SHAILLENDER KUTHARI

Senior Telecom Program Lead | Enterprise Account Management & Project Delivery Specialist

Gurugram, IN.

About

Accomplished Telecom Program Lead with 15 years of experience, specializing in driving enterprise account management, government client coordination, and comprehensive project lifecycles. Proven expertise in resolving critical P1/P2 incidents, optimizing service improvement plans, and overseeing complex circuit provisioning, consistently accelerating revenue realization through strategic contract renewals and high-value milestone payment collections, including a notable ₹20 Crore breakthrough. Leverages cross-functional coordination and win-win strategies to ensure client retention and sustainable infrastructure project delivery.

Work

HCL Tech Ltd

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Customer Service Program Lead

Gurugram, Haryana, India

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Summary

Spearheading customer service program leadership for global accounts at HCL Tech, overseeing service implementation, incident resolution, and financial operations to ensure continuous support and revenue generation.

Highlights

Led Enterprise Account Management, ensuring continuous service implementation and support for high-profile global accounts including Intel, Colgate, ADM, Dyson, and Emerson.

Directed P1/P2 Incident & Infrastructure Management, resolving critical incidents and mitigating circuit instability by optimizing Dual Service Edge designs to prevent downtime.

Oversaw Provisioning & Migrations, managing new circuit delivery, inventory, and hot-cut migrations in collaboration with Global Logical Provisioning and Managed Service Implementation (MSIM) teams.

Drove Financial & Contract Operations, generating revenue by managing BAN-to-BAN invoicing, credit/rebill processes, Early Termination Fee (ETF) charges, and proactive contract renewals.

Tata Communications Ltd

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Customer Program Lead

New Delhi, Delhi, India

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Summary

Led customer programs for high-profile clients, driving service improvement, commercial negotiation, and project delivery to enhance client satisfaction and retention.

Highlights

Managed Strategic Account Programs for high-profile clients like Philips and the US Embassy, driving continuous service improvement and achieving high NPS scores.

Resolved complex contract renewal bottlenecks through strategic Commercial Negotiation & Retention, securing successful win-win client retention and 3-year contract extensions.

Executed new PTP and MPLS circuit implementations for Project Delivery, resolving Customer Premises Equipment (CPE) shortages to guarantee delivery within tight Turnaround Times (TAT).

ZTE Telecom Ltd

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PSU Account Lead (AMC Revenue & Data Products)

Gurugram, Haryana, India

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Summary

Managed PSU accounts, driving AMC revenue, negotiating payments, and coordinating government clients to ensure financial realization and project success for data products.

Highlights

Negotiated and unlocked a critical ₹5 Crore payment release from the Tamil Nadu (TN) circle for the NGN project, demonstrating a major financial breakthrough.

Drove Milestone & PBG Recovery, securing significant pending payments from BSNL circles across PAN-India for ATC milestones, NGN, Broadband, and Performance Bank Guarantees (PBG).

Managed Government Client Coordination for BSNL and PSU accounts, driving AMC Purchase Order (PO) renewals and ensuring prompt milestone payment realization.

Secured Month-on-Month budget allocations through direct negotiation with BSNL HQ, prioritizing and releasing ZTE payments on schedule.

ZTE Telecom Ltd

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Project & AMC Implementation Lead

Gurugram, Haryana, India

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Summary

Spearheaded large-scale network rollouts and AMC implementations across North India, ensuring seamless technical delivery and effective milestone billing for government infrastructure projects.

Highlights

Spearheaded Large-Scale Rollouts and AMC implementation for over 5,000 DSLAM (980/480), ADSL, NGN, and network switches across BSNL rural exchanges in North India.

Ensured seamless technical delivery and managed milestone billing through effective Project Coordination, laying the groundwork for sustainable, long-term government infrastructure projects.

Education

MCRP BHOPAL

Bhopal, Madhya Pradesh, India
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Bachelor of Computer Applications (BCA) Computer Applications

Languages

English

Skills

Enterprise Account Management

Government Client Handling, P1/P2 Incident Management, Contract Renewal & Price Negotiation, Milestone Payment & PBG Recovery, PTP & MPLS Provisioning, NOC & Tier 1/2 Coordination, Service Improvement Plans (SIP), Global Account Leadership, Customer Service, Client Retention, NPS Improvement.

Project Management

ITIL, PMP, Project Coordination, Large-Scale Rollouts, Technical Delivery, Infrastructure Projects.

Networking & Cloud Technologies

CCNA, Cloud Computing, Data Products & Infrastructure, DSLAM (980/480), ADSL, NGN, MPLS, PTP, Circuit Provisioning, Dual Service Edge Designs, Network Switches.

Financial & Contract Operations

Revenue Realization, AMC Contract Renewals, Milestone Payment Collection, Credit/Rebill Processes, Early Termination Fee (ETF) Management, BAN-to-BAN Invoicing, Budget Allocation, Purchase Order (PO) Renewals, Commercial Negotiation.

Technical Leadership & Operations

Incident Resolution, Infrastructure Management, System Improvements, Cross-functional Coordination, Solution Architecture.

Stakeholder Management

Client Coordination, Cross-functional Collaboration, Vendor Management, BSNL HQ Liaison.