Aneesh Kannankara

- Managed global support services (ITIL), program management, consulting and service delivery teams - Large scale IT support, consulting, deployment, operations, vendor and partner relations - Develop IT consulting and service delivery processes, procedures, governance models, implement such models globally - End-to-end program and project management using both agile and waterfall methodologies, driving transformational projects in multi-vendor environments, and leading ITIL based global service delivery. - Collaborated extensively with product management, sales, account teams, solution architects, and business units to ensure effective cross-functional interlock. - Achievements include leading delivery programs for prestigious events such as EXPO2020, Wimbledon (multiple years), COP28, COP29, FIFA2022, EURO2024, and the Paris Olympics 2024. Was part of Game Time Leadership steerco, governing availability of IT, Network, WiFi, Applications and Security Infrastructure. - Led global AI/ML initiatives aimed at automating troubleshooting, data analysis, and anomaly detection. - Provided leadership in incident, problem, and change management, focusing on both the people and business dimensions while overseeing a multicultural team. - Emphasized operational excellence, continuous improvement (creation of best practices, optimization of process/procedures), and adherence to KPIs, SLA/WLA, ensuring the delivery of measurable outcomes. - Mentored and coached technical experts, focusing on their personal development and career growth. - Resource planning, budget management (forecast for growth), hiring and training to expand the team in various global locations, vendor management (support and delivery partners - outsourcing).

- Managed professional services and support teams om a global scale, overseeing network transformation projects and service/support delivery with budget and scope compliance - Increased technology adoption through CX (customer success), sales initiatives and partner programs, - Expanded global footprint by launching CX support and professional services in Cisco Lisbon - Handled complex escalations and customer engagements, meeting SLAs and KPIs committed to customers both internal and external with focus on CSAT/NPS - Managed IT service delivery for critical accounts and programs

- Managed global service delivery and acquisition integration functions. - Built support teams from scratch in EMEA for various new-to-the-market Cisco technologies (Network Orchestration, Mobility, Software Defined Access/WAN). - Defined work procedures, process flow, scope of work and governance frameworks with global alignment and standardization. - Collaborated with sales to increase product adoption through field trials, PoCs, and solution demos - Partnered with engineering and product management to improve serviceability and adoption of solutions/products and fine-tuning of support, escalation and review procedures. - Customer satisfaction measurement (NPS, CSAT) implementation and refinement - Managing remote teams, reviewing proposals of outsourced support, selection and onboarding of delivery partners.

- Responsible for readiness of the team for Cisco's newly acquired (ex Broadhop, Cariden) PCRF / AAA / WANOrch Solutions, from a technical and process standpoint. - Integration and production (escalation) support for Cisco's mobile wireless solutions: ASR5x00 Platform and Implementations: S/GGSN, S/PGW, PDSN, HA, MME, HNBGW, PCRF (Policy Suite) - Periodic and on-demand escalation review/meetings for key customers. - ITIL based service delivery and team (people, operations, KPIs) leadership. Change and incident management. - Giving Back: Cisco Silver Volunteer, active contributor in multiple initiatives inside the organization and outside. - Empower and grow people around me ! - Represent support services in external industry events

• Process & SLA Governance: Adherence to MSIP processes. • Team Leadership – workload management, operations, resource management, KPI review • Escalation engineer for the team: Work on highly complex technical problems and integration issues • Project Management for mobile core & IP backbone transformation, for global telecom service providers • On-site assignments in design, integration and maintenance of packet core network for multiple customer accounts (Bharti Airtel, VNM, Vodafone) • Configuration and L3 support of packet backbone & packet core network elements for telecom datacenters Highlights ** Played key role in the solution design, integration and support for the first ever 3G packet core network in India ** Implementation (design, consult, integrate, acceptance) of new datacenter for a leading mobile operators

• Deployment & post-sales support for VAS (Value Added Services) products and solutions in key mobile (GSM) service providers • Products/Solutions: PRBT/CRBT, MCI, Voice Portal (IVR) • Design & implementation of associated server (Windows/Linux) and network infrastructure (LAN/WAN) for deployment of OnMobile VAS solutions and its interworking with other sites and peer nodes in operator's network • Traveled extensively to multiple customer locations across India, to deploy On Mobile VAS subsystems and integrate to GSM networks.

• Deputed as IT Engineer to handle integration, support & expansion of IT infrastructure for public-sector customers of HCL • Prepare & run new IT infrastructure & expansion projects for HCL’s customers. • Requirement Analysis, BoM, scoping, budgeting, resource allocation and delivery. • Onsite supervision and technical support.