Edward Hipson Arumaidurai
Mumbai
Summary
Seek a challenging and rewarding position field of Service Delivery and operation management and Work with Business Management and have an opportunity to contribute to the benefit of the business of the organization.
High caliber Telecom & Networking Background with rich skills in Service Delivery , project management, Deployment and Operation Management more than 27 years.
Overview
27
27
years of professional experience
1
1
Certification
Work History
Leader Customer Delivery
Cisco Systems
02.2025 - Current
- Support delivery of High Touch Technical Care.
- Escalation Management .
- Renewal Support .
- QBR review with customer.
- Driving Product & Software Quality with Engineering.
- Drive Operational Excellence.
- CX Point of contact for Customer operations.
- Strong Interlock with BU Escalation ,Engineering team,TAC lead ,Technical Support and Renewal Team
High Touch Operation Manager
Cisco Systems
07.2019 - 02.2025
- Support delivery of High Touch Technical Care program of Cisco to critical Service Provider Customer
- Ensure follow-up and closure of critical problems with large strategic customers.
- Continual improvement strategies to optimize customer’s perceptions of service and support.
- Interlocks with HTTS, BU Escalation, Engineering team for SW issues and HW BU for HW Issues.
- Getting the fix made available by Enhancement for HW quality and SW quality as per the customer services requirement.
- Interlock with Hardware BU and to get the improvement done on the product so that operational issues are reduced.
- Interlock with SLO team and renewal team.
- Weekly governance with customer exec for critical issues.
- Review of back Log cases and analysis of customer’s operational incidents and support needs.
- Ensure weekly and Quarterly KPI report.
- Engages all appropriate Cisco Team -HTTS, BU Escalation and engineering on critical escalations and get to the root cause, recommendation & the fix /Road map available.
- SPOC for operational issues.
- Critical Thinking: Identifying and understanding issues, problems, and opportunities.
Project Manager
Cisco Systems
07.2015 - 10.2019
- Lead end to end Delivery of 100G Deployment in IPMPLS network for the one of Largest network.
- Program management for for 5.3.2 Image for ASR9K from release of 5.3.2 Image till Deployment in the field.
- Deployment of 5.3.4 with Hardware expansion in core nodes in production environment ensuring no services outage.
- Audit & remediation of Core network (ASR 9K & Nexus Nodes).
- Acceptance test for PAN India Core Nodes involving Convergence & Services testing.
- Drive critical operation issues for resolution which comes up during the Deployment in operational nodes.
- Drive the AS/CX Team, Operation team and BU team to get the solution for the issues.
- Tools-Cisco EPNM & DCNM, Managing more than 230K Nodes of IPMPLS & Data Centre nodes.
- Work with cross functional teams.
Sr. Manager (Transport IP projects)
Vodafone (I) Ltd
02.2011 - 01.2015
- Project Management of Pan India IP Projects (CEN, FLDS, Security, NMS).
- Lead the end-to-end delivery of large scale IP projects.
- Work with cross-functional teams for all initiatives on the approved Business case.
- Providing corporate Guidelines to all the circle Project Team.
- Vendor Management & Provide RFP Requirements for Project Deployment and for smooth Operations.
Technical Specialist
Datacraft (I) Ltd (Currently NTT)
01.2009 - 01.2011
- Team Leader and L3 Support for the client, managing the enterprise network.
Escalation Engineer
Cisco Systems
San Jose
01.2008 - 11.2008
- Escalation Engineer in GSR Business Unit.
- Working closely with Cisco’s customer like Sprint, Verizon, AT&T for addressing the CAP cases and P1 cases for issues in the GSR platform.
- Reproducing the customer reported issues and Co-ordination with Development Engineering Team to fix it.
- Testing the fixes done by DE team in the lab, before the image is released.
- Come up with customer-based test environment based on their deployment and combination of the configuration. It is very specific to the customer.
- In this, performing the different kind of testing (Stress, Scale test) manually.
- CAP award in GSR BU for handling the critical issues.
Senior Customer Support Engineer
Datacraft (India) Ltd
04.2000 - 06.2007
- Working in the capacity of a handling technical queries and problems associated with various ISP customer accounts and other primary Enterprise and Banking customer accounts.
- Network Implementation & Technical Consultancies to provide inputs and evaluate products as per customer requirements to enhance network performance.
- Cisco Hardware and IOS suggestion.
- Low Level Design Documentation for the project implementation.
- Responsible as SDM for Enterprise/SP clients, having network across the country.
- Hands on experience different vendor products Cisco, Extreme, Check point Firewall, Bluecoat URL Filter, NET IDNX Multiplexer products.
Engineer
Partech systems
01.1998 - 03.2000
- Company Overview: Partech Systems is the Franchisee of Hughes Escorts communications Ltd operates in India, which is the biggest VSAT Service Provider in India.
- Worked as customer support engineer in various roles including VSAT operations, site-survey, Installation and maintenance of VSAT Equipment’s across different states.
- Management of the VSAT Network for RIL having SCPC PAMA Technology.
- Award: Appreciation received from HECL MD, for making the VSAT network up during extreme bad weather with cyclone at Reliance Jamnagar.
- Partech Systems is the Franchisee of Hughes Escorts communications Ltd operates in India, which is the biggest VSAT Service Provider in India.
Education
Post Diploma -
Telematics
01.1997
Diploma -
Electronics and Radio Engineering
Mumbai, India01.1995
HSC -
Maharashtra State Board
01.1993
SSC -
Maharashtra State Board
01.1991
Skills
- Escalation management
- Customer delivery
- Operational efficiency
- Technical support
- Project management
- Cross-functional collaboration
Certification
- Cisco Certification-CCNA, BSCI & BCMSN –CCNP
- ITIL Foundation
- Prince 2 Practitioner
Personal Information
- Date of Birth: 02/07/76
- Marital Status: Married
Timeline
Leader Customer Delivery
Cisco Systems
02.2025 - Current
High Touch Operation Manager
Cisco Systems
07.2019 - 02.2025
Project Manager
Cisco Systems
07.2015 - 10.2019
Sr. Manager (Transport IP projects)
Vodafone (I) Ltd
02.2011 - 01.2015
Technical Specialist
Datacraft (I) Ltd (Currently NTT)
01.2009 - 01.2011
Escalation Engineer
Cisco Systems
01.2008 - 11.2008
Senior Customer Support Engineer
Datacraft (India) Ltd
04.2000 - 06.2007
Engineer
Partech systems
01.1998 - 03.2000
Post Diploma -
Telematics
Diploma -
Electronics and Radio Engineering
HSC -
Maharashtra State Board
SSC -
Maharashtra State Board
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