Ranabir Ghosh

I, Ranabir Ghosh, is a Strategic IT and Service Delivery Leader with over 20 years of experience in IT leadership, specializing in delivering innovative and scalable technology solutions. My expertise spans across Platform SRE, Solutions Engineering, IT Infrastructure, Program Management, Technology Delivery and Product Support , all aimed at driving business growth and operational efficiency. I have a proven track record of leading high-performing global teams and implementing best practices that enhance system resiliency and minimize downtime for enterprise applications.

Throughout my career, I have been recognized for my ability to manage multi-million-dollar enterprise level project portfolios and ensure high customer satisfaction consistently above 98%. I am passionate about mentoring and developing talent within my teams, which has resulted in industry-leading retention rates and exceptional employee engagement scores (eNPS 90+). My technical skills include cloud technologies, agile project management methodologies, and continuous improvement practices, all of which I leverage to optimize workflows and enhance operational efficiency and agility.

➤ KEY ACHIEVEMENTS:
- Awarded the Game Changer Award (2022-23) for building SRE competency and driving customer adoption.
- Received the Dell Rock Star Award (2018-2024) for maintaining an eNPS score of 90+ over seven consecutive years.
- Honored with the Service Star Award (2020) for achieving 100% of Key Result Areas (KRA).
- Designed and executed a T-Skilled Enablement Initiative (2021-2023), resulting in 90% upskilled and 65% cross-skilled SRE professionals.
- Delivered over 65 Yellow Belt internal workshops as part of the Lean Six Sigma (DMAIC) Initiative, enabling 1200+ EMC employees.

Senior Manager – SRE, Portfolio Services

• Led SRE vertical of high-performance global Agile team of 12 SRE/DevOps engineers, managing Dell Managed Developer Cloud & Skywalker (SaaS) platform on Azure.
• Led Solution Engineering vertical of global team of 8 solution engineers (SEs) skilled in IT infrastructure, Python and Ansible, focused planning & building an automated and platform-integrated GenAI HPC solutions (On-Prem) for Managed Services customers.
• Ensured 99.99% system/application availability and performance through proactive monitoring, operational optimization and 95%+ reliability through automation (Ansible, Terraform, Python)
• Spearheaded incident response and root cause analysis, conducting post-incident reviews to prevent future occurrences and enhance platform resilience.
• Designed and implemented a real-time monitoring and observability strategy, leveraging Azure Monitoring, Dynatrace (SaaS), Prometheus, Grafana, and Loki (On-Prem) for deep system insights.
• Developed and optimized alerting mechanisms with PagerDuty, enabling early issue detection and resolution before impacting users.
• Drove continuous system performance analysis and capacity planning, ensuring seamless scalability to handle increasing workloads and complexity.
• Established a collaborative feedback loop with development teams, embedding reliability and performance considerations into system design and development.
• Monitored solution planning, technical validation and automation strategies, collaborating with Solution Architects, Product Owners and DevOps teams for seamless integration.
• Managed workstream planning, cost operations and governance in alignment with Annual Operating Plan (AOP) by prioritizing product backlogs and optimizing velocity through stakeholder engagement.

Global Service Delivery Manager - Professional Services

• Led and developed a high-performing Data Protection & Migration Services team of 50+ engineers across Bangalore & Pune RDC, including Tech Leads, SMEs, Solution Architects and Implementation Engineers.
• Successfully managed end-to-end remote deployment of product-led Professional Services, driving an Annual Recurring Revenue (ARR) of $14M+ with 80%+ billable utilization across North America & Canada.
• Maintained an exceptional 98%+ CSAT score QoQ, ensuring customer trust, quality service delivery and on-time execution.
• Established a risk review communication framework, proactively identifying and mitigating delivery dependencies for seamless execution.
• Spearheaded hiring, training, and competency development initiatives, implementing leadership enablement programs & succession planning to ensure workforce readiness.
• Strengthened collaboration with Product and Service Engineering teams, ensuring customer RFPs/RFEs were efficiently addressed with the latest solutions.
• Served as the primary escalation point for customers and field teams, ensuring SLA adherence and ITIL best practices within a continual improvement framework.
• Actively contributed to Quarterly Business Reviews (QBRs) and Annual Operating Plans (AOPs), driving strategic planning and execution.
• Optimized remote deployment and migration services, increasing efficiency and scalability across enterprise, mid-market, and commercial accounts.
• Championed a customer-first approach, streamlining operations and enhancing service delivery through data-driven insights and process improvements.

Senior Program Manager - Professional Services

• Successfully managed Enterprise accounts contributing $7M+ in annual revenue YoY across NA Mountain-West & Canada Division, ensuring consistent growth.
• Led a dedicated billable project team of 10 senior engineers, achieving >65% service profit margin, aligned with business KPIs (GRR/NRR).
• Proactively identified and mitigated project risks and outliers, ensuring seamless execution and minimizing operational disruptions.
• Built and maintained strong client relationships by demonstrating a proactive, customer-first approach, fostering trust with PMO and technical leadership.
• Ensured project scope alignment & controlled scope creep, leveraging Agile methodologies, Burndown reports and structured communication plans for efficient execution.

Global Workflow Manager - BRS Product Support

• Led end-to-end management and control of daily workflow and remote US shift operations for customer BRS product support, ensuring seamless support & services.
• Oversaw technical support programs, products, and process execution, driving performance improvements through well-defined metrics (TAT, TTR, MTTR) & standards.
• Played a key role in developing the ITIL framework and Escalation Matrix as part of the Pilot Team, enhancing BRS product support and service efficiency.
• Proactively identified service bottlenecks, introduced automation driven workflow enhancement and reinforced BCP to strengthen global operations.

• MBA from SVKM’S NMIMS
• MCA from IGNOU
• PGDCA from IGNOU
• ITIL Expert
• Certified Scrum Master
• Lean Six Sigma Green Belt Certified
• Azure & AWS Cloud
• Site Reliability Engineering