Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic
VINAY MANOHAR

VINAY MANOHAR

Support Engineer
Bengaluru

Summary

Dynamic and customer-focused Operations Professional with over 16+ years of experience supporting Microsoft commercial customers in billing, contract validation, and order management. Proven track record in managing high-impact escalations and complex Azure service scenarios, driving operational excellence and process improvement. Adept at collaborating with senior leadership and cross-functional teams to enhance service delivery, ensure compliance, and improve customer satisfaction. Demonstrates deep expertise in Microsoft constructs, lifecycle management, and stakeholder alignment, with a strong focus on financial accuracy, risk mitigation, and continuous service optimization.

Overview

20
20
years of professional experience
5
5
Certifications

Work History

Customer Support Engineer

Microsoft
02.2017 - Current
  • Resolved complex technical scenarios involving Microsoft Azure services (e.g., Windows Azure, SQL Azure), focusing on service availability, performance, and outage management.
  • Supported customers in executing advanced tasks like Azure resource migrations across tenants or subscriptions, ensuring minimal disruption and full compliance.
  • Delivered operational support across licensing, billing, provisioning, and agreement validation (EA, MCA, CSP, MPA, SCE), maintaining high financial and contractual accuracy.
  • Prioritized and handled customer escalations based on SLA commitments, working cross-functionally with teams like CDOC, TA, SEE, and CSS to drive fast, high-quality resolutions.
  • Managed subscription lifecycle processes including new orders, renewals, transfers, and cancellations, aligned with customer goals and Microsoft policies.
  • Simultaneously drove the resolution of multiple customer issues by coordinating between internal teams, support engineers, and development operations to streamline communication.
  • Led RCA (Root Cause Analysis) documentation and communication for high-severity and escalated cases, ensuring transparency and continuous service improvement.
  • Contributed to operational excellence through feedback loops, process automation suggestions, and knowledge base enhancements to elevate customer satisfaction and platform performance.

Business Program Manager

Microsoft ( On Contract )
01.2014 - 02.2017
  • Led contract management and negotiation processes, ensuring all program activities complied with legislative requirements and professional standards while meeting project deadlines.
  • Built, organized, and managed global FTE and vendor teams to support delivery of Microsoft Azure Support Programs, aligning workforce planning with business requirements.
  • Collaborated with Azure support leadership and hiring managers to recruit, interview, and onboard qualified program staff based on evolving support needs.
  • Defined and implemented standard operating procedures and OLAs for managing critical incidents, streamlining interaction between operations and support teams.
  • Optimized cross-team collaboration and hand-offs with support depth teams, ensuring adherence to internal policies and enhancing program efficiency.
  • Engaged with GBS support delivery teams and senior leadership to raise awareness of program goals, gather insights, and support data-driven decision-making.
  • Oversaw budget planning and financial reporting for all assigned programs ensuring optimal utilization of resources.
  • Enhanced stakeholder satisfaction through effective communication and timely delivery of projects.

Manager — Vendor Administration and Planning

Microsoft ( On Contract )
03.2011 - 01.2014
  • Manage end-to-end vendor operations (BU 1608), ensuring procurement of goods and services at optimal value and cost through effective collaboration with Project Management and Finance teams.
  • Partner with suppliers to ensure key operational processes are executed efficiently, cost-effectively, and in alignment with organizational goals.
  • Lead and coordinate the business operational forecasting and annual budgeting process, including manpower service planning and resource forecasting.
  • Develop and maintain strong vendor relationships, ensuring contracted deliverables are met and business objectives are achieved.
  • Drive continuous improvement through process optimization, system enhancements, and tool implementation to effectively manage a globally distributed vendor network.
  • Monitor and analyze vendor performance metrics, identify trends, investigate variances, and deliver actionable insights through detailed ad-hoc reporting and data analysis.

Assistant Manager - Learning & Development

Microsoft ( On Contract )
01.2009 - 03.2013
  • Developed and monitored team work plans, implementing corrective actions as needed. Managed budgets for L&D programs, payroll, and project costs for both domestic and international contingent staff.
  • Oversaw vendor operations and service vendor management, collaborating with legal and procurement teams to draft, extend, or terminate master agreements, statements of work (SOW), and NDAs.
  • Led learning and development planning, including analysis, evaluation, and reporting, while ensuring continuous improvement and compliance with organizational goals.
  • Maintained proactive communication and alignment with partners, ensuring ongoing requirements and expectations were consistently met.
  • Promoted team alignment and collaboration by fostering engagement principles and cross-functional teamwork.
  • Partnered with technology teams to automate and streamline domain management, improving overall efficiency and operational transparency.

Training Project Coordinator

Oracle Financial Services
04.2008 - 12.2008
  • Kept projects on schedule by managing deadlines and adjusting workflows.
  • Developed comprehensive project plans, outlining scopes, timelines, deliverables, and milestones.
  • Supervised multiple projects from project start through delivery by prioritizing needs and delegating assignments.
  • Maintained accurate documentation of all projects, facilitating efficient audits and future reference.

Training Coordinator

IBM
03.2005 - 03.2008
  • Coordinated logistics for training events, including scheduling facilities, securing necessary equipment, and managing participant registration.
  • Facilitated communication between trainers and participants before and after sessions to ensure clear expectations and follow-up support were provided as needed.
  • Maintained accurate records of employee participation in training events, tracking progress towards learning objectives.
  • Provided ongoing coaching and mentoring support for employees seeking professional growth and development.

Education

BBA - Business Administration

CV Raman
04.2001 -

MBA - International Business & E-MBA in Finance

KSOU
Mysore, India
04.2001 -

Skills

Stakeholder & Cross-Functional Collaboration

Certification

Six Sigma Lean and Green Belt Certified

Timeline

Customer Support Engineer

Microsoft
02.2017 - Current

Business Program Manager

Microsoft ( On Contract )
01.2014 - 02.2017

Manager — Vendor Administration and Planning

Microsoft ( On Contract )
03.2011 - 01.2014

Assistant Manager - Learning & Development

Microsoft ( On Contract )
01.2009 - 03.2013

Training Project Coordinator

Oracle Financial Services
04.2008 - 12.2008

Training Coordinator

IBM
03.2005 - 03.2008

BBA - Business Administration

CV Raman
04.2001 -

MBA - International Business & E-MBA in Finance

KSOU
04.2001 -

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VINAY MANOHARSupport Engineer