BHASKAR B S
Senior Leader Customer Delivery
Bangalore,KA
Summary
Dynamic senior leader with over 24 years of expertise in customer delivery, incident management, escalation handling, product development, and operations. Successfully managed customer sentiment during critical outages and high-pressure escalations, effectively mitigating potential impacts on health systems and preventing major business losses nationwide. Proven ability to build and lead high-performing teams that consistently exceed industry standards while driving multi-million dollar business growth. Committed to process improvement and operational efficiency, with a strong track record of executing projects successfully in fast-paced environments, recognized for meticulous attention to detail and proactive problem-solving skills.
Overview
24
24
years of professional experience
2026
2026
years of post-secondary education
Work History
Senior Leader Customer Delivery
Cisco Systems India Pvt Ltd.
04.2022 - Current
- Lead Global outage on SDWAN collaborating with stake holders, Engineering teams and leading communication to customers at regular cadence.
- Handled Critical network outage in a Stock exchange , which could have caused a major impact on economy. Represented cisco to explain the incident, Root cause analysis and proactive measures for network stability.
- Managed Major Incident in a Port Authority network with timely actions with TAC and engineering avoiding ships to miss signals and causing major business impact and also threat to life of sailors.
- Led enterprise networking team for Routing and Switching across multiple countries.
- Handled critical escalations for hospitals, BFSI, and top universities.
- Developed tools for prioritizing feature requests and addressing urgent customer issues.
- Collaborated with sales team to strengthen customer relations and manage POC for key clients in Australia, Singapore, and India.
- Created training plans for customers and partners on best practices and basic product debugging.
- Facilitated workshops to improve team collaboration and drive process enhancements.
- Transformed customer satisfaction index from 70% to 91% within six quarters.
- Managed budgets, resources, and personnel to enhance organizational performance.
Senior and lead engineer - Test
Cisco Systems India Pvt Ltd.
02.2010 - 02.2016
- Leading test and delivery team for Software Maintenance Upgrade [SMU] for ASR9k, C12K and CRS
- Defined process and streamlined SMU release activities
- Part of SMU approval committee
- Redefined SMU build process and test activities
- Designed and developed SMU test Automation suite & reduced man power utilization by 60%
- Single point of contact for BT and Sprint Accounts for escalations
- Provided mentorship for junior team members.
Leader Customer Delivery
Cisco Systems India Pvt Ltd.
02.2016 - 2022
- Managing High Value Services and solution Support
- Managing escalations for multiple Cisco Security products
- Managing teams located in multiple locations
- Collaborating 15+ cross functional teams in handling customer delivery and success
- Driving quality initiatives
- Leading interop process between sales, account teams and engineering for ASIA region for NGFW
- Representing business unit for critical escalations
- Provide leadership to a team of 25+ engineers on security product escalations and deployments and collaborations
- Revamped escalation process for 2 security products and aligned them to the main escalation stream
- Managing Customer delivery program for ANZ Customers
- Responsible for Cross Functional Collaborations including Sales and Systems Engineering which is adding more value to business
- Driving Customer training programs to provide better insight of the product, enabling them to handle devices and solutions effectively
- Part of talent acquisition team for the Business Unit.
Education
Senior Leadership Program - Risk Analysis, Product Development , Finance, Law
IIM Nagapur
Nagapur IndiaMCA -
University of Mysore
BSc Electronics -
University of Mysore
Skills
Process Implementation
Education
other
Timeline
Senior Leader Customer Delivery
Cisco Systems India Pvt Ltd.
04.2022 - Current
Leader Customer Delivery
Cisco Systems India Pvt Ltd.
02.2016 - 2022
Senior and lead engineer - Test
Cisco Systems India Pvt Ltd.
02.2010 - 02.2016
MCA -
University of Mysore
BSc Electronics -
University of Mysore
Senior Leadership Program - Risk Analysis, Product Development , Finance, Law
IIM Nagapur