RANJEET VERMA
Pune
Summary
Experienced Product/Technical Support Manager with 10+ years of customer-focused expertise. Proven track record in leadership, client satisfaction, and awards. Highly motivated with exceptional work ethic and adaptability. Skilled in cloud-hosted environments, SQL, MySQL, UNIX, AWS, and application deployment. Capable of crafting complex SQL queries for data analysis. Demonstrates proactive ownership and initiative. Excels in fast-paced, deadline-driven environments, fostering team growth and exceeding goals.
Overview
10
10
years of professional experience
Work History
Product Support Manager
KOKO Networks India Pvt. Limited
Pune
02.2022 - Current
- Primarily, aided the startup in establishing a support team from the ground up
- Previously, they had developers handling it in an unorganized manner
- Contributed to establishing a robust knowledge base for the support team, resulting in reducing the average ticket resolution time from about 1 month to just 2 days within a year of support team's inception
- Assisted the organization in recruiting, training, and mentoring capable resources to ensure successful scalability of operations
- Delivered weekly and monthly reports on support issues, complemented by follow-up presentations aimed at providing feedback from support teams to product managers.
- These reports pinpointed crucial user challenges and proposed potential application improvements, leading to a swift enhancement of user experience
- Developed and executed a strategic plan spanning five years to facilitate the expansion of the support team on a global scale.
- Driving multiple initiatives to make the support process much more efficient
- Supervising a team of eight members, overseeing schedules, coordinating weekend and holiday availability, and managing planned vacations.
Manager, Lead-Application Operations
Vodafone Shared Services India Limited
Pune
01.2021 - 02.2022
- Supported a newly setup product One Sales Foundation for Vodafone Germany.
- Promptly resolved incident and problem tickets.
- Conducted incident management alongside change and problem management.
- Coordinated vendors for issue resolution (HP, Amdocs, Tech Mahindra, etc.).
- Significantly contributed to setting up a new support operations team through recruitment efforts.
- Managed system performance, stability, and reliability.
- Published regular status reports and supported scheduled activities for users and IT stakeholders.
- Timely escalation and follow up with development team for production issues.
- Managed team leaves for resource adequacy.
- Conducted interviews and mentored new hires for production readiness.
Tech Lead-Application Operations Engineer
NICE Limited
Pune
01.2017 - 01.2021
- Installation and configuration of application components: JBoss, Apache, Tomcat, SSL, RabbitMQ, and other key tools
- Debugging and troubleshooting, analyzing data in different logs and databases using SQL queries
- Creating databases, tables, stored procedures, and triggers using PL/SQL scripts
- Running SQL upgrades and resolving customer support tickets with complex queries
- Application deployment and maintenance, installing on new servers provided by DevOps team
- Applying patches, maintenance, and upgrades, planning and deploying changes
- Automating monitoring using tools and Unix scripts
- Keeping system operational except during maintenance
- Writing complex queries for data analysis and reporting with Customized queries, updates, and inserts on Oracle tables
- Escalating issues to R&D for deeper analysis
- SLA and quality management, leveraging contractual SLAs for client expectations
- Handling Python and Linux shell script automation
- Performing incident RCA, trend analysis
- Providing suggestions to avoid recurrence
- Executing complex client initiatives with proven methodologies.
Software Support Engineer
Amdocs DVCI
Pune
12.2013 - 12.2016
- Automated processes with Placeholder PL/SQL and Shell scripts
- Implemented fixes via code-level scripts in batch jobs
- Analyzed and resolved daily batch job issues for SLA compliance
- Enhanced quality assurance through daily report analysis
- Prevented future issues via Root Cause Analysis and solutions
- Shared knowledge through documents, KBs, and team training.
Education
Batchelor of Technology - Computer Science & Engineering
Bundelkhand University Jhansi
Jhansi 06-2013
12th - Senior Secondary
Dharm Sabha Inter College
Lakhimpur Kheri06-2008
10th - Higher Secondary
Guru Nanak Inter College
Lakhimpur Kheri06-2006
Skills
- SQL/MySQL/PostgreSQL
- Unix/Linux/Shell Scripting
- Apache/Tomcat/Weblogic
- Cloud Tech (AWS Docker)
- Application Engineering & Technical Consulting
- Incident, Problem & Change Management
- Project Management & Implementation
- ITIL Service Management
- Strong Planning
- Analytical & Problem-Solving Skills
- Leadership & Communication
- Innovation & Decision-Making
- Mentoring & Motivation
- Documentation
- Teamwork and Collaboration
- Adaptability and Flexibility
Accomplishments
- Established and led a team, earning an "Awesome team award" within a year
- Award for outstanding effort and collaboration on a data minimization project with a strict non-negotiable deadline.
- Exceeded service commitments, resolving complex issues within SLAs
- Nurtured client relationships and implemented feedback-driven actions
- Recognized with awards including "Data Scientist of Cloud Operations" and "Best Performer of the Year"
Personal Information
Date of Birth: 12/09/91
Languages
- English
- Hindi
Timeline
Product Support Manager
KOKO Networks India Pvt. Limited
02.2022 - Current
Manager, Lead-Application Operations
Vodafone Shared Services India Limited
01.2021 - 02.2022
Tech Lead-Application Operations Engineer
NICE Limited
01.2017 - 01.2021
Software Support Engineer
Amdocs DVCI
12.2013 - 12.2016
Batchelor of Technology - Computer Science & Engineering
Bundelkhand University Jhansi
12th - Senior Secondary
Dharm Sabha Inter College
10th - Higher Secondary
Guru Nanak Inter College
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