Ranjith C Nair Email & Phone Number

Bangalore Urban, Karnataka, India

• Managed global support delivery activities for 100,000+ users, ensuring world-class service.• Acted as an escalation point for critical customer issues, resolving promptly to maintain customer satisfaction.• Drive area-level profitability and manage budgets to achieve financial targets.• Collaborate with global teams to standardize processes and introduce automation for consistent, high-quality service delivery.• Mentor senior leaders to enhance staff development and align operations with global priorities.

Bengaluru, Karnataka, India

• Led a techno-functional team of 35 members, led by example and worked with each member to understand their aspirations and build a career plan for them.• Hired, trained, and mentored new talent to create a technical L2 support team.• Set performance goals and KPIs for the team, perform regular evaluations, and provide continuous improvement inputs.• Acted as a trusted partner to customers and suggested technical solutions.• Oversaw the resolution of critical customer technical issues and inquiries in a timely and effective manner.• Handled escalated customer complaints or complex technical problems.• Managed a process re-engineering project to improve and consolidate end-to-end support processes, and restructured communication flow among multiple departments.• Developed and implemented quality assurance processes and standards in Support.• Developed goals and improvement programs to improve support SLAs from 80% to over 99%.• Collaborated with Devops, NOC and Engineering teams to implement infrastructure and application monitoring using New Relic, Grafana, Sensu and Zenduty.• Implemented SOPs and KBA to improve efficiency in handling incidents and monitoring alerts.• Developed and implemented multiple automated support reports and alerts to help identify and negate gaps in Support. This helped improve MTTR to less than 6 hours from 27 hours.• Developed and implemented customer business monitoring automation to improve the efficiency of product usage.• Implemented policy, procedure, and process changes to improve the quality of support and service operations and promote CSAT and NPS.• Worked closely with cross-functional teams to provide RCA and CAPA for critical incidents and implement preventive actions in a timely manner.• Forecasted and budgeted for the team and ensured the budget was not exceeded.• Provided Weekly and Monthly updates to the C-Level team on the status of support and automation.

Mysore, Karnataka, India

Lead a team of over 90 techno functional engineers across the globe supporting multiple SaaS environments for over 200 pharma companies with over 100000 concurrent users.Responsibilities:• Provide technical solutions for challenges faced by customers.• Motivate a 90+ member techno functional team by leading by example and working with each member to understand their aspirations and build a career plan.• Promote the idea of “Think Automation” across various technical and non-technical departments within the organization.• Collaborate with Cloud, AWS, Platform and Support teams to implement infrastructure and application monitoring using Datadog and integrate the same with Pagerduty and Jira Service Desk.• Implemented SOPs and Job Aids to improve efficiency in how critical incidents and monitoring alerts are handled.• Managed automation implementation projects to improve efficiency of product usage.• Directed and mentored 6 Technical Managers promoting quality assurance and best in class technical solutions to customers (Internal and External).• Worked closely and managed various project teams to ensure timely go-live and a smooth transition to support team.• Set KPIs for the team and ensured SLA adherence.• Implemented policy, procedure, and process changes to improve the quality of support and service operations and promote CSAT and NPS.• Assessed risks and created a mitigation plan as a part of FEMA risk assessment.• Implemented use of customer and internal KBAs (Job Aid) document through confluence.• Worked closely with internal teams to resolve critical incidents and reduce business impact.• Collaborated with internal teams to address customer concerns and timely implementation of fixes.• Participated in customer and ISO audits.• Forecasted and budgeted for the team and ensured that the budget was not exceeded.• Provide Daily, Weekly and Monthly updates to C-Level team on the status of support and automation.

Mysuru, Karnataka

Managed a team of over 75 engineers across the globe to provide 24/7 best-in-class support, service and automation to over 200 Pharma companies.

Mysuru Area, India

Managed a team of over 75 engineers across the globe to provide 24/7 best-in-class support, service and automation to over 200 Pharma companies.

Mysuru Area, India

• Implement newer approaches to test automation to make automated testing simple and more effective for Functional, Regression, Smoke and System testing across multiple products and platforms.• Mentor multiple testing and services team members on Test Automation using Sahi Pro.• Showcase Test Automation to clients as a way forward for UAT and System Testing.• Train and implement newer tools and techniques in test automation.• Develop solutions to increase efficiency of test automation scripting.• Develop solutions using technologies like Python and RESTFUL API for Test Automation.• Develop NLP based chat bot / speech bot and system monitoring tools using Python and NLTK.• Develop solutions to integrate JIRA with other systems like Support Center Plus.• Review and approve Test Plan and estimates of multiple test automation projects in discussion with other Test Managers.• Ensure that the automated test plans are implemented.• Conduct daily status meeting and Project progress meetings• Implement Test Automation using Sahi Pro for all ArisGlobal products for both PQ and QC testing.• Ensure that resources (Hardware, Software, team members and others) are available and planned in advance for any test automation project.• Review performance of employees and provide inputs and guidance on a regular basis.• Carry out the post-project causal analysis and take corrective and preventive measures.• Plan and execute the training calendar for team members.• Prepare statistical analysis report and periodic management report on time and communicate the same to Director (Testing) and other stake holders.

Mysuru Area, India

Mysuru Area, India

Mysuru Area, India

Mysuru Area, India

Bengaluru Area, India | Boston, Usa

• Meeting business requirement and implementing required upgrades in support activity.• Monitoring and handling support escalations.• Accountable for ensuring SLA / SLO compliance through continuous monitoring of service levels and proactive correction of processes in case of non-compliance. The KRAs covers managing client communication, risk, issue management, assisting business development.• Managing the tech team and ensure availability of resource.• Performance review meeting with client using MIS.• Monitoring support productivity and handling hierarchical escalation.

Bengaluru Area, India | Stamford, Usa

• Queue manager for EU and US support.• Manage the issues in each regional queue and made sure that all support requests are handled with at most care.• Handling critical support issues.• Assisting team members with support activities.• Coordinating with engineering team to ensure timely resolution to customer when a patch is required.• Part of critical Implementation Support Team, which provides support to product implementation related issues.• Designing and developing PL/SQL procedures, functions and triggers based on customer requirements as a part of fix / workaround.• Creation/compilation of PL/SQL upgrade scripts.• Continuous process improvement in support activities to improve CSAT.• Testing critical patch releases.• Delivery of validated fixes and workarounds for product issues.

Bengaluru Area, India | Stamford / Horsham, Usa

• Responsible for handling customer queries on flag ship products.• Handling technical service requests from multiple regions.• Analyzing technical issues raised by customers and providing timely response and resolution.• Assisting team members with support activities.• Coordinating with engineering team to ensure timely response to customers.• Creation/compilation of PL/SQL upgrade scripts.• Continuous process improvement in support activities to improve CSAT.• Delivery of validated fixes and workarounds for product issues.

Chennai Area, India

• Responsible for Database Administration of multiple databases and customer lead / contact management.• Managed a 4 member Dialer team to handle day to day operations on a predictive dialer and the database.• Provide Dialer / IPLC costing on a weekly basis to the senior management with clear explanation of any deviation from the set benchmark.

Chennai Area, India

• Built and managed a team of 3 members in the Dialer / database team.• Designed and developed a predictive dialer based intranet application for our banking client.• Designed a data loading process and developed tools based on that for the Predictive dialer.• Developed a central reporting utility for generating online reports for clients.• Developed a Predictive Dialer Admin utility for monitoring agents and calls.

Chennai Area, India

• Responsible for setting up a Database and Dialer team of a start up BPO.• Managed a 4 member Database and Dialer team.• Managed the designing and development of office intranet to assist various departments in their day to day activities. This also acted as a customer information portal for the BPO division.• Managed the development of an online reporting tool.• Managed day to day database and dialer related operations for the BPO division.• Handle client queries on lead database usage.• Was instrumental in designing a new report standard (FDR-Final Disposition Report) to understand final customer lead status.• MS SQL 2000 database administration with over 12 databases.

Chennai Area, India

• Developed and implemented Avaya Definity based CRM dialer application using Visual Basic 6.0 and MS SQL 2000 for in-house use.• Was instrumental in designing and developing a central reporting tool to assist the operations team in tracking day-to-day activities and achievements.• Managed daily activities of the Database Team in the BPO unit.• Handled application / database based and report based queries from clients

Bcom, Commerce, 1St Class

12Th Grade, Commerce, 93%