Rohit's CV
Rohit Sarangi
Azure DevOps Senior Partner Technical Advisor at Microsoft | MCP
Profile summary
Strategic Azure DevOps Senior Partner Technical Advisor with 25 years shaping enterprise support and service management outcomes, specializing in optimizing tech support using AI-driven workflows and automation. Known for driving technical triages, managing escalations, and directing team readiness frameworks across global operations. Committed to optimizing product support workflows, refining engineering processes, and elevating technical delivery standards through artificial intelligence.
Career highlights
AI-Driven Support Optimization: Leveraged artificial intelligence to optimize tech support workflows, reducing resolution times and improving enterprise customer satisfaction metrics.
Team Leadership and Training: Managed a team of 15 people at IBM Daksh India Pvt Ltd and conducted new hire product and process trainings for about 4 to 5 new hire batches.
Global Training and Leadership: Delivered new hire trainings for over 100 candidates and made them ready for working with premier enterprise customers. Managing teams across three locations and different time zones covering APAC, India, and EMEA.
Project Execution: Executed an organization-wide project called Collaborate to Win that effectively addressed long-running collaboration challenges faced by different teams in the organization.
Key skills
Professional experience
Defines technical support strategy and engineering readiness frameworks, steering regional and global case management delivery. Coordinates across product groups and engineering teams to refine escalation processes and early warning systems.
- Drives engineer readiness through skills-gap analysis and product needs to secure timely case resolution, integrating AI-driven workflows to optimize tech support operations.
- Executes technical triages on complex upcoming products using automated tools to elevate overall team performance metrics and triage efficiency.
- Manages escalated problems requiring broad product knowledge and deep specialty across systems, applying AI-powered insights for faster root-cause analysis.
- Contributes to customer self-help documentation and support volume deflection initiatives by deploying generative AI solutions.
Guided frontline engineering operations as a technical advisor, directing customer case resolution and service management training delivery for enterprise accounts. Managed team scheduling, hiring, and product onboarding while aligning cross-functional internal stakeholders to address critical technical escalations.
- Executed the Collaborate to Win project across the organization to resolve cross-functional teamwork challenges.
- Conducted triage sessions with the product group for feature requests, software bugs, and hot fix requirements during RedZone meetings.
- Managed the publication of blogs and customer-facing knowledge base articles alongside public documentation improvements.
Shaped developer community support operations, managing account management and product support workflows from single users to multinational enterprises. Guided incident management processes while routing technical issues to appropriate depth support groups.
- Delivered real-time resolution to business critical and production down issues across the.NET framework and Visual Studio.
- Consulted clients on design recommendations and assisted in developing software installer packages using Windows Installer and Orca.
- Provided primary level guidance for complex problems and routed incidents to correct depth support groups with 95% accuracy.
- Achieved 75% customer satisfaction through guided installation and configuration of operating systems, applications, and drivers.
- Conducted new hire product and process training programs across 4 to 5 batches.
- Instructed classes in Java Development Kit 1.2 and Microsoft SQL Server 7.0, implementing database connectivity via JDBC-ODBC bridges.
- Guided student development for a Call Center software project built with C++ and MySQL on a Linux platform.
- Instructed students in Java Development Kit 1.2, Microsoft SQL 7.0, and Linux administration classes across DOS, Windows, and Unix platforms.
- Guided student project teams through the delivery of C++ and MySQL applications on Linux environments.
Education
Computer Programming, Specific Applications
Physics, Chemistry, Math
Physics, Chemistry, Mathematics
Advance Diploma, Computer Programming, Specific
Certifications
Languages
Hindi · Native
English · Fluent