Ranjeet Sharma

Dynamic IT Professional with 20+ years of experience in IT Infrastructure Management, Service Delivery, and Technology Leader for Core IT and Workplace Technologies.

Flender Drives Pvt. Ltd (carved out from Siemens Ltd.)

IT Head (General Manager -IT)                                                                                                                June 2018 – Present                 

• Collaborates with business heads to create & drive IT road maps for the organization and respective business units.
• Manage all day-to-day IT Operations and ensure all critical incidents are properly handled, and root causes are identified and mitigated by proper RCA, Problem & Change management process. 
• Regular coordination with the service desk, service provider, and vendor to ensure delivery and availability of services within agreed SLA and KPI’s.
• Publishing regular scorecards on Projects, infrastructure availability, and business-impacting incidents.
• Manage quality of service: Set, monitor, and maintain the quality of service as measured by metrics such as performance, efficiency, customer satisfaction, and take corrective action as required
• Update, Maintain ERP, CRM, IT Server, and Networks to ensure the availability of the environment for end-users. 
• Ensure IT Security Compliance guidelines are implemented and practiced across the business. 
• Building a lean and highly knowledgeable IT team and ensuring team performance by metrics.
• Enhance, and optimize the IT services to better user experience and cost optimization.
• Prepare and manage IT Budget and track it for optimal utilization to meet financial goals.

TESCO HSC, Bangalore 

Senior IT Manager (SDM-EUC)                                                                                                                  April 2016 – October 2017

Responsible for the planning, management, and operation support of the End User Computing services such as O365, Exchange, SharePoint, Citrix, Active Directory, Voice and Telepresence in the Client Computing areas.

• Managing Service availability with high Colleagues satisfaction and within defined SLA and KPI.
• Build standard repeatable, reliable, and consistent processes and procedures for continuous service improvement.
• Establish operations maturity such that there are no escalations related to skill, process, and technology issues to enhance Colleagues satisfaction index.
• Ensuring completion of the work within defined time frame, with assigned resources and budget.
• Help management understand the financial and operational impact of business projects and initiatives on the IT infrastructure, architecture, and service delivery systems

Service Delivery 

• Follow best practice of ITIL frameworks and run incident, problem and change management processes to reduce the number of services impacting events and run Service improvement plan across service line.
• Accountable for delivery of key Enterprises services such Exchange, Active Sync, Skype for Business, SharePoint, AD and other End User Computing services as per the SLA’s and OLA.
• Automated manual processes, ensuring optimum utilization of available resources and operational efficiency.
• Responsible for publishing regular scorecard on BAU Projects, infrastructure availability, business impacting incidents and team performance on all India.
• Manage quality of service: Set, monitor and maintaining quality of service as measured by metrics such as performance, efficiency, customer satisfaction, and take corrective action as required
• Ensure Incoming/ Outgoing Service desk tickets are resolved within SLA/KPI’s and triage is working at optimal. Publish regular ticket metric to management and stakeholders. 
• Drive Escalations, Incident and Service Improvement based on RCA’s and Audit observations.
• Ensure EUC Systems are DR ready and participant in ongoing DR exercise. 

People Management

• Manage staff responsible for the operational delivery and technical support of End User Technologies.
• Hiring, resource allocation, goal settings, performance management and career planning and drive people for timely delivery with high quality and efficiency and retain talent. Motivate people to identify and implement ways to improving productivity year on year.
• Ensure that there are regular calendared 1on1 with resources. Track the feedback and closure of queries and actions

HCL Technologies Limited                                                                                                               Dec 2013 – April 2016

Associate General Manager (SDM -EUC)                                                                                                 

Supporting Norway’s largest bank DNB with the help of my team, Providing enterprise infrastructure and application support services as well as the managing day to day service delivery & operation management for EUC tracks like Citrix, AD, SCCM, Exchange, Lync, SharePoint, File/Print Services, Service desk & IAM.

• Service availability and server uptime with high customer satisfaction and within defined SLA and KPI.
• Collaborate with business heads to create & drive new-age Digital Road maps for their respective business units.
• Transition the services from existing vendor to HCL for BAU support, ensuring proper KIT and Risk Mitigation.
• Implement best practices to improve quality in service delivery and ensure continuous customer satisfaction.
• Analysis and create Service Improvement Plans for customers and tracking them to completion.
• Ensure availability and delivery of key Enterprises services such Exchange, Active Sync, Skype for Business, SharePoint, AD and other End User Computing services as per the SLA’s, KPI’s and OLA to ensure more green days.
• Publishing regular scorecard on BAU Projects, infrastructure availability, business impacting incidents.
• Create a lean and highly knowledgeable IT team.
• Mentor & Build Technical Leaders to take new challenges and leadership role.
• Hiring, resource allocation, goal settings, performance management and career planning and drive people for timely delivery with high quality and efficiency and retain talent. 
• Skill gap analysis of technical resources and providing those required trainings as and when required.
• Establish strategic relationships with key stake holders & Vendor management

IBM India Pvt. Ltd.                                                                                                 Feb 2012 - Dec 2013

Technology Leader / India SME (AD & Messaging)                                                                            

Technology Leader for a team of 150+ Technical Experts supporting 26+ highly esteemed clients, including BHP, BP, SSC Bank and Bank of Ireland. Provide design, architecture, and MI management for enterprise AD & Messaging services.

• Managing recovery of high-impact outages and incident management for Messaging Service Line.
• Track recurring incidents under problem management for a permanent resolution.
• Proactively and rapidly assessing the change plans to avoid error and conflict with other changes.
• Analysis and create Service Improvement Plans for customers and tracking them to completion.
• Providing strategic as well as operational leadership to ensure timely delivery of BAU projects. 
• Identify automation opportunities to improve cost efficiency, stability, and quality of service.
• Coordinate and collaborate with Technology Leads and SME’s across Delivery Centers for best practice sharing.
• Help management understand the financial and operational impact of business projects and initiatives on the IT infrastructure, architecture, and service delivery systems

Nomura Securities Co., Ltd. (Japan)                                                                                           Oct 2008 – Dec 2011 

Asst. Vice President, Subject Matter Expert (Wintel/ EUC)

• Exchange 2003/2010 management for an environment of 20000 mailboxes across AsiaPac. (Architect)
• Designed and Managed Asia Pac Blackberry Infrastructure. (PM & Architect)
• Designed and Managed Asia Pac Right fax Infrastructure. (PM & Architect)
• Managing and coordinating networking and collaboration with Technology Leads across regions.
• Help management understand the financial and operational impact of business projects and initiatives in the Wireless Messaging & Right Fax domain.
• Administer and manage various EUC Technologies like Citrix, File/ Print Server, AD, Exchange, Quota Management.
• Coordinate with app owners while integrating their application with messaging & fax infrastructure. 
• Vendor management and commercial negotiations related to messaging applications. 

Lehman Brother Japan Inc. (Japan)                                                                                            Aug 2005 – Oct 2008 

Asst. Vice President, Subject Matter Expert (Wintel/ EUC) 

• Exchange 2003 management for an environment of 20000 mailboxes across AsiaPac.
• Design & Management of regional Active Directory and File/Print Server Infrastructure.
• Security Patch Management for 2000+ Windows Server based in AsiaPac.
• Designed and Managed Asia Pac Blackberry Infrastructure. (PM & Architect)
• Designed and Managed Asia Pac Right fax Infrastructure. 
• Administer and manage various EUC Technologies like Citrix, File/ Print Server, AD, Exchange, Quota Management.
• Managing and coordinating networking and collaboration with Technology Leads across regions.
• 3rd Line User Support on various issues.

• MBA from JNU, Jaipur