JITENDRA WAGH
Service Engineering Manager
Remote
Overview
9
9
years of professional experience
7
7
years of post-secondary education
Summary
Experienced Service Engineering Manager with 9+ years in IT service operations, recognized for collaborating with cross-functional teams to enhance customer satisfaction, streamline operations, and manage stakeholder relationships. Expertise in Linux system administration, virtualization, cloud platforms, and enterprise product support, with a proven track record of resolving complex technical issues and delivering scalable solutions.
Skilled in incident management, process improvement and team coaching, consistently achieving global performance targets such as CSAT, SLA, and resolution time. Committed to driving team growth and fostering partnerships to improve service quality and customer loyalty.
Work History
Service Engineering Manager
Microsoft
08.2023 - 11.2024
- Maintain Microsoft Product Support, Operations, Service Reliability
- Led a team of 15+ Service Engineers at Microsoft, overseeing 100+ support cases daily, ensuring 98% SLA adherence, and successfully resolving 95% of escalations
- Boosted team productivity by 30%, saving over 20 hours weekly through the implementation of automated workflows in Power Automate
- Took full ownership of escalations, conducting root cause analysis through detailed forensics
- Collaborated with cross-functional teams, including Systems Engineering, Product Management, Data Delivery, and Service Delivery Managers, to ensure quick resolutions and customer satisfaction
- Resolved product web issues using Browser DevTools, HAR analysis, and frontend debugging
- Triaged and reviewed processes and workflows for both technical and non-technical issues, driving significant improvements in future resolutions
Lead Service Reliability Center Operations
Nuance Communications
12.2020 - 08.2023
- Company Overview: Nuance Digital Engagement Platform, Service Reliability Center
- Led a team of 15+ SRC Engineers at Nuance, overseeing global deployments for 500+ enterprise clients using the Digital Engagement Platform and Conversational AI
- Increased issue resolution rate by 40% and reduced average resolution time by 30% through effective collaboration with crossfunctional teams
- Played a key role in Knowledge Management for NDEP applications and tools, creating over thirty use cases for bug/defect identification and achieving a 50% first-call resolution (FCR) in Service Management
- Led strategic hyper-care monitoring during customer onboarding, reducing alarm noise by 30% and boosting stakeholder confidence
- Conducted in-depth data analysis to identify key onboarding challenges and developed targeted solutions, achieving 100% customer onboarding to the new portal within the first quarter
- Nuance Digital Engagement Platform, Service Reliability Center
Linux System Administrator
WilLin Tech Solutions Pvt. Ltd
06.2019 - 11.2020
- Addressed hardware and Software problems on server systems
- Delivered L2 & L3 technical support and system administration for Linux and Windows environments, ensuring server health and providing remote support through ITSM tools, achieving 90% client satisfaction
- Efficiently installed and configured multiple Linux operating systems, and diagnosed and resolved hardware issues
- Performed server performance tuning, OS Hardening, patching
- Monitoring, and provided advanced troubleshooting for OS
System Administrator
Web Werks
03.2018 - 05.2019
- Company Overview: Data Center and Web Hosting
- Led a shared web hosting support team, implementing process improvements that elevated service efficiency by 30%
- Delivered technical support and system administration for Linux and Windows-based environments within a high-availability Data Centre and NOC
- Implemented HAProxy for Postfix load balancing, reducing mailing issues by 70% and significantly enhancing performance
- Data Center and Web Hosting
Technical Support Engineer
Tecsys Solutions Pvt
08.2015 - 02.2018
- Company Overview: Software Development and Web Hosting
- Provided comprehensive technical support for Linux and Windows-based environments, focusing on server monitoring, web hosting, and system optimization
- Software Development and Web Hosting
Skills
Technology integration
Education
MBA - Artificial Intelligence And Machine Learning
DPU Center For Online Learning
Pune, Maharashtra, India 05.2023 - Current
Bachelor of Science - Information Technology
S.V.I.T College of Engineering
Nashik, Maharashtra, India 08.2009 - 05.2015
Timeline
Service Engineering Manager
Microsoft
08.2023 - 11.2024
MBA - Artificial Intelligence And Machine Learning
DPU Center For Online Learning
05.2023 - Current
Lead Service Reliability Center Operations
Nuance Communications
12.2020 - 08.2023
Linux System Administrator
WilLin Tech Solutions Pvt. Ltd
06.2019 - 11.2020
System Administrator
Web Werks
03.2018 - 05.2019
Technical Support Engineer
Tecsys Solutions Pvt
08.2015 - 02.2018
Bachelor of Science - Information Technology
S.V.I.T College of Engineering
08.2009 - 05.2015
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