Ruhi Masarrath
Summary
Dynamic Sr Tech Support Engineer Manager at Microsoft with expertise in ITIL processes and technical troubleshooting. Proven track record in enhancing customer experience and operational maturity, achieving 100% team certification in Azure. Adept at driving cross-functional collaboration and knowledge management, resulting in improved service outcomes and reduced escalations.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Sr Tech Support Engineer Manager
Microsoft
10.2021 - Current
- Lead a high-performing team of Support Engineers, Escalation Engineers, and Technical Advisors with a strategic focus on customer experience, ITSM process excellence, and operational maturity, while driving professional growth and team development.
- Drive cross-functional alignment, optimize resource allocation, and expedite issue resolution in collaboration with global account teams and stakeholders leading to improved SLA compliance.
- Owned and monitored end-to-end technical blockers while partnering with engineering teams to implement remediation plans resulting in reduction in escalations, improved CSAT.
- Championed Knowledge Management, delivering a repository of Knowledge Base articles that reduced repeat incidents and improve first-contact resolution rates.
- Oversee talent acquisition, onboarding, and continuous upskilling of engineers, achieving 100% team certification in Azure and technical competencies, strengthening service delivery maturity.
- Conducted performance evaluations and career development discussions with direct reports, implementing succession planning strategies.
AVP
Wells Fargo Bank
04.2016 - 10.2021
- Managed Voice and Chat Support functions under an ITSM framework, including workforce planning, remote support strategy, SLA adherence, metrics reporting, and career development for a team of 100+.
- Delivered high-quality service performance by standardizing escalation handling in alignment with Incident and Problem Management processes, ensuring procedural compliance and consistent customer experience.
- Drove continuous improvement through aggressive goal-setting, ITSM-driven leadership engagement, and comprehensive training programs, resulting in stronger process maturity and improved service outcomes.
Lead Associate
Genpact India
02.2012 - 04.2016
- Supervised a team of 6 Technology Associates, consistently meeting or exceeding service-level targets.
- Owned end-to-end service performance management, including contractual adherence and risk mitigation.
- ServiceNow accuracy monitoring, Tracking, and reporting metrics with trend analysis over periodical calls and daily mailers; and propose mitigation plans.
- Review and analyze 'Complaints and Suggestions' and redesign operations accordingly.
Application and Maintenance Support
IBM
08.2007 - 11.2011
- Delivered maintenance and application support, resolving technical incidents efficiently while conducting root cause analysis and maintaining SOP documentation.
- Identify opportunities to enhance application stability through Service Improvement Plans (SIPs), while monitoring escalations via mailbox and assigning them to appropriate teams.
- Supported access control and user authorization processes for SAP, including role administration from pilot to scale.
Voice Support Officer
Knoah Solutions
09.2006 - 08.2007
- Providing technical assistance in the installation, configuration/set-up, and troubleshooting of Dial-up connections.
- Handling technology applications on Microsoft Windows.
- Technical support for LOB issues like Email, Browsing, and complete support for the client’s patented software.
Education
PG Diploma - Project Management & Planning
HCU
Hyderabad01.2010
Bachelor of engineering - Electronics & Instrumentation
JNTU
Hyderabad01.2006
Skills
- Technical troubleshooting
- ServiceNow administration
- ITIL processes
- Cloud computing
- Knowledge management
- Customer relationship management
Certification
- ITIL Foundation
- PRINCE2 Foundation
Affiliations
- Podcasting - https://www.youtube.com/@LetsAlignPodcast
References
References available upon request.
Timeline
Sr Tech Support Engineer Manager
Microsoft
10.2021 - Current
AVP
Wells Fargo Bank
04.2016 - 10.2021
Lead Associate
Genpact India
02.2012 - 04.2016
Application and Maintenance Support
IBM
08.2007 - 11.2011
Voice Support Officer
Knoah Solutions
09.2006 - 08.2007
PG Diploma - Project Management & Planning
HCU
Bachelor of engineering - Electronics & Instrumentation
JNTU
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