Ratnesh Ranjan

CEO

Delhi, India18 yrs 8 mos experience

Most Likely To SwitchHighly Stable

Key Highlights

Led a global team from 5 to 110 members.
Certified Lead Auditor for ISO 27001.
Expert in optimizing technical support processes.

Stackforce AI infers this person is a SaaS expert with a strong focus on technical support and information security.

Contact

Skills

Core Skills

Information Security GovernanceRisk Management & ComplianceTechnical SupportStakeholder ManagementCustomer Support

Other Skills

C-LevelEscalations ManagementDocumentationTeam ManagementTrainingDocument ManagementBusiness-to-Business (B2B)Multi-functionalCustomer InteractionSecurity Architecture & StrategyIncident Response & Threat ManagementStakeholder Communication & LeadershipNetwork SecuritySQL InjectionVendor Management

About

I am an accomplished professional delivering nearly 15 years of career success in Application & Product Support, Process Excellence in Software Support Services, Logistics & Supply Chain Management. My dexterity lies in setting-up technical & product support processes right from the scratch including defining & developing tools; key member of the board & investor meetings to strategize the growth of function and the organization. Demonstrated excellence in gathering and understanding requirements of clients and other multiple stakeholders (at strategic and tactical levels), followed by translation into functional specifications as well as provisioning of suitable solutions. Over the time, I have proved my excellence in leading business architectural efforts to resolve integration & interface issues between various systems with focus on optimizing performance, adding new features and scalability. Key achievements- • Excellent at working in a global team environment & coordinating with various stakeholders; trained & developed a team from 5 to 110, extending technical support to clients across globe including EMEA, APAC, GCC, EU, US & India • Recognized as Certified Lead Auditor for ISO 27001, delivered excellent results in exceeding quality of service commitments and in resolving complex & critical system issues within defined SLAs

Experience

18 yrs 8 mos

Total Experience

3 yrs 8 mos

Average Tenure

9 yrs 4 mos

Current Experience

Fareye

3 roles

AVP - InfoSec & IT

Promoted

Apr 2025 – Present · 1 yr 1 mo · Noida, Uttar Pradesh, India

Information Security GovernanceRisk Management & Compliance

Director Technical Support

Promoted

Jun 2021 – Mar 2025 · 3 yrs 9 mos · Noida, Uttar Pradesh, India

Heading 3 different functions of Support, Quality and Technical Writing including LMS:
Mapping client / business requirements, providing customized solutions involving finalization of product specifications and selection of appropriate techniques
Administering end-to-end development of applications utilizing some of the breakthrough and emerging technologies available in market
Also leading a team of 5 members from Quality Team for maintaining and improving the quality of Support; Coordinating with cross-functional/ onsite and offsite teams for ensuring adherence to specified SLAs
Heading a Technical Writing Team of 4 members to document product manuals, release notes, Knowledge base articles a per the specified norms
Heading the LMS Team for internal stakeholders as well as clients & partners learning

C-LevelEscalations ManagementTechnical SupportStakeholder Management

Sr. Manager - FarEye

Nov 2016 – May 2021 · 4 yrs 6 mos · Noida, Uttar Pradesh, India

C-LevelEscalations Management

Leo burnett

Manager

Feb 2015 – Oct 2016 · 1 yr 8 mos · New Delhi, Delhi, India

Led a team of 7 Technical Support Specialists supporting Regions including APAC, EMEA and NA; monitored SLAs of team members
Maintained a dynamic knowledge base of technical solutions to ensure that the organization's IT infrastructure is as efficient and productive
Developed technical documentation for released products or versions
Prepared, recommended, & monitored budget for technical support team
Reviewed support ticket requests and identified significant issues to provide high level of technical support service as defined by the customer service standards and exceptional customer service that exceeds their expectations
Provided training to clients worldwide, went to Poland & Frankfurt to deliver the training for existing application
Created & maintained roster for all staff for full coverage of 24X7 process

C-LevelEscalations Management

Adobe

2 roles

Senior Product Consultant

Promoted

Feb 2013 – Feb 2015 · 2 yrs

Extended customer support via telephone, e-mail and portal for LiveCycle Server and LC Designer at Adobe Systems
Handled prestigious clients such as Bank of America & NASA for product consultation
Coordinated with Engineering/ Product Management to ensure customers’ expectation for future product development are met
Assisted in testing new and enhanced product features; troubleshot, validated, and reported customer submitted bug reports
Provided support to the Engineering Team in resolving product issues
Addressed customer concerns and questions, large and small, in an effective and timely manner
Assist in special projects and other duties as assigned

Escalations ManagementDocument ManagementCustomer SupportTechnical Support

Product Consultant

Feb 2011 – Jan 2013 · 1 yr 11 mos

Document ManagementBusiness-to-Business (B2B)

Godfrey phillips india ltd

Software Developer

Aug 2009 – Feb 2011 · 1 yr 6 mos

Responsible for development of intranet and internet website for GPI. Database management of GPI venture (24x7 Retail Store and Colorbar)

Multi-functionalCustomer Interaction

Prspl global (startup)

Software Developer

Feb 2007 – May 2009 · 2 yrs 3 mos

Responsible for creating SOW, and First Level DFD for development based on requirements. Responsible for bug cleaning, website development; involved in usability, functional, integration and final publish of the website. Hold meetings and prepare documents related to the change requests.

Multi-functionalCustomer Interaction