Abhilash Tiwari
Summary
Senior Service Delivery and Global Program Leader with 13+ years of experience managing large-scale telecom, unified communications, and managed services programs for Fortune 50 and Tier-1 BFSI clients. Proven track record in end-to-end service delivery, client engagement, financial governance, SLA excellence, and operational transformation across global delivery models. Deep expertise in AT&T engagement leadership, Cisco R&D engineering programs, and regulated banking environments. Known for building high-performing global teams, strengthening governance frameworks, improving SLA performance, and delivering measurable business outcomes.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Global Program Management Lead – AT&T Engagement
INFOSYS LTD.
01.2024 - Current
- Lead end-to-end global service delivery and program governance for AT&T, supporting ~200 enterprise customers across regions.
- Serve as senior client-facing leader, managing executive stakeholders and ensuring strategic alignment with client objectives.
- Own delivery planning, execution, governance cadence, and executive reporting across multi-region teams.
- Drive financial accountability, including budgeting, forecasting, and margin optimization.
- Oversee and mentor global teams of program managers, service managers, and technical leads.
- Ensure adherence to SLA, KPI, risk, security, and compliance requirements.
- Lead continuous service improvement (CSI) initiatives to enhance service quality and operational efficiency.
Engineering Manager – Cisco R&D (Unified Communications)
INFOSYS LTD.
02.2022 - 12.2023
- Led Cisco R&D engineering programs for CUCM 14.x and 15.x releases.
- Managed engineering teams across SDLC, release governance, and delivery predictability.
- Collaborated closely with Cisco product management, architecture, and QA teams.
- Owned release readiness, defect governance, and delivery risk management.
- Supported high-severity escalations and participated in executive-level RCA discussions.
Lifecycle Manager – Tier-1 BFSI Client
BRITISH TELECOM (BT GLOBAL SERVICES)
12.2018 - 02.2022
- Led end-to-end service lifecycle management for a regulated Tier-1 BFSI customer.
- Owned lifecycle governance, risk management, compliance, and EOL/EOS programs.
- Managed SLA/KPI performance, executive dashboards, and service reviews.
- Directed a team of 30+ technical and service delivery resources.
- Led major incident governance, root cause analysis, and CSI initiatives.
Level 3 Network Voice Engineer
BRITISH TELECOM (BT GLOBAL SERVICES)
03.2015 - 12.2018
- Provided L3 support for enterprise Cisco Unified Communications platforms.
- Led major incident management, technical RCA, and service restoration.
- Supported migrations, upgrades, and transformation initiatives.
- Contributed to platform stabilization and service improvement programs.
Network Specialist – Cisco Voice Operations
HCL TECHNOLOGIES LTD.
06.2012 - 03.2015
- Delivered enterprise Cisco UC operations within ITIL-based service environments.
- Handled complex incidents, change management, and problem management.
- Supported platform optimization and operational stability initiatives.
Education
Bachelor of Technology (B.Tech) -
01.2012
Skills
- Global service delivery and operations leadership
- Program and portfolio governance
- Executive client and stakeholder management
- Managed services expertise
- Financial governance and forecasting
- SLA, KPI, and operational excellence
- Risk and compliance management
- Service lifecycle governance
- Continuous service improvement strategies
- Global workforce planning
- Vendor and partner management
- ITIL v4 certification
- PRINCE2 methodology
Certification
- PRINCE2
- ITIL v4
- Cisco CSM
Timeline
Global Program Management Lead – AT&T Engagement
INFOSYS LTD.
01.2024 - Current
Engineering Manager – Cisco R&D (Unified Communications)
INFOSYS LTD.
02.2022 - 12.2023
Lifecycle Manager – Tier-1 BFSI Client
BRITISH TELECOM (BT GLOBAL SERVICES)
12.2018 - 02.2022
Level 3 Network Voice Engineer
BRITISH TELECOM (BT GLOBAL SERVICES)
03.2015 - 12.2018
Network Specialist – Cisco Voice Operations
HCL TECHNOLOGIES LTD.
06.2012 - 03.2015