Ranju R Pillai Email & Phone Number

Gurugram, Haryana, India

Implementation of employee productivity tool that brings transparency between employee, manager, and employerLiaising with other departments to determine and address their IT needs and requirements.Manage IT staff by recruiting, training and coaching employees, communicating job expectations and appraising their performanceIdentify and manage external vendors in the delivery of contracted workEnsure security of patient data and backup systemsIdentify problematic areas and implement strategic solutions in time.Develop key performance indicators and SLAs in lieu of the requirements of business stakeholders.Drive innovation for the back office or core business operations by recommending viable technologies.

Gurugram, Haryana, India

As GM-IT for Group of Companies (Manufacturing, Retail & Buying Agency) - Manage and upgrade IT assets and applications as per business requirement and industry standard. - Act in alignment with business users needs and system functionality for more productivity and availability as per organizational policy. - Manage IT staff by recruiting, training and coaching employees, communicating job expectations and appraising their performance- Design, develop, implement and coordinate systems, policies and procedures- Ensure security of data, network access and backup systems- Identify problematic and improvement areas and implement strategic solutions to optimise business performance- Audit systems and assess their outcomes- Handle annual budget and ensure cost effectiveness- Improving Business experience, satisfaction and streamlining communication systems- Providing staff access to company information in secure way.

Noida Area, India

As IT Manager, I am responsible for delivering end-to-end Technology, Security, and drive digital service for the company including planning and identifying opportunities for automation, service quality improvement with continuous improvement.

Delhi

Customer Relationship Management, Service Delivery, People Management, Business Development, Monitor and manage the environmental systems of the data center i.e. – Servers, Storage, Network, Security and backup systems. FM Vendor Management – liaison with other official vendors for smooth day to day operations in Assert Management and on call support for 158 branches. SLA Management for all domains as per MSA and SOW. Responsible for CSAT and ESAT. Provide technology support to various business functions i.e. server/Desktops and application Patch management Business Growth and Development by providing value additions and service improvements. Implementing and Measuring Service Improvement Plan. Meeting expectations of all the business stakeholders effectively and efficiently. Taking proactive decision in business contingent situations to ensure deliverables are met. Team motivation, retention and performance appraisals. Implementation of best practices, Implementation of processes as per ITIL framework, ensuring closure off Audit actionable as per standards. Project planning for the different phases of taking over support – Transition, Responsibility transition and finally Steady State operations. Responsible for complete lifecycle of Asset Management (Purchase management, AIU, Vendor Management, Movements, Disposal). Ensure quality and timely closure of projects. Responsible for Budgeting and Costing of project, Project renewal, Resource leveling, Project Planning, scheduling, recruitments.  Responsible for individual growth of team members and training program for maintaining cycle of Tenure Management.

Kerala

Currently heading IT operations in the capacity of "Service Delivery Manager" for "Manappuram Finance Ltd. Handling a team of 173 engineers, 15 helpdesk, 1 QM, 1 Service desk manager, 1 Incident Manager and 3 Regional Managers. Organization

Microland is a well known name in Infrastructure Management, head office being located in Bangalore. Currently I am heading IT operations in the capacity of "Service Delivery Manager" for the largest BPO's in North "EXL Service" being outsourced to Microland. Handling a team of 66 employees including 2 Service Desk Lead, 4 Shift and 1 Site Managers.Tracks/Domains Managed - Service Desk, Telecom, Asset Management, Capacity Management, Desktop, Incident and Problem Management.Responsibilities include -FM Vendor Management - liaison with other official vendors (Wipro, Targus and Data Craft) for smooth day to day operations.SLA Management for all domains as per MSA and SOW.Responsible for CSAT and ESAT.Business Growth and Development by providing value additions and service improvements.Implementing and Measuring Service Improvement Plan.Meeting expectations of all the business stakeholders effectively and efficiently. Taking proactive decision in business contingent situations to ensure deliverables are met.Team motivation, retention and performance appraisals.Responsible for all movement activities.Responsible for 28 processes across 6 centers (Buildings).Ensure quality and timely closure of projects.Responsible for Budgeting and Costing of project, Project renewal, Resource leveling, Project Planning, scheduling, recruitments. Responsible for appraisals of team, Promotions.

National Operations Manager

Gurgaon, India

Key Deliverables:Managing a client base of Pan India & solely handling the location escalation.Implementing the policy and process for the ongoing support operations and closing all the support gaps.Maintaining the reports for the management for monthly reviews & working for satisfaction and motivation of the team.Analyzing performance of the team by defining there KPI's.Creating the process to ensure training program for Team members.Performing the regular review meeting with customer management.Leading a Team of 30 People which includes L-2 & L3 resources, three team leaders and indirect reporting of L1.Organisation : I.B

Key Deliverables:Handling Nokia Factory & NOC in Chennai and was acting as deputy service delivery manager taking care of complete project across India.Drawing Policy and Process for the ongoing support operations and closing all the support gaps.Multi Location escalation handling Managing facility of 2000+ user's (Multi- Location & Country)Compiling reports for the management.Steam lined the Global Support Module for the Indian sub-continentEstablishing Call & Asset Handling Procedures.Managing most critical location Nokia Chennai Factory (24*7) and GNOC (24*7) as prime responsibility.Carrying out the revenue generation from the project by filtering out of scope work and charging the same form the client. Implementing Global Support Model in Chennai and other locations.Conducting End User Training to Nokia users.

Key Deliverables:Managing team of 10 L2 Engineers. Communicating with service desk, solution manager & service delivery manager for user accounts related request and service requests.Handling the system administration skills on Windows 2000 and XP environment.Spearheading the Nokia Mobile - Configuration of all 60 series, 70 series, 80 series for Nokia mail threw Mobile VPN, Black Berry and Shark Client. - Synchronization threw Bluetooth, Infrared and accessing internet making connection threw mobile access points and with GPRS connectivity dial up.

Key Deliverables: Adept in handling the installation, up gradation and configuration of LAN and Network devices at the client's site at WHO (World Health Organization). Managing Print server, PDA and logistics. Supporting standard SW Image for troubleshooting standard Laptops/Desktops.Organisation : InfoTech Network Solution

Key Deliverables: Adept in managing the layer 2 Bay Stack Switches, Hubs, Cisco 2500 series and Nortel Network routers, Alteon Web System Switch for layer 7 and Layer 3, RPSU (Redundant Power Supply Unit) implemented VLAN for NTPC (National Thermal power Corporation) for their LAN upgradation to fiber optic. MILESTONESReceived Bravo Award" for outstanding performance in handling Nokia site from Targus Technologies.As a Team Leader after joining Targus Technologies all escalations were minimized and complete performance result was handled. Awarded by customer for being the "BI Employee Choice Award" from Nokia APAC Employee Choice Award Committee. Complete office setup and process was rolled out single handed in Bangladesh new Nokia Office. Awarded by Singapore Nokia office, APAC HQ.Nominated by customer (Nokia) for internal Six Sigma Award.Implemented security process in Nokia 10th factory which has benefited both for Nokia (Data Security) and IBM (Extra Revenue).Received Best Operations Manager in 2008-09 from Wipro.Started new process for customer which was highly appreciated among customers and for Wipro it was big revenue generation. Received Champ Transformer in 20010-11 from Microland.Settled EXL project with restructuring of complete project with customer appreciation and reward.

M.B.A, International Business

Did my MBA in International Business Management.

Bachelors, Commerce

B.Com