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.

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.

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.

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.
• 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.

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.

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.

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%