Simanta Mohanty
Indian Trail
Summary
Senior IT Support Escalation Engineer with 16 years of experience in big data engineering and enterprise support. Specializes in Azure Data Factory, Synapse, and Fabric pipelines, along with Cosmos/SCOPE scripts. Expert in troubleshooting complex customer issues, automating workflows, and implementing long-term solutions to enhance service reliability.
Overview
15
15
years of professional experience
Work History
Sr Support Escalation Engineer
Microsoft Corporation
03.2020 - Current
- Act as the primary point of contact for high-severity customer cases, ensuring clear communication and timely resolution.
- Lead live customer troubleshooting calls to clarify scenarios, validate configurations, and drive resolution or next-step investigation.
- Troubleshoot and resolve complex customer issues across Azure Data Factory, Synapse/Fabric pipelines, and Azure Stream Analytics.
- Provide escalation support for Microsoft customers using Azure Data factory, Synapse Pipelines and Fabric data factory pipelines, including Azure Stream Analytics.
- Collaborated with partner teams and product engineering to resolve Azure production issues, ensuring effective customer escalation support.
- Mentored support engineers on triage processes, providing technical direction for escalated cases to improve resolution outcomes.
- Created dashboard enabling engineers to write queries for extracting troubleshooting information, enhancing case resolution speed.
- Work closely with engineering and product teams to provide customer feedback, influence product improvements, and contribute to hotfixes or design changes.
- Collaborated with global support engineering managers on initiatives to enhance support delivery experience.
- Worked on product lifecycle from private preview to large-scale customer access for Fabric data factory pipelines.
- Provided timely resolutions to customers, ensuring adherence to FDR ,FQR ,IR,DTC and CPT per org standards
- Developed and automated manual task using python scripting
Module Lead
LTIMINDTREE (Client Microsoft Corporation)
06.2017 - 03.2020
- Owned end-to-end case management for Azure Data Factory, Azure Data Lake (ADLS/ADLA), and Azure Stream Analytics, including repro, log analysis, and mitigation guidance.
- Handled high-severity escalations (PREM/PRO) with disciplined communication, complex troubleshooting, prioritization, and follow-through.
- Provided timely resolutions to customers, ensuring adherence to FDR and FQR processes.
- Collaborated with partner teams (e.g., SQL, networking) and product engineering to drive fixes by opening and tracking ICMs through resolution.
- Implemented automation scripting to handle recurring operational tasks and streamline daily support workflows.
- Coached engineers on troubleshooting strategies and conducted case reviews.
- Analyzed historical support data to identify trends and propose product engineering improvements.
- Microsoft CSS Big Data Support deals with solving complex technical problems of Microsoft customers who are using Big Data products in Azure.
Module Lead (OEM PACE)
LTIMINDTREE (Client Microsoft Corporation)
01.2017 - 05.2017
- Built and supported a data platform for calculating and disbursing partner earnings for Microsoft OEM incentive programs using Cosmos/SCOPE, ADLS/ADLA, Azure Data Factory, and SQL Server.
- Migrated Cosmos/SCOPE scripts to ADLS/ADLA using U-SQL/USL, enabling scalable big-data processing.
- Developed Azure Data Factory pipelines for ETL (copy and custom activities) integrating C# and U-SQL jobs.
- Implemented data-quality checks (DQM) across staging layers, ensuring accuracy in downstream reporting.
- Delivered bug fixes and enhancements via RFC (Request for Change) process, improving system reliability.
- Migrated SSIS packages to big-data scripts to improve performance and support higher data volumes.
Senior Software Engineer (MS IT UES Client Mgmt)
LTIMindtree
08.2016 - 01.2017
- Delivered data services and reporting for the Microsoft IT app, collecting telemetry and producing Power BI analytics. Tech: U-SQL/ADLA, Cosmos, Azure Data Factory, SQL Server, Power BI.
- Created, validated, and deployed Power BI reports for telemetry-driven insights (e.g., Windows 10 adoption, device/driver events).
- Built and maintained Azure Data Factory pipelines across DEV/UAT/PROD environments.
- Developed U-SQL scripts for data-quality checks at each processing stage, enabling early defect detection.
- Resolved U-SQL script defects, enhancing reliability of daily data processing.
- Managed operational maintenance of scheduled pipelines and ensured timely end-of-day report refreshes.
Senior Software Engineer (PACE 2.0)
LTIMindtree
01.2016 - 05.2016
- Enhanced Microsoft OEM incentive processing platform (PACE 2.0), modernizing data processing using Cosmos/SCOPE, Azure Data Lake, SQL Server, and Power BI.
- Developed SCOPE and U-SQL scripts for new components, enhancing functionality for referral and renewal phases per business requirements.
- Executed data validation for OOBE and referral tracks, ensuring data completeness and correctness for reliable reporting.
- Provided technical guidance to the team during early implementation of new platform components.
- Investigated data gaps and root causes in legacy systems, collaborating with PAIntel and legacy teams to implement effective fixes.
- Reviewed SSIS packages and migrated required logic to Cosmos-based processing using scope scripts.
- Collaborated with SQL support team to troubleshoot dependencies and unblock delivery.
Senior Software Engineer (MS Bing Insights & Analytics)
LTIMindtree
05.2013 - 12.2015
- Built data services and BI reporting to analyze Bing data and present cloud service usage metrics using Cosmos/SCOPE, Azure Data Factory, SSIS, SQL Server, and Power BI.
- Developed SCOPE scripts to extract and transform large datasets from Cosmos for downstream analytics.
- Developed SCOPE scripts to extract and transform large datasets from Cosmos for downstream analytics.
- Managed full data services, gathering requirements and writing scope scripts to extract data from Cosmos for all scanners.
- Migrated excel reports to Power BI reports in the new system.
- Supported SSIS-based loading into fact/dimension models for reporting.
- Collaborated with stakeholders to clarify requirements and ensure timely delivery of daily and periodic datasets.
- Supported live chat operations (Zopim) for Commercial and Consumer streams.
Software Engineer
Capgemini
11.2010 - 03.2013
- Developed and maintained a web-based contract management application, managing user access, change requests, and incident/problem tickets using standard ITSM processes. Technologies: C#.NET, SQL Server 2008, Oracle, ServiceNow (SNOW).
- Developed and tested features and fixes in C# and SQL Server, ensuring quality and functionality in UAT.
- Implemented change requests and supported release updates.
- Handled incident and problem management tickets via ITSM workflow.
- Managed incident and problem management tickets through ITSM workflow to ensure timely resolution.
- Processed and loaded large Excel datasets into application databases to support data integrity and accessibility.
- Provisioned application access rights for end users with approved ticket requests.
Education
Bachelor of Technology - Information Technology
Biju Patnaik University of Technology
Bhubaneswar01-2008
Skills
- Technical escalation management
- Incident assessment
- Issue resolution strategy
- Azure Data Factory
- Azure Synapse pipelines
- Microsoft Fabric pipelines
- Cosmos Scope Scripts
- Azure Stream Analytics
- SQL
- SSIS
- Python
- Monitoring automation
Timeline
Sr Support Escalation Engineer
Microsoft Corporation
03.2020 - Current
Module Lead
LTIMINDTREE (Client Microsoft Corporation)
06.2017 - 03.2020
Module Lead (OEM PACE)
LTIMINDTREE (Client Microsoft Corporation)
01.2017 - 05.2017
Senior Software Engineer (MS IT UES Client Mgmt)
LTIMindtree
08.2016 - 01.2017
Senior Software Engineer (PACE 2.0)
LTIMindtree
01.2016 - 05.2016
Senior Software Engineer (MS Bing Insights & Analytics)
LTIMindtree
05.2013 - 12.2015
Software Engineer
Capgemini
11.2010 - 03.2013
Bachelor of Technology - Information Technology
Biju Patnaik University of Technology