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Shruti Gaikwad

@shrutigaikwad

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Azure technical support engineer with 5+ years resolving P1–P3 Azure incidents and improving SLA-driven operations.

India

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What I'm looking for

I’m looking for a remote (global) role where I can own Azure incident resolution, lead RCA-driven permanent fixes, and improve SLA/CSAT through strong customer communication, ITIL processes, and continuous knowledge-base improvements.

I’m an Azure Technical Support Engineer with 5+ years of hands-on experience resolving complex cloud incidents, managing SLA-driven support queues, and collaborating with engineering teams on escalations. I bring deep expertise across Microsoft Azure—VMs, Storage, Networking, App Services, Azure Monitor, and Log Analytics.

I consistently handle P1–P3 incidents, conduct thorough root cause analysis, and deliver permanent fixes by leveraging Azure Portal, diagnostic tools, and telemetry. During complex escalations, I act as a transparent technical bridge between customers and Microsoft engineering teams while maintaining high CSAT.

I work with ITIL practices and customer-facing processes, using ServiceNow and CRM ticketing to manage incident and problem workflows end-to-end. I document recurring issues in knowledge bases to reduce repeat incidents and improve team resolution speed, and I’m actively pursuing AZ-900 certification.

Experience

Work history, roles, and key accomplishments

Product Support Engineer

Sonata Software

Aug 2021 - Mar 2026 (4 years 7 months)

Resolved Azure marketplace and cloud product incidents for global enterprise customers, meeting SLA targets for P1–P3 severity tickets. Diagnosed issues across Azure VMs, Storage, Networking, App Services, and marketplace integrations, leading root-cause analysis, permanent fixes, and improved MTTR.

Microsoft Azure Cloud VMs App Services azure monitor Log Analytics RCA & Diagnostics

Product Support Engineer

Mindtree

Jan 2021 - Aug 2021 (7 months)

Delivered L2 technical support for enterprise clients on cloud-based solutions, handling diagnosis, troubleshooting, and escalation management. Contributed to knowledge base documentation to improve first-contact resolution rates and team efficiency.

Escalation Management Root Cause Analysis Knowledge Base Customer Support

Case Manager

Concentrix

Jan 2020 - Jan 2021 (1 year)

Managed end-to-end technical support case lifecycles, ensuring timely resolution while maintaining clear customer communication throughout. Supported diagnosis and troubleshooting via structured case handling processes.

Customer Communications Troubleshooting SLA Management

Customer Support Associate

Wipro Limited

May 2018 - Jan 2020 (1 year 8 months)

Handled customer queries for AJIO e-commerce and JIO telecom using CRM tools, resolving billing and technical support cases efficiently. Maintained accurate case tracking and customer-facing issue updates to support faster resolutions.

Customer Support Billing Support Technical Support Case Management E commerce Support Telecom Support