Ranjit Desai

• Spearheaded the development and execution of a comprehensive global IT infrastructure and operations roadmap, strategically aligning IT initiatives with organizational goals and business demands.
• Led and directed a global team of 250+ engineers in managing 24x7 infrastructure and end-user computing services, achieving a 20% improvement in service uptime and employee satisfaction through strategic leadership and operational excellence.
• Designed and implemented an employee-centric support strategy, enhancing the IT experience through feedback loops and actionable insights.
• Established a robust supplier management framework in partnership with sourcing, leading to optimized contracts and improved supplier performance.
• Collaborated with cybersecurity leadership to embed security best practices across infrastructure and operations, ensuring compliance and risk mitigation.
• Introduced IT metrics dashboards, providing transparency into performance and progress against strategic goals.
• Directed root cause analysis and trend evaluations for major incidents, leading to a 15% year-over-year reduction in recurring issues.
• Spearheaded the adoption of emerging technologies, such as cloud-native solutions, to enhance scalability and resilience.
• Developed and implemented a comprehensive ITSM strategy, introducing best practices for a seamless customer experience across global support functions, including L2 and L3 escalation processes.
• Directed a cross-functional IT operations team of over 250 professionals, overseeing IT service management, data center operations, monitoring, patching, and backup & recovery processes to ensure 99.9% system reliability and availability.
• Played a key role in incident response, serving as the primary escalation point and coordinating with global response teams to ensure efficient, organized crisis management.
• Established standardized processes to optimize service delivery, minimizing disruptions through proactive change management strategies.
• Maintained operational transparency by providing executive leadership with regular updates on IT performance, project milestones, and budget adherence, promoting alignment with broader corporate goals.
• Managed end-user computing and capacity planning of enterprise data center facilities, server, networking, storage, and backup infrastructure and EUS, managing multiple projects, develop/manage budgets (up to $50 million).
• Oversaw the purchasing of infrastructure technology.
• Managed multi-million-dollar CIO budgets (up to $50 million) for each of the internal business regions, and successfully met 20% year-over-year improvement target through identified efficiencies.
• Led optimization initiatives focused on business operations and workforce management, including developing the global talent and workforce governance strategy and methodology for the Infrastructure & Cloud Computing organization.
• Established KPIs and best practices enabling leaders to optimize workforce management.
• Drove optimized average cost-per-head to improve IT Services competitiveness through formalized workforce globalization planning, footprint management, and optimized business intelligence/analytics.
• Applied business process reengineering approach at elevating efficiency and effectiveness of processes.
• Analyzed business needs and recommended alternatives for improving processes, services, or products.

• Oversaw global IT infrastructure and end-user services for a 15,000-employee organization, delivering high-quality support and robust IT solutions.
• Developed a sourcing strategy for IT operations, balancing in-house capabilities with outsourced services to achieve cost-efficiency and service excellence.
• Managed cross-functional teams to deliver seamless deployments of technology products, ensuring readiness and support for end users.
• Implemented IT service improvement initiatives that increased service satisfaction scores by 25%.
• Built and mentored a high-performing team of directors and managers, fostering career growth and succession planning.
• Oversaw vendor management, achieving an 18% reduction in support costs by optimizing vendor partnerships.
• Successfully drove integration of IT processes, infrastructure, and applications and software across all Astellas subsidiaries, including Research clinical studies RX and Hospitalists of America.
• Established business intelligence reporting and analytics to drive achievement of key metrics.
• Developed and executed all internal Support Services processes, procedures & internal marketing campaigns; chaired multiple executive committees and talent development programs.
• Managing project for corporate compliance group for transitioning APGD users from Compass to Plateau.
• Administration of Autonomy in a clustered and highly secured environment.
• Autonomy administration with various modules including, E-mail Archive System, Aungate Legal Hold, Early Case Assessment and a familiarity with the workings of IDOL.
• Used analytical skill to isolate and resolve issues; solve problems.
• Comfort with Autonomy architecture, sizing, scaling and performance.
• SQL writing and review.
• Contributed to gathering technical requirements including architecture, infrastructure, environment, integration and development requirements.
• Responsible for timely resolution of workflow tasks and support issues where needed in conjunction with team members and other support teams.
• Coordinated to create capacity plan of technology resources.
• Administration and deployment management of Applications on testing, staging and production.
• Applied business process reengineering approach at elevating efficiency and effectiveness of processes.
• Analyzed business needs and recommended alternatives for improving processes, services, or products.
• Key Achievements:
• Spearheaded the adoption of automated monitoring tools, reducing incident resolution time by 30% and significantly improving system uptime.
• Led the establishment of a global feedback mechanism, achieving a 20% increase in customer satisfaction scores by utilizing insights for continuous service enhancements.

• Managed global IT service operations and quality control, including service optimization, system reliability, and proactive maintenance across multiple geographies.
• Led the IT service delivery function, including incident management, problem management, and change management processes.
• Collaborated with business units to understand technology needs and ensure timely delivery of solutions.
• Negotiated and managed key vendor contracts, achieving cost savings while enhancing service quality.
• Established and monitored SLAs, ensuring consistent and reliable IT service delivery.
• Collaborated closely with key stakeholders to align IT operations with corporate strategy, implementing high-impact changes to increase service efficiency and adaptability.
• Directed comprehensive customer support and quality assurance initiatives, driving a 25% improvement in service quality by refining ITIL-aligned processes and developing robust escalation protocols.
• Oversaw vendor and contract management, ensuring cost-effective service delivery while achieving an 18% reduction in support costs through strategic vendor partnerships.
• Worked on organizational process documents for the technical support to provide technical services that will be planned, managed, and measured based on the ITIL Service Management model of processes and procedures.
• Managed the whole lifecycle of Exchange Server 2007/2010.
• Handled email preservation / archiving projects.
• Infrastructure 24x7 Support (Onsite and Remote) management at Customer location.
• Created process flow diagrams using MS Visio to ease the project implementation.
• Created strategic plan for Continuity of Business (COB) with the consent of stakeholders.
• Identified potential market and potential clients across Capgemini by conducting a market scoping study.
• Ensured smooth and seamless transition of business with 5D-project management approach.

 Accountable for managing, mentoring & motivating the IT Infrastructure Support Team.
 Steering entire gamut of operations pertaining to Service Desk & Desktop management.
 Monitoring critical IT systems such as - link/server/Voice connectivity status.
 Handling alerts and notifications, traffic utilization etc. with the help of Big Brother Monitoring tool.
 Creating, Packaging, Scripting, Maintaining and Troubleshooting Windows Installer Packages for different applications utilizing Install shield’s AdminStudio, VB Script, Orca and other scripting technologies.
 Analysis of the performance of every associate and team.
 Analysing the quality scores & C-sat score for the site and reporting it to higher management
 Discussing the action points to improve C-sat & Quality scores of every associate.
 Refurbished the template of C-sat & quality monitoring in order to aligned with the market demands
 Implementations of RSA Security Token and PGP Encryption.
 W2K Migration.
 Evaluation of Different Tools for Software and Hardware Database/Asset Management.
 Remote Deployment Tool Power Quest 5.0.
 Remote OS and Application Installation through System Management Server.
 Windows XP Migration.
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 Creating Competency Centre for Customer Service & Sales as brand building.
 Created final Competency Document and stage chart along with the parameters.