Aparajita Sarkar
@aparajitasarkar
I lead global enterprise SaaS support, resolving critical incidents and improving SLA, CSAT, and operational scale.
IndiaWhat I'm looking for
At Microsoft, I lead global support delivery for Windows Networking, managing 100+ engineers and managers across India, Europe, and the Americas. I serve as the senior escalation authority for critical incidents, partnering with Engineering and Product on recovery plans, root-cause fixes, and customer confidence calls while sustaining 4.9 global CSAT.
I've transformed incident response through escalation insourcing and a Case Complexity Model, built AI-assisted support workflows, and used Power BI insights to forecast demand across five regions. I also develop leaders, design skilling programs, and advise strategic enterprise customers through business reviews and cross-functional recovery plans.
Experience
Work history, roles, and key accomplishments
Serves as senior escalation authority for critical incidents, leading recovery plans and customer confidence calls. Owns SLA, TTR, CSAT, and DSAT metrics, sustaining 4.9 CSAT globally, and leads a global team of 100+ engineers.
Education
Degrees, certifications, and relevant coursework
NMIMS
Executive Master of Business Administration, Leadership & Strategy
Executive MBA in Leadership & Strategy from NMIMS, Bengaluru, completed in July 2022.
University Visveswaraya College of Engineering
Bachelor of Engineering, Electronics and Communication
Bachelor of Engineering in Electronics and Communication from University Visveswaraya College of Engineering, Bengaluru, completed in July 2009.
Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
Job categories
Skills
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