advisor and Program manager with a proven track record in managing large-scale teams, driving KPIs, and resolving complex technical issues in EXO, Security & Compliance. Skilled in value-driven customer engagement, cross-functional collaboration, and operational excellence. Adept at leveraging data insights and leading projects to align business goals with customer satisfaction.
Advanced understanding of organizational strategies, financial management, procurement and contracting. Expertise in logistical analysis, inventory and supply chain performance, development and standardization. Thorough understanding of inventory management, procurement and acquisition regulations.
Overview
3
3
years of professional experience
4
4
years of post-secondary education
11
11
Certifications
Work History
Program Manager
Microsoft
Bangalore
05.2023 - Current
- Drove strategic support operations for Microsoft 365 SaaS products, analyzing customer pain points in Exchange Online, Outlook, and Security & Compliance, leading to a 5% reduction in escalations and improved resolution times
- Led large-scale operational programs, managing five team managers and 170+ engineers, ensuring high-quality execution, KPI achievement, and customer satisfaction
- Translated customer feedback into actionable product insights, collaborated with supportability PM leading to a update in public documentation, improved usability and reduced recurring issues
- Advocated for enterprise customers by collaborating with engineering and product teams, driving backend resolution and bug fixes and feature enhancements that improved product reliability
- Developed and executed training programs for delivery partner teams, resulting in a 20% improvement in resolution speed and increasing technical readiness
- Identified process inefficiencies and implemented automation tools to streamline operations
- Led cross-functional collaboration with engineering, product, and support teams, streamlining escalation processes and reducing issue resolution time by 20%
- Designed and implemented structured training programs, improving engineer knowledge retention and reducing misdiagnosed cases from 16% to 3% of the DSATs
- Developed KPI-driven program strategies, ensuring business goals were met by aligning customer engagement metrics, process improvements, customer satisfaction improvement
- Curated and optimized knowledge base content, ensuring up-to-date technical and process documentation and reducing incorrect troubleshooting cases
- Driven Copilot training for ticket management tool to achieve 100% consumption among engineers leading to better customer satisfaction
- Successfully managed to improve Customer satisfaction with a large delivery partner with 170+ SEs to achieve an average throughput of 5 compared to other teams of maximum IPD 3
- Managed Aspire Program for fresher hiring across the organization and led the team of mentors for a batch of interns,curated training plan, adding to the success of the new hires in the organization.
Support Escalation Engineer
Microsoft
Bangalore
01.2022 - 05.2023
- Led 20+ frontline engineers, Tech Leads and Team manager for escalations and technical troubleshooting across LOBs with overall IPD of 2000 tickets.
- Reduced average response time for escalated cases by implementing efficient case management processes.
- Created knowledge base articles for common issues, enabling quicker resolutions for customers and support staff.
- Enhanced customer satisfaction by promptly addressing and resolving escalated technical issues.
- Led cross-functional teams to address critical outages ,service incidents, minimizing downtime and customer impact.
Technical Support Engineer
Microsoft
Bangalore
09.2021 - 01.2022
- Trained on Azure AD, Windows, Networking, Azure Networking
- Trained on Customer Satisfaction, Escalation Handling
- Worked on projects for hackathon from ideation to prototype design
- Led a team of 4 for customer story creation and presentation to leadership
Education
B.Tech - Computer Science and Engineering
Netaji Subhash Engineering College
Kolkata 08.2017 - 07.2021
CBSE AISSCE -
BDMI
Kolkata 04.2017 - 04.2017
ICSE -
VSN
West Bengal 04.2015 - 04.2015
Skills
- Customer Satisfaction
Office 365 Exchange Online-Mail Flow,Outlook,Security and Compliance
Program Management
DLP, Information Protection, Advanced Threat Protection
- Azure AD
- Operational Excellence
- KPI Management
Team leadership
Cross-functional Team Collaboration
Stakeholder management
Process improvement
Data analysis
Vendor management
Certification
Lean-Six Sigma Foundations
Timeline
Program Manager
Microsoft
05.2023 - Current
Support Escalation Engineer
Microsoft
01.2022 - 05.2023
Technical Support Engineer
Microsoft
09.2021 - 01.2022
B.Tech - Computer Science and Engineering
Netaji Subhash Engineering College
08.2017 - 07.2021
CBSE AISSCE -
BDMI
04.2017 - 04.2017
ICSE -
VSN
04.2015 - 04.2015
Lean-Six Sigma Foundations
AI-900 Azure AI Fundamentals
Program Management Foundations - LinkedIn
DP900 Azure Data Fundamentals - Microsoft
SC900 Security, Compliance, and Identity Fundamentals - Microsoft
Python for Data Science - IBM
Problem Solving - HackerRank
Microsoft Global Hackathon 2021 - Microsoft
MS900 Microsoft 365 Fundamentals - Microsoft
AZ 900 Microsoft Certified: Azure Fundamentals - Microsoft
Data Engineering Foundations - LinkedIn
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