Charles Kuppusamy
Chief Operating Officer at CMC Networks at CMC Networks- Claim this Profile
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Bio
Rajesh Joshi
Charles and I worked together when I was a Service manager for the networks team in BAT and he as the Service manager for the BAT account on behalf of Orange. He was my main escalation point of contact for any matters with EEMEA region. EEMEA was relatively an unstable region for us in terms of connectivity, primarily due to the remote nature of our sites and also poor local infrastructure, however Charles’s presence in the Service Mgt space made things a lot easier. His knowledge of ITIL Processes / Technical skills / Communication and a
Raymond Naidoo (BS)
Charles is very detailed-oriented and produced great results for the company.
Rajesh Joshi
Charles and I worked together when I was a Service manager for the networks team in BAT and he as the Service manager for the BAT account on behalf of Orange. He was my main escalation point of contact for any matters with EEMEA region. EEMEA was relatively an unstable region for us in terms of connectivity, primarily due to the remote nature of our sites and also poor local infrastructure, however Charles’s presence in the Service Mgt space made things a lot easier. His knowledge of ITIL Processes / Technical skills / Communication and a
Raymond Naidoo (BS)
Charles is very detailed-oriented and produced great results for the company.
Rajesh Joshi
Charles and I worked together when I was a Service manager for the networks team in BAT and he as the Service manager for the BAT account on behalf of Orange. He was my main escalation point of contact for any matters with EEMEA region. EEMEA was relatively an unstable region for us in terms of connectivity, primarily due to the remote nature of our sites and also poor local infrastructure, however Charles’s presence in the Service Mgt space made things a lot easier. His knowledge of ITIL Processes / Technical skills / Communication and a
Raymond Naidoo (BS)
Charles is very detailed-oriented and produced great results for the company.
Rajesh Joshi
Charles and I worked together when I was a Service manager for the networks team in BAT and he as the Service manager for the BAT account on behalf of Orange. He was my main escalation point of contact for any matters with EEMEA region. EEMEA was relatively an unstable region for us in terms of connectivity, primarily due to the remote nature of our sites and also poor local infrastructure, however Charles’s presence in the Service Mgt space made things a lot easier. His knowledge of ITIL Processes / Technical skills / Communication and a
Raymond Naidoo (BS)
Charles is very detailed-oriented and produced great results for the company.
Credentials
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CIO Professinal Practice
University of the WitwatersrandOct, 2016- Nov, 2024 -
ITIL ® Expert
Global Knowledge UKOct, 2014- Nov, 2024
Experience
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CMC Networks
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South Africa
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Telecommunications
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100 - 200 Employee
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Chief Operating Officer at CMC Networks
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Jan 2023 - Present
An experienced and efficient leader with over 24 years of ICT experience, with responsibility for overseeing CMC Networks' ongoing operations, procedures and creating business efficiency.Responsible for maintaining control of diverse business operations, with excellent people skills, business acumen and exemplary work ethics. Focusing on the functionality of business to drive extensive and sustainable growth. Responsible for Operations and customer centricity within CMC Networks.
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VP - Global Network & Operations
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Sep 2019 - Jan 2023
Leads CMC Networks' Global Network Operations & Assurance team performing network field operations, support, quality assurance and delivery for the Largest Pan African MEF 3.0 Certified Network. CMC Networks state-of-the-art SDN enabled core coupled with innovative technologies like their proprietary SDWAN offering together with 128 T, C-RAN deliver the highest quality broadband connectivity required, by our the largest Multinational customers. Drives a constant Improvement and Customer Centricity approach across CMC Networks' vast global footprint and customer base.
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Orange Business
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France
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IT Services and IT Consulting
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700 & Above Employee
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Regional Head of Service Management - Africa & Middle East
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Jun 2010 - Aug 2019
•Senior Manager - Responsible for the management of all regional Customer Service Managers and key global CSMs, via dotted line to ensure the delivery of an effective performance and providing leadership towards the achievement of all sales targets and company objectives.•Overall responsibility for the Customer Satisfaction (CSAT), Customer Loyalty (CLI) and Total Customer Experience (TCE) process within the region.•Management of cross functional teams involved on relevant regional portfolios i.e. pre-sales, solution architecture, projects management and Service Desk.•GLA engagement for ICT strategy formulation from pre-sales to run phase - Executive level.•Involved in pre-sales, Bid Management processes i.e. RFP/ RFI's, bid proposal for MNC's.•MEA Service Management budget forecasting and planning.•Performance management of CSMs •Proactively identify existing customer needs and opportunities, to enhance /grow customer relationships with Orange. •Strategic engagement with account team to up-sell Service Management and/or other products and services.•Actively involved in all POST sales portfolio contractual negotiations & Legal compliance. •Have overall responsibility for CRM, quality of service and satisfaction for all implemented Orange Services viz. In-sourced and outsourced services and solutions on assigned customers. (measure Service provided against defined Service Level Agreements).•Senior Management of Service Providers and Vendors, ensuring alignment to SLA metrics. •Customer’s Senior Escalation point of contact within Orange Business Services, for all Service and Operations related issues and secondary escalation point for incident management.•Senior management cross functional responsibility for Contact Centers / Service Desks.
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Customer Service Manager
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Jan 2007 - May 2010
•Customer Service Manager for Global Large Fortune 500 Accounts in various verticals•Customer Relationship / Service Management (CRM / CSM) main global interface. •Effectively managed all relationships with customers, resolved issues quickly and efficiently while identifying opportunities to increase revenue and improve customer experience.•Ensured the achievement of set SLAs through the delivery of a proactive approach to problem resolutions, satisfied customer requirements by utilizing appropriate systems, processes and procedures•Produced a variety of accurate customer and management information reports as well as reports with service reviews held to discuss ongoing performance, finance, billing, disputes and credits etc.•Actively involved in in Project, Change and Service Delivery processes.•Ensure overall ITIL aligned process compliance.•Service Level Management - Manage all KPI & SLA deliverables for customers.•Availability Management - Provide performance reporting with analysis of SLA’s.•Capacity Management - Conduct capacity analysis with recommendations.•Financial Management - Held P&L responsibility and managed all financial aspects of customer accounts.•Continuity Management – Initiate Service Continuity Plan based on business plans, SLA and risk analysis.•Change Management – Coordinate all changes and facilitate the Customer Advisory Board (CAB).•Configuration Management - Provide the customer with up-to-date documentation (including the Customer Operations Guide), taking into account changes to a Customer’s solution due to organic growth and moves, additions, changes.•Project Management- Within scope management and coordination of projects for individual customers and in conjunction with Lead Project Managers.•Dotted line Management responsibility for dedicated Contact Centers / Service Desks.
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SITA
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Switzerland
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IT Services and IT Consulting
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700 & Above Employee
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Senior Backbone Network Engineer
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Jan 1999 - Dec 2006
• Successful management of Nortel and Cisco networks across the largest private network in the world. • Overseeing a team of resources focused on the training, development, implementation and administration of all backbone network services - implementation of training handbook. • Mentor team members to translate into increased efficiency and quality of deliverables. • Implemented and assisted in training and development plans for Continental MSC Staff ( Cairo Major Service Center/ Contact Center / Service Desk staff for Africa (+-3000) . • Escalation point for network related incidents and testing in adherence to global standards utilizing CRM tools. • Engagement of Expert level services for Satellite, IP, Telecommunication, Radio, Microwave etc. • Monitor transmission networks and provide support, for overall efficiency using NOC Transmission tools for projects and to diagnose problems. Creation and Configuration of network elements.. • Provide innovative ideas and feedback on software tools & procedures to enhance NOC functionality. • Business Process Outsourcing (BPO) - supervisory control for specific functional areas outsourced.
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Education
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2021 - 2021
University of Oxford
Executive Leadership, Executive Leadership -
MSc, MBA, MBCS, CIO Professional, ITIL®Expert
MSc, MBA, MBCS, CIO Professional, ITIL®Expert, Computer/Information Technology Administration and Management -
1993 - 2019
MBA, MSC ITIL ® Expert
Master of Science (MSc) , Master of Business Administration (MBA), MSc, MBA, ITIL EXPERT, Electronic Engineering, Management -
2017 - 2019
University of London
Master of Science - MSc -
2018 - 2018
Orange Business Services
Certification, Agile -
University of the Witwatersrand
Information Technology -
1988 - 1992
Westham Secondary
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London Metropolitan University
MSc, MBA, MBCS, CIO Professional, ITIL®EXPERT -
University of Oxford
Executive Lea -
University of the Witwatersrand
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University of the Witwatersrand
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2021 - 2021
University of Oxford
Executive Leadership, Executive Leadership
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