A hands-on senior leader with over 30 years of experience across large-scale service delivery, telecom and broadband operations, information security governance, AI-led innovation, analytics, and business transformation. I have led teams, driven outcomes, and built systems — not just managed them.
View Highlights Contact MeI began my career in data communications and network engineering, and over three decades built leadership experience across telecom, broadband, customer operations, enterprise technology and information security. What sets me apart is that I have always stayed close to the mechanics of delivery — I understand the technology, the data, the processes and the people required to make things work at scale. I have held C-suite roles including Chief Technology Officer, Chief Customer Service Officer and Chief Information Security Officer, with end-to-end accountability across 1.1M broadband and 9M cable subscribers, 4,500+ field staff and operations spanning 50+ cities.
I have led national-scale operations across multiple companies simultaneously, managing outsourced contact centres, field teams, NOC environments and data centres while driving transformation through analytics, automation and AI-led innovation. I was among the first in the Indian telecom industry to deploy Voice BOTs and Chat BOTs in a live contact centre environment — and what I built were not simple scripted flows. They were agentic AI pipelines: multi-step workflows orchestrating sequential API calls across CRM, network provisioning and ticketing systems to deliver automated, end-to-end customer resolution without human intervention, across over a million broadband subscribers. The architecture maps directly to what is today described as multi-agent AI orchestration.
Alongside my operational leadership, I have served as CISO at Telesonic Networks and Siti Networks, and held network risk, vulnerability and compliance responsibility across broadband operations at Hathway and Bharti Airtel. I hold an active ISC2 Cybersecurity Certification (2025) and continue to deepen my security expertise through ongoing professional development. I have implemented ISO 27001-aligned security controls, led compliance programmes under GDPR and India's DPDP Act, and integrated security governance into large-scale operational environments from the outset — not as an afterthought. I bring a strong techno-commercial mindset — I identify the right technology, negotiate costs with vendors and make solutions feasible, scalable and sustainable.
I complement this experience with formal training through ISB's Advanced Management Programme in Business Analytics (AMPBA) — an 18-month executive programme whose curriculum included Large Language Models (LLMs), Transformer architecture, Retrieval-Augmented Generation (RAG), machine learning, Python-based analytics, statistical modelling, Tableau visualisation, NoSQL databases (MongoDB) and graph databases (Neo4j). This gives me both the technical grounding and the strategic vocabulary to lead AI transformation conversations at architecture and board level, and to build data-led operations, KPI frameworks and AI-enabled automation in service delivery and security governance.
Senior leaders have valued my calmness under pressure, structured thinking, speed of execution, strong stakeholder handling and ability to lead large transformation programmes within time and resource constraints. I am equally comfortable in the boardroom and on the operations floor. Based in Dublin with full-time Stamp 1G work rights (no employer sponsorship required), I am open to senior leadership roles in AI transformation, service delivery, managed services operations and cyber/security governance across Ireland and Europe.
End-to-end service governance, SLA management, escalation handling, cross-functional delivery, vendor management, and continuous improvement across large and complex service environments.
Built and guided dashboards, performance reports and KPI frameworks across multiple departments and functions, and then strengthened this work with formal training from ISB’s Advanced Management Programme in Business Analytics (AMPBA) in statistics, data modelling and visualisation. Strong ability to identify patterns, outliers and business insights from complex data sets, converting raw data into decision-ready intelligence for senior leadership.
First mover in Indian telecom to deploy VoiceBOTs and ChatBOTs in contact centres. Later leveraged analytics and AI training from ISB’s Advanced Management Programme in Business Analytics (AMPBA) to deepen understanding of customer journeys and intent, making these BOTs more versatile, accurate and customer-friendly, and to design further API-driven automation for field operations, reducing manual effort and improving CSAT significantly.
Led NOC operations, GPON/OLT/ONT environments, caching partnerships with Google, Akamai and Facebook, data centre oversight, ISP interconnects, and network vendor management (Cisco, Nokia, F5, Sumavision).
Identifies the right technology or solution, evaluates options rigorously, negotiates costs with vendors and service providers, and ensures commercial feasibility before deployment.
Managed outsourced contact centres, remote support, field teams, onboarding, and digital adoption programmes serving millions of broadband and cable subscribers across India.
Served as Chief Information Security Officer as an additional role alongside heading other key functions. Responsible for information security strategy, governance, and risk management.
Held CISO responsibility alongside the Chief Technology Officer role. Oversaw security governance, compliance frameworks, and risk mitigation across the organisation.
Responsible for risk assessment, vulnerability assessment, patch management, compliance, and security-aligned network operations across broadband infrastructure serving millions of subscribers.
Brings a structured GRC mindset to operations leadership: executive and board-level reporting, audit readiness, regulatory engagement, and compliance-aligned decision making.
Simultaneously led customer support, NOC, field operations, and data analytics teams across 4 companies — supporting millions of subscribers across India's broadband and cable networks.
Redesigned end-to-end incident management and escalation frameworks, reducing repeat incidents and improving SLA adherence — translating operational chaos into structured, measurable performance.
Deployed VoiceBOT and ChatBOT solutions, API-driven workflow automation, and AI-assisted analytics to reduce manual effort, accelerate resolution times, and surface actionable insights at scale.
Held dual CISO responsibilities across two organisations — driving information security strategy, audit readiness, regulatory compliance, and risk reporting to executive and board stakeholders.
Built KPI dashboards and operational reporting frameworks used by senior leadership for strategic decisions — integrating SQL, Tableau, and custom tools to convert raw data into business intelligence.
Led technology transitions, vendor negotiations, and multi-team rollouts across Oracle EBS, CRM, billing, and network platforms — consistently delivering within scope, time, and budget constraints.
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Manipal Institute of Technology — Manipal University
Alumni include Satya Nadella, CEO — Microsoft
Engineering Graduate
IIM Ahmedabad — Indian Institute of Management
Executive Education
ISB — Indian School of Business, Hyderabad
Executive Education • 18‑month blended programme in business analytics and AI
ISC² — International Information System Security Certification Consortium
2025
I had the pleasure of working closely with Anil Jhamb for the past six years at Hathway Cable and Datacom, where he served as our Chief Customer Service Officer. Anil consistently demonstrated exceptional technical knowledge, problem-solving abilities, and innovative thinking. His initiative to implement ChatBOT and VoiceBOT solutions was transformative — his attention to detail from customer, process, and vendor perspectives drastically improved our CSAT and NPS scores. His business acumen is exceptional, and he has been instrumental in driving the IT, Marketing, Sales, and Technology teams to ensure successful deliveries. Anil is a true asset, and I wholeheartedly recommend him.
Anil Sir has been a gem of a person and an experienced senior who has a solution to every problem. He is crystal clear with his approach — he knows what you are going to think next or do next, and he knows what it takes to succeed elegantly in any facet of professional life. His leadership skills are exemplary and inspirational. His ability to understand domestic and international markets, learn evolving technologies, and connect with professionals of any age group makes him the right person to lead and grow any business.
I occasionally offer pro bono mentoring conversations for early-career and mid-career professionals in IT, telecom, technology operations, cybersecurity and service delivery. These are informal, one-to-one discussions focused on understanding where you are now, where you would like to go, and practical steps you can start taking.
My perspective is shaped by leading large-scale networks, customer service operations, service delivery and security responsibilities, and by working with practical AI implementations such as chatbots, voicebots and automation in real environments. I aim to share the hard-earned lessons behind what has worked (and what has not) in live operations and transformation.
Mentoring is my way of giving back – sharing experience in the hope that those I support today will one day support others.
If you feel a few conversations might be helpful, you are welcome to contact me with a brief note on your current role, your 12–24 month direction, and one key challenge you would like to talk through. I may not be able to say yes to everyone, but I will do my best.
Disclaimer: Mentoring conversations are provided for educational and career-development purposes only. They reflect my personal experience and views and do not constitute legal, financial, psychological, or other professional advice. You are solely responsible for any decisions and actions you take based on our discussions, and no particular results (such as securing a role, promotion, or income) are guaranteed. By engaging in mentoring, you agree that you will seek appropriate professional advice where needed and that you will not hold me liable for outcomes arising from your own decisions or circumstances.
Open to senior leadership and manager roles in Service Delivery, Customer Experience, Operations, and Security Governance. Based in Dublin, Ireland — available immediately.