Syed Tameem

Reviews complex issues and contacts customers to understand issue. Acts as an advisor to the customer and handles complex, repeatable, or escalated cases that may become politically charged. Performs complex product troubleshooting and remediation when needed. Collaborates on cross-team and cross-product technical issues by working with resources from other groups as needed to resolve complex customer issues. Implements end-to-end readiness programs and contributes to the content and readiness strategy. Provides feedback to more senior engineers or serviceability team on functionality of products based on engagements with customers. Engages with engineering team to investigate product bugs, provides business impact, and collaborates with appropriate stakeholders and senior team members on fixes. Contributes to and/or develops automation techniques and diagnostic tools to improve cross-group effectiveness. Translates feedback and creates processes and workflows for case resolution. Participates in case triage meetings and/or case discussions to share knowledge with other engineers and contribute to more rapid customer solutions. Implements strategic business decisions with customers, partners, and teams to increase market share.

• Provide technical and SME coaching for Delivery Partner (DP) Engineers, Advocates

• Partner with the Support Delivery Manager (SDM) and CSS Training teams to address any readiness gaps, ensuring findings and remediations shared across Delivery Partners and LOBs, as applicable.

• Own case management duties (incoming inspection, escalations, tech reviews, triage, wellness)

• Provide Readiness Content (identify need for and create content; contribute to readiness efforts.

• Manage collaboration activities (reactive, proactive, cross-team for complex cases, overall process)

• Contribute to Supportability activities (case analysis and pattern recognition, deflection initiatives, and other Supportability improvements working with Stakeholders like Supportability Program Managers)

• Release Management and Deployment for Delivery Partners (ensure it happens, do not own directly)

• As a technical, program SME, collaborate with all stakeholders to identify and recommend technical, program process and tool opportunities, leading with innovation within their scope and prioritizing needs when beyond.

• Provide Frontline Technical or Sales Operations Oversight to Delivery Partners

• Provide Frontline Operations Metrics Oversight

• Participate in DP ROB (WBR, QBR, MBR)

• Participate in Product Group Triages (coordinated with Eng. and Service TAs)

• Approval of escalations to product group on behalf of DP (known as ICMs, Bugs or similar – varies by SBU) Drive Down Speed or Time to Competency for DP Resources

• Participate in Technical and SME Interviews for New PTA Hires

• Run Non-Top Box and Deviation Analysis (including Approval)

• Lead or participate in building communities with peer delivery roles (SEE, EE, EEE, TA)

• Represent Microsoft and communicate with enterprise S500 customers in regard to finding solutions for technically complex problems identified in Microsoft products
• Solve highly complex problems (at different levels), involving broad, in-depth product knowledge or in-depth product specialty
• Charged with situations requiring the highest level of customer skill
• Efficiently manage the relationship with S500 customers and thoroughly document cases
• Collaborate on cross-team and cross-product technical issues by working with resources from other groups to resolve customer issues
• Participate in case triage meetings to share knowledge with other engineers and develop efficient customer solutions
• Consistently share best practices with team members. Act as technical resource for broad and complex issues.

• Own Operations management accountability to define team capabilities that drive the desired business outcomes.
• Proactively identify critical risks to the product roadmap and KPIs and mitigate those risks by working across all the teams.
• Perform rich analysis and develop actionable insights using a variety of data sets.
• Continuously engage with customers (S500), partners, and leadership to provide updates on operations roadmap and collect actionable feedback.

• Manage the day-to-day support business within the team.
• Nurture the Microsoft culture in the team, fulfilling the Model, Coach and Care expectations through: Attract, Develop, and Retain Talent
• Exposure to various business dynamics for a support business & cross-cultural relationship
• Interact with customers and stakeholders on a regular basis to enhance customer experience
• Drive and implement changes to develop people and take accountability of daily issues that affect service delivery

• It was my responsibility to clarify the severity of incidents and l am acceptable to deliver clear and accurate communication regarding critical incidents across the bushes and technology front including senior and executive management levels meeting agreed KPI's.

• Responsible for driving troubleshooting and recovery with confidence aid authority reducing time to repair on major and crisis outages.

• Initiate bridge calls and drive the incidents with the relevant teams to resolution.

• Own the end-to-end process of root cause analysis with cross technology teens and external vendors

• Produce comprehensive incident reports to senior and executive management level.

• Conduct major incident investigations and to contribute to the business/organizational knowledge of the causes of incidents.

• Provide timely information about the causes of incidents and any relevant findings from investigations

• Conduct a review of each major incident once service has been restored.

• Review future changes to be implemented with the Change Management team and discuss the roll back plans in case of un-successful changes.

• Was entrusted with the task of providing first line technical phone support for Microsoft Office, Outlook and Excel users in US/UK.

• Deftly supported design issues and adeptly handled escalation calls of level one as well as up-sales post issue resolution.

• Maintained and analyzed data sheet of escalations made by each team member and reduced invalid escalation percentage of the team.