Avinash Nikam

Lead global support operations for enterprise and strategic customers across APAC, EMEA and North America. Drive AI-ready support initiatives and manage escalations, SLAs, and cross-functional collaboration.

Built the APAC & EMEA support organization from scratch and led global enterprise and MSSP support across time zones. Defined escalation paths, onboarding processes, and operational reporting for a scalable support model.

Built and led an IT support and monitoring function, establishing structured shift coverage, escalation models, and proactive infrastructure monitoring. Administered endpoint and server protection using Kaspersky across IT machines, on-prem infrastructure, and AWS servers.

Led global SaaS support teams, managing escalations, KPIs, knowledge management, and team performance. Served as Level-3 escalation engineer for complex application/database issues and partnered with global R&D on critical incidents and RCA.

Led technical support operations with responsibility for queue management, case assignment, priority-based routing, and team performance. Analyzed customer feedback surveys and translated findings into quality-control measures and support improvements.

Led project transition from external groups and internal teams and defined standard operating procedures for migration activities. Installed SQL Server on client environments for migration of IBM Informix databases to Microsoft SQL Server using ETL processes.

Monitored production environments to support business continuity and stable customer operations. Administered SQL Server and Windows Server environments and tracked application/database logs to troubleshoot production issues.

Bachelor of Computer Engineering degree from North Maharashtra University, completed in 2009.

Post Graduate Diploma in Strategic Management from Symbiosis Distance Learning.