Summary
Overview
Work History
Skills
Certification
Work Availability
Hi, I’m

Faisal Ahmed

Cloud Transformation & Service Delivery Manager
Bengaluru

Summary

Cloud Consulting Leader with over 7 years of experience driving digital transformation through Microsoft 365, Intune, Teams Premium, Co-Pilot, and CloudPC. Specialized in customer success, technical program management, and enterprise-scale solution delivery. Skilled in leading and mentoring high-performing teams, managing escalations, and aligning cloud strategies with customer business goals. Proven ability to consult across the customer lifecycle—enabling adoption, cost optimization, and ROI through proactive engagement, training, and business reviews. Experienced in collaborating with engineering and support teams, with working knowledge of Azure and AWS environments. Adept at blending technical depth with strategic advisory to deliver measurable business outcomes in cloud-first initiatives.

Overview

11
years of professional experience
3
years of post-secondary education
5
Certificates

Work History

Microsoft(Upwork)

Program Manager
04.2025 - 06.2025

Job overview

  • Owned a portfolio of enterprise customers using Microsoft 365, driving adoption and usage of Viva Suite, Teams Premium, Co-Pilot, and Intune.
  • Served as the first point of escalation for operational and delivery issues, coordinating with Regional Leads and reporting manager for timely resolution.
  • Delivered end-to-end customer engagement including onboarding, enablement, and periodic business reviews to ensure alignment with customer goals.
  • Acted as a strategic advisor to stakeholders, translating business needs into actionable technical outcomes across Microsoft 365 workloads.
  • Maintained strong understanding of cloud computing and cost governance, working with Azure and AWS use cases.
  • Collaborated with engineering and support teams to fast-track resolution of escalated issues and feature-related discussions.

Sherweb

M365 Reactive Lead
6 2023 - 05.2024

Job overview

  • Delivered post-launch support and customer success programs for M365 offerings, including deployment and stabilization of Co-Pilot and Teams Premium.
  • Managed operational governance for customer escalations, billing, and incentive distribution within M365 and CloudPC engagements.
  • Conducted weekly, monthly, and quarterly business reviews with clients to track KPIs, share product insights, and guide optimization.
  • Coordinated lab environments for various LOBs to streamline issue simulation and drive product understanding for both internal and client teams.
  • Built collaborative relationships with CSAMs and field teams to ensure continuous value delivery and customer retention.

Infosys

Consultant
11.2022 - 5 2023

Job overview

  • Served as Delivery Manager for Microsoft Premier Engineering services, focusing on resolving escalations, process optimization, and program governance.
  • Provided technical and business analysis for Microsoft 365 workloads including SharePoint, Exchange, and OneDrive.
  • Acted as a liaison between enterprise clients and internal delivery teams to ensure alignment with business objectives.
  • Collaborated with CSAMs and regional leads to improve delivery cadence, risk mitigation, and reporting accuracy.
  • Played a key role in documenting workflows and streamlining communication between product engineering and support teams.

Concentrix

Deputy Manager
01.2022 - 09.2022

Job overview

  • Managed cross-functional support teams handling B2B client escalations for Microsoft Intune, CloudPC, and M365 Lighthouse.
  • Prioritized and allocated team workstreams, ensuring delivery within SLA and quality expectations.
  • Mentored a team of 32+ engineers, overseeing promotions, performance reviews, and training plans.
  • Worked with account managers to upsell additional Microsoft product licenses, including M365 add-ons and Azure AD Premium plans.
  • Delivered monthly performance and cost optimization reports to leadership and customers.

Concentrix

Assistant Manager
06.2018 - 12.2021

Job overview

  • Led a support team focused on technical issue resolution and proactive engagement for M365 and Intune deployments.
  • Partnered with Microsoft field teams and CSAMs to enhance customer satisfaction, reduce case aging, and boost ticket resolution times.
  • Created onboarding plans and technical documentation to reduce ramp-up time for new hires.
  • Introduced customer success best practices into operations, which helped increase customer retention metrics across support programs.
  • Consistently delivered insights and summaries to management to improve internal SLA compliance and resource allocation.

Convergys India Pvt Ltd

Escalation Engineer
01.2018 - 06.2018

Job overview

  • Handled L2 escalations for Office 365, providing resolution support for Exchange Online, SharePoint, and licensing issues.
  • Coordinated with escalation managers and support engineers to ensure timely ticket closures and issue root cause analysis.
  • Delivered product feedback to Microsoft teams to contribute toward service improvements and knowledge base updates.

Convergys India Pvt Ltd

Technical Support Associate
03.2017 - 01.2018

Job overview

  • Provided Tier-1 support for M365 and Windows, addressing a range of issues from installation to productivity app troubleshooting.
  • Maintained high CSAT scores by combining technical expertise with empathetic customer engagement.

First Source Ltd

Support Associate
07.2016 - 01.2017

Job overview

  • Delivered customer support for Windows platform and Office productivity suite, contributing to reduced case resolution time and improved quality score.

Foodoxy Inc

Co-Founder & COO
06.2014 - 02.2016

Job overview

  • Co-founded and operated a food-tech startup, leading operations, vendor partnerships, and process automation.
  • Spearheaded digital transformation through data-driven dashboards, customer feedback loops, and workflow systems.
  • Built and led a cross-functional team handling logistics, marketing, and partner acquisition.

Skills

Organizational strategy development

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Certification

Agile Project Management with Jira Cloud

Availability
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