Ashutosh Vashishtha
Bengaluru
Summary
Dynamic and results-driven IT Networking Leader with over 13 years of experience managing large-scale technical support operations and customer delivery across enterprise accounts including Microsoft, Google, and AT&T. Proven expertise in service provider networking, Operations Management, and Customer Relationship Management. Adept at building and mentoring high-performance technical teams from scratch, leading cross-functional collaborations, and driving customer satisfaction. Known for delivering quantifiable business impact through process innovation, automation, and customer-focused strategies.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Leader – Customer Delivery
Cisco Systems India Pvt. Ltd.
Bengaluru
06.2022 - Current
- Leading technical delivery for global enterprise accounts with a focus on scale, consistency, and innovation.
- Built 3 delivery teams from ground zero for Microsoft, Google, and AT&T; achieved 100% headcount fill rate in <6 months.
- Led the deployment and maintenance of WAN technologies for XR and Whitebox portfolio implementations.
- Designed & implemented a training framework across multiple business units.
- Spearheaded organizational change in team structure, reducing handoffs by 30% and increasing response agility.
- Championed automation initiatives for delivery reviews, saving ~200 hours/year.
- Delivered MBRs/QBRs with stakeholders and customers, contributing to >95% customer satisfaction.
- Successfully led expansion of service portfolio, driving 15% revenue growth YoY.
- Collaborated with Sales/BDMs/Product teams to co-create 4 new service offerings for target accounts.
- Drove CSR and Inclusion campaigns, leading to 50%+ employee participation.
High Touch Operations Manager
Cisco Systems India Pvt. Ltd.
Bengaluru
01.2021 - 06.2022
- Acted as single point of contact for post-sales support of top-tier global clients.
- Managed 100+ critical incident escalations annually with <2% SLA breach.
- Delivered 20+ Quarterly Business Reviews (QBRs) with customer leadership teams.
- Designed and led an automation project for depot stocking, improving SLA compliance by 20%.
- Conducted >25 training sessions for HTOM groups and mentored new joiners, improving readiness index by 40%.
- Key contributor to innovation at theater level through cross-org collaboration.
Escalation Engineer – TAC
Cisco Systems India Pvt. Ltd.
Bengaluru
06.2015 - 01.2021
- Led escalation handling for LAN Switching, owning end-to-end resolution of complex cases.
- Managed critical accounts across APAC and EMEA, consistently maintaining >98% customer satisfaction.
- Conducted 30+ executive retrospectives for high-impact incidents with actionable outcomes.
- Created and led training programs for internal teams and global partners on Cat 9k platform.
- Onboarded and supported Cisco TAC Sydney team; reduced case resolution time by 25%.
- Received multiple Cisco leadership awards for customer excellence and innovation.
Technical Consulting Engineer
Addeco India Pvt. Ltd.
11.2014 - 06.2015
- Company Overview: (Client: Cisco)
- Resolved 300+ service requests with consistent positive CSAT.
- Co-led hiring for Cisco TAC Switching team across India.
- Delivered internal training for faster onboarding and knowledge retention.
- (Client: Cisco)
Network Engineer (TAC)
CSS Corp India Pvt. Ltd.
11.2012 - 11.2014
- Provided L2/L3 support for Alcatel-Lucent products.
- Acted as Team Quality Evaluator (TQE); led internal audits and coaching.
- KCS Coach; improved team’s knowledge base usage by 40%.
Network Engineer (NOC)
IPsoft India Pvt. Ltd.
08.2010 - 10.2011
- Managed production networks for Baxter, Sears, and Coca-Cola Enterprises.
- Promoted to Shift Lead within 6 months for excellence in change management.
- Mentored fresh hires and led implementation projects across APAC.
Education
Master of Business Administration -
NMIMS
Bengaluru01.2023
Bachelor of Technology - Information Technology
College of Engineering Roorkee
Roorkee, India01.2010
Skills
- Network Infrastructure Management
- People Leadership & Talent Development
- Escalation & Incident Management
- Service Delivery Excellence (MBR/QBR)
- Project & Program Management
- Client Relationship & Stakeholder Management
- Cisco Platforms (Enterprise, Security, Service Provider)
- Technical Coaching & Onboarding
- Innovation & Continuous Improvement
Certification
- Cisco Certified Internetwork Expert (CCIE)
- Certified Ethical Hacker (CEH)
- TSIA Certified – Support Staff Excellence
Awards
- Cisco SVP Recognition – Customer Sentiment & Issue Resolution
- CX India Pioneer Award – Innovation & Delivery Excellence
- Cisco Director Appreciation (multiple years)
Personal Information
Visa Status: Holding Temporary Skill Shortage (Subclass 482) visa
Additional Highlights
- Led innovation hackathons, inclusion initiatives, and return-to-office engagement activities.
- Speaker and contributor to CX Thought Leadership Sessions.
- CSR and DEI Program Lead (2023–2024)
Timeline
Leader – Customer Delivery
Cisco Systems India Pvt. Ltd.
06.2022 - Current
High Touch Operations Manager
Cisco Systems India Pvt. Ltd.
01.2021 - 06.2022
Escalation Engineer – TAC
Cisco Systems India Pvt. Ltd.
06.2015 - 01.2021
Technical Consulting Engineer
Addeco India Pvt. Ltd.
11.2014 - 06.2015
Network Engineer (TAC)
CSS Corp India Pvt. Ltd.
11.2012 - 11.2014
Network Engineer (NOC)
IPsoft India Pvt. Ltd.
08.2010 - 10.2011
Master of Business Administration -
NMIMS
Bachelor of Technology - Information Technology
College of Engineering Roorkee
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