S. Suresh
Thrissur
Summary
Results-driven professional with 34 years in Operations and Maintenance, Project Management, and Network Planning. Skilled in analysing system needs, streamlining processes, and enhancing customer satisfaction. Experienced in managing large teams and driving improvements in service quality.
Currently serving as Senior Manager – Customer Operations at Kerala Vision Broadband Limited since January 2024.
Overview
34
34
years of professional experience
Work History
Senior Manager (Cust. Operations)
Kerala Vision Broadband Ltd.
01.2024 - Current
- Heading Enterprise SD & SA, Customer Care, Technical Assistance Centre & Field Operations
- Service Delivery and service assurance for Enterprise Business customers across products
- Collaborate with all stakeholders to ensure synergies towards the customer’s loyalty
- Customer Care, Technical Assistance Centre & Field Operations
- Technology developments ensure customers’ excellence
- Kerala Vision Broadband Limited is an initiative of independent Cable TV Operators in Kerala under the guidance of the Cable Operators Association (COA), a CAT A Internet service provider extending FTTH Broadband services in prominent cities all over India. 5th Largest Internet Service Provider in India.
General Manager
Dwan Supports Private Ltd.
12.2020 - 12.2023
- Essayed pivotal role to implement in network transformation with ARISTA Gateway, Multiple Virtual BNG solutions to ensure superior experience of services to customers.
- Ensured 100 % growth in Subscriber addition & revenue in 6 months’ duration.
- Reformed Network Uptime & QOS levels as per TRAI norms.
- Ensured necessary NMS implementations, Process correction and methodologies for effective monitoring and superior support to franchisees.
- Resource optimization without compromising on Quality of experience to the customers
- Dwan Supports Private Limited is, CAT A Internet service provider extending FTTH Broadband services in prominent cities all over India.
General Manager - NOC
Knet Solutions Pvt Ltd.
09.2016 - 07.2020
- Essayed pivotal role to implement annual network rollout plans and executed in coordination with respective functions to achieve business targets.
- Project Management, network rollout, capacity planning and new city network expansion activities as per business requirement
- Ensuring Network Uptime & customer experience levels as per DOT norms.
- QOS Management and Audit compliance
- To ensure that systems, processes and methodologies as specified are followed to sure effective monitoring, control and support
- Tracking of materials availability as per schedule and communicating the deviations towards management.
- Resource optimization without compromising on Quality of experience to the customers
- K Net Solutions Private Limited is incorporated on 08 June 2015, CAT B Internet service provider extending FTTH Broadband services in prominent cities in India.
Senior Manager –SOC
Tata Teleservices Limited
07.2015 - 08.2016
- Leading the service assurance for Enterprise Business customers, nationally for Voice & Data line of products (Wire line & Wireless)
- Managing end to end ownership of customers’ concerns post implementation and assure that all commitments made to customers are fulfilled.
- Collaborative with all stake holders to ensure synergies towards Service assurance
- Service Improvement and reduction in escalations
- Leading strategic Service Assurance activities pan India, for Enterprise customers, across all Telecom products.
- Program Managing service revamp activities which include CRM evaluation, High Value Customer strategies, Improvement in customer empowerment through online services and Segmented Service Differentiation.
- Responsible for driving tech & Non-tech Complaints resolutions within TAT & operational efficiency.
- Relationship management for platinum segmented customers by periodic visits & specialized attention towards customer concerns
- Service delivery & assurance of Vehicle tracking Solutions
- QOS monitoring & Customer Experience Management across products
- Fault & Incident Management to ensure superior customer satisfaction levels
National Lead – Complaint Management, Service Assurance
Tata Teleservices Limited
11.2014 - 06.2015
Service Management Head
Tata Teleservices Limited
09.2013 - 10.2014
Service Assurance & Field operations (O&M) Head
Tata Teleservices Limited
09.2012 - 08.2013
- Entrusted with the responsibility of managing entire gamut of service assurance functions for Wire line and Wireless Voice & Data including ILL, PRI, LL, MPLS services and Wi-Fi hotspot through a team of 120+ engineers spread across multiple cities.
- Managing network rollout, capacity planning and network expansion activities as per business requirement
- Overall responsibility of managing end to end networks of wire line & wireless broadband services.
- Responsible for managing network planning, design and implementation of core & access networks.
- Actively involved in 24/7 network operations of IP & metro Ethernet networks.
- Identifying and developing reliable channel partners and vendors and building excellent relationships with them.
- Spearheading functions for meeting network uptime, complaints/fault rate targets.
- Devising and executing AOP – Capex and Opex, asset management, materials logistics coordination and resource management functions.
- Field force productivity Management
- Imparting effective training to workforce to enhance efficiencies.
- Ensuring strict adherence to statutory/regulatory requirements as per Audit/ TRAI/ DOT.
Regional Network Manager
Tata Communications Limited
08.2010 - 08.2012
- Formulated and implemented annual network rollout plans and executed in coordination with respective functions to achieve business targets.
- To manage the performance of services to clients as agreed in the contract and ensuring that the service levels are achieved.
- Ensure quality and profitable services are performed to the agreed SLA across data products
- To ensure that systems, processes and methodologies as specified are followed to sure effective monitoring, control and support after service delivery
- Resource optimization without compromising on Quality
- Played a pivotal role in ensuring customer connectivity on Multiple access media as per SOP within Install cycle time.
- Effectively managed network coverage to enhance the feasibility ratio.
Zonal Manager -Network Operations
Direct Internet Limited
04.2005 - 07.2010
- Essayed an integral role in the successful management of network and customer support operations of South & West Zone.
- Led key initiatives to achieve 99.5% uptime of customer services in both zones
Regional Support Manager
Primus Telecommunications Limited
03.2001 - 03.2005
- Improved customer satisfaction through provision of WAN, VOIP, firewall, UTM and VPN products and support.
- Successfully executed planning, designing functions for the establishment of new and additional pop sites.
- Planned, implemented and maintained radio sites, base stations and RF links to ensure reliable internet connectivity.
- Implemented and managed Cisco 7200, 7500, 3800, 3700 series routers and Cisco 3550, 4948 switches to enhance network performance.
- Achieved configuration of BGP with upstream service providers & Customers, OSPF between the Pop sites.
- Evaluated appropriate hardware / software for support and network operations and successfully implemented them to the network.
- Resolved problems in local loops using various BSOs leased lines and RF modems.
Engineer
Arya communications & Electronic services Ltd.
03.1999 - 03.2001
- Conducted R.F. surveys and installed and maintained cellular, paging, trunking, and 2-way radio equipment to ensure reliable communication services.
- Maintained Trunking Switching Station at Vadapalani, Chennai, supporting uninterrupted operations across multiple locations.
- Provided Level 2 customer support for Motorola VHF, UHF, pagers, and mobile phones, ensuring timely resolution of technical issues.
- Arya communications & electronic services (ACES) Ltd., authorized distributor and service centre for Motorola India Ltd. in the areas of Two-way radios, Cellular, Paging & Trunking services. ACES is operating independent Trunking services in about nine cities in India.
Supervisor Electronics
Ramoji film city
10.1996 - 03.1999
- Installation & maintenance of SIEMENS Hicom 320 high-end switching system incorporates 1024 ports, voice mail, Domain management, Caracas hotel package & IDS in call processing.
- LAN & WAN implementation & Maintenance
- Ramoji film city is Asia’s no.1 film city of 100 crores project in 1200 acres with SIEMENS HICOM 320 high end Voice switch & other communication equipment’s.
Service Engineer; Marketing & Customer support
H.K.Enterprises
01.1992 - 10.1996
- Developed marketing strategies and provided customer support for intercom systems and related communication devices, enhancing user experience and satisfaction.
Education
Diploma in Electronics & Communication Engineering - Diploma Engineering
Sakthi Institute of Technology
Shakthi Nagar01-1992
Skills
- Customer service management
- Team leadership
- Stakeholder engagement
- Process optimisation
- Project management
- Operational strategy
- Risk assessment
- Performance monitoring
- Cross-functional collaboration
- Client relationship management
- Data analysis
- Customer experience enhancement
- Negotiation skills
- Strategic planning
- Technical documentation
Timeline
Senior Manager (Cust. Operations)
Kerala Vision Broadband Ltd.
01.2024 - Current
General Manager
Dwan Supports Private Ltd.
12.2020 - 12.2023
General Manager - NOC
Knet Solutions Pvt Ltd.
09.2016 - 07.2020
Senior Manager –SOC
Tata Teleservices Limited
07.2015 - 08.2016
National Lead – Complaint Management, Service Assurance
Tata Teleservices Limited
11.2014 - 06.2015
Service Management Head
Tata Teleservices Limited
09.2013 - 10.2014
Service Assurance & Field operations (O&M) Head
Tata Teleservices Limited
09.2012 - 08.2013
Regional Network Manager
Tata Communications Limited
08.2010 - 08.2012
Zonal Manager -Network Operations
Direct Internet Limited
04.2005 - 07.2010
Regional Support Manager
Primus Telecommunications Limited
03.2001 - 03.2005
Engineer
Arya communications & Electronic services Ltd.
03.1999 - 03.2001
Supervisor Electronics
Ramoji film city
10.1996 - 03.1999
Service Engineer; Marketing & Customer support
H.K.Enterprises
01.1992 - 10.1996
Diploma in Electronics & Communication Engineering - Diploma Engineering
Sakthi Institute of Technology