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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