With 12+ years of experience across IT support, technical leadership, enterprise escalation management, operational excellence, people development, and cross-functional delivery, I bring a strong combination of support operations leadership, technology enablement, data-driven decisionmaking, and continuous improvement that aligns closely with this opportunity.
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Looking for a job
Rachana Topgi
@rachanatopgi
Technical delivery & operations leader with 12+years of experience across enterprise technology support, operations planning, cross functional support
IndiaExperience
Work history, roles, and key accomplishments
Current
Provide technical leadership for enterprise Microsoft support scenarios, helping engineers structure troubleshooting, prioritize work, manage escalations, and drive issues toward resolution. Reduced open-case backlog from 46% to 30% within one quarter by redesigning structured case triage, prioritization, and follow-through workflows across the team.
Provided operational leadership for delivery activities, supporting prioritization, execution, stakeholder communication, and follow-through across technical teams. Reduced delivery backlog by 7% in one quarter through vendor management, delivery-priority realignment, and focused operational execution.
Resolved complex enterprise technical escalations across SharePoint Online, SharePoint On-Premises, Microsoft 365, and migration scenarios. Collaborated with Product Groups on critical issues, providing technical evidence, troubleshooting findings, and customer-impact analysis.
Served as a technical SME and team lead supporting enterprise SharePoint Online, SharePoint On-Premises, Microsoft 365, and migration scenarios. Provided technical guidance and mentoring to engineers handling complex customer environments and enterprise escalations.
SS
Technical Consultant
Sapphire Computer Systems
Jan 2015 - Jan 2016 (1 year)
Developed and maintained SAP ABAP/4 programs, reports, and custom solutions based on business requirements. Worked with ALV Reports, Smart Forms, SAPscripts, BAPIs, RFCs, IDocs, and BDC programs.
Education
Degrees, certifications, and relevant coursework
University of Pune
Master of Computer Applications (MCA), Computer Applications
Pursued a Master of Computer Applications (MCA) degree.
Microsoft
AI-900: Azure AI Fundamentals, Artificial Intelligence
Earned the AI-900: Azure AI Fundamentals certification.
Microsoft
Programming in HTML5 with JavaScript and CSS3, Web Development
Earned the Programming in HTML5 with JavaScript and CSS3 certification.
Tech stack
Software and tools used professionally
Availability
Looking for a job
Location
IndiaAuthorized to work in
Salary expectations
2978k+ INR
Social media
Job categories
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