Sagar Srivastava

SS

About Me

I help organizations run reliably and grow on the cloud.

I'm a customer, reliability, and program leader with 13+ years at the intersection of cloud operations, incident management, and customer success. At Microsoft, I lead global Azure incident communications for 400K+ customer organizations, run the Post-Incident Review program, and have delivered 40+ strategic customer programs across APAC, EMEA, and North America.

My focus is simple: translate complex technical challenges into clear outcomes — faster response, higher satisfaction, and durable business value. Whether it's cutting incident notification time in half or lifting customer satisfaction scores, I lead with data and deliver results.

Based in Bangalore, India
Focus Program Mgmt · Reliability · Customer Success
Certified ITIL · AZ-900 · AI-900 · SC-900
Open to TPM · Product · Customer Success roles

My leadership story

Technical depth shaped by the customer experience.

Today I lead global incident communications and reliability for Azure — serving 400K+ customer organizations, cutting time-to-notify in half, and accelerating post-incident learning. My instincts were shaped years earlier, close to the problem: enterprise support and escalations where customers needed clarity when systems failed.

That progression — from the front line to global program leadership — is why I work best where the challenge is cross-functional, high-pressure, and difficult to reduce to a single team's responsibility.

Now Customer reliability engineering — Azure Communications

2023 Azure growth & innovation program delivery

2020 Global partner service delivery & governance

2013 Support & escalation engineering foundations

Impact by the Numbers

Outcomes, not just tasks

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Faster incident Time-to-Notify (60→30 min)

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Faster PIR publish cycle (25→11 days)

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Reduction in aged case backlog

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Strategic programs delivered

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Customer orgs served globally

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Years of experience

Career Journey

Experience & milestones

Jul 2025 — Present

Service Engineer II — Customer Reliability Engineering

Microsoft · Azure Communications

Drive global incident communications for 400K+ orgs across all Azure clouds via Status Page, Service Health, targeted comms & social.
Cut Time-to-Notify 50% (60→30 min); 15 min for high-impact incidents.
Lead the PIR program — average publish time down from 25 to 11 days.

Dec 2023 — Jun 2025

Program Manager II — Growth & Innovation

Microsoft · FastTrack for Azure / CXP Managed

Delivered 40+ concurrent programs, each influencing ~5% ARR uplift.
Drove Azure adoption & NPS gains via migration, app modernization & AI (RAG, agents, chatbots).
Led cross-functional teams across APAC, EMEA & North America.

Jun 2020 — Dec 2023

Partner Technical Advisor — Azure Support Operations

Microsoft · Subscription & Billing

Owned delivery for global partners (Mindtree · Tek Experts) across India & EMEA.
Raised CSAT 4.1 → 4.7; cut aged backlog 60%; improved 0–7 day closure 30% → 70%.

2013 — 2020

Support & Escalation Engineering

Microsoft · Spectrum Consultants · [24]7.ai

Tier 2/3 support & escalation engineering for enterprise Azure customers.
Built deep foundations in incident handling, RCA & customer experience.

RoleCompanyYear

Service Engineer II — Customer Reliability EngineeringMicrosoft · Azure CommunicationsJul 2025 — Now

Program Manager II — Growth & InnovationMicrosoft · FastTrack for Azure / CXPDec 2023 — Jun 2025

Partner Technical Advisor — Azure Support OpsMicrosoft · Subscription & BillingJun 2020 — Dec 2023

Support & Escalation EngineeringMicrosoft · Spectrum · [24]7.ai2013 — 2020

Capabilities

What I do best

📋

Program & Delivery

TPM, portfolio & RAID governance, OKRs, operating rhythms, and execution excellence across concurrent workstreams.

🛡

Reliability & Incident Mgmt

Crisis response, executive comms, PIR/RCA, and SLA/SLO governance for cloud services at global scale.

🤝

Customer Success

CSAT/NPS improvement, escalation management, and long-term customer relationships that drive retention.

☁

Cloud & AI

Azure operations, migration & modernization, and AI adoption — RAG, AI agents, and chatbot solutions.

👥

Leadership

Cross-functional, vendor & global delivery-team leadership with executive stakeholder management.

📊

Data-Driven Ops

KPIs, business reviews, and continuous improvement that turn operational data into decisions.

Personal Brand

Who I am, at a glance

Purpose, communication, and impact — the values I bring to every room.

Why Hire Me

What I bring to your organization

I ship measurable outcomes

Every engagement I lead is tied to a number — faster response, higher satisfaction, lower backlog, more revenue. I turn ambiguity into a plan and a plan into results.

I operate at scale & under pressure

From 400K+ customer orgs to live crisis communications, I stay calm, coordinate cross-functional teams, and keep stakeholders aligned when it matters most.