# Avinash Nikam

Avinash Nikam is a remote worker on Himalayas, Customer Support Team Lead at Cymulate Pvt. Ltd., based in India.

Source: https://himalayas.app/@avinashnikam

```text
I lead global SaaS and cybersecurity support operations, customer retention, and AI-ready service transformation.
```

| Detail | Value |
| --- | --- |
| Availability | Open to opportunities |
| Location | India |
| Authorized to work in | India |
| Job categories | Customer Support Leadership, Customer Support Leadership, Technical Support Manager, Customer Operations Manager, Customer Success Manager, IT Support Manager, Technical Support Engineer, Project Manager, Cybersecurity Specialist, Customer Support Lead, Customer Support Team Lead, Lead Customer Support, Customer Support Operations Leadership, Client Support Leadership, Customer Care Leadership, Customer Support Manager, Customer Support Director |
| Skills | Global Operations, Customer Operations, Technical Support, Enterprise Customer Management, Customer Retention, Customer Renewals, Escalation Management, Incident Management, Crisis Management, SLA Management, CSAT, NPS, Voice Of Customer, Knowledge Management, Support automation, Self Service Resources, Case Deflection, SaaS, Cybersecurity, Breach And Attack Simulation, Endpoint Security, EDR, AWS, SQL Server, Windows Server, IBM Informix, ETL, DevOps, Production Support, Team Management, Process Improvement, Microsoft SQL Server, Windows, SQL, Bridges, Loops |

## What I'm looking for

```text
I'm looking to lead global customer support or customer operations in SaaS or cybersecurity, building AI-ready support models, strengthening enterprise customer outcomes, and partnering with Product, R&D, DevOps, and Customer Success.
```

## About

```text
At Cymulate, I lead global support operations for enterprise and strategic customers across APAC, EMEA, and North America, connecting customers with R&D, Product Management, and DevOps.

I've built and scaled support organizations at Cyware Labs and CEX, establishing escalation paths, onboarding, monitoring, operational reporting, and 24x7 service coverage. My work supports customer retention, renewals, adoption, and confidence through structured incident management and Voice of Customer feedback.

I bring 15+ years across SaaS, cybersecurity, enterprise technology, SQL Server, cloud operations, and technical support. I'm driving AI-ready support through case prioritization, categorization, automation, self-service, knowledge workflows, and intelligent escalation routing.
```

## Experience

### Customer Support Team Lead (current)

[Cymulate Pvt. Ltd.](https://himalayas.app/companies/cymulate). Jul 2023 - Present

```text
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.
```

Skills: Case-Prioritization, SLA, CSAT, NPS, Incident-Management, Crisis-Management, Voice-Of-Customer, Product-Feedback, Bass, Security-Control-Validation, Endpoint-Security, AWS

### Senior Technical Support Associate – Lead

[Cyware Labs](https://himalayas.app/companies/cyware). Nov 2021 - Jul 2023

```text
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.
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Skills: Team-Building, Escalation-Management, Onboarding, Process-Definition, Operational-Reporting, Metrics, Customer-Success, Customer-Retention, DevOps

### IT System Support Manager

CEX WeBuy Entertainment Pvt. Ltd.. Oct 2020 - Nov 2021

```text
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.
```

Skills: IT-Support, Monitoring, Kaspersky, Endpoint-Security, AWS, Infrastructure, team-training

### Specialist – Technical Support (Team Leader)

[NICE Interactive Solutions (I) Pvt. Ltd.](https://himalayas.app/companies/nice). Dec 2015 - Oct 2020

```text
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.
```

Skills: SaaS-Support, Escalation-Management, KPI-Management, Knowledge-Management, SLA, Troubleshooting, Level-3-Support, Incident-Management, On-call-Support

### Lead – Technical Support

Bizmatics Inc.. Mar 2015 - Dec 2015

```text
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.
```

Skills: Queue-Management, Case-Assignment, Customer-Satisfaction, Feedback-Analysis, Quality-Control, Process-Improvement

### Technical Consultant (Project Lead)

Allscripts (I) Pvt. Ltd.. Jan 2011 - Mar 2015

```text
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.
```

Skills: SQL-Server, IBM-Informix, ETL, Data-Migration, Resource-Allocation, Project-Management

### HBU Engineer – Hosting Group Support

[eGain Communications](https://himalayas.app/companies/egain-corporation). Mar 2010 - Jan 2011

```text
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.
```

Skills: Production-Monitoring, SQL-Server, Windows-Server, Troubleshooting, Application-Support, Maintenance, Upgrades, Global-Coordination

## Education

### North Maharashtra University

Bachelor of Engineering, Computer Engineering

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Bachelor of Computer Engineering degree from North Maharashtra University, completed in 2009.
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### Symbiosis Distance Learning

Post Graduate Diploma, Strategic Management

```text
Post Graduate Diploma in Strategic Management from Symbiosis Distance Learning.
```

## Tech stack

- Microsoft SQL Server
- Windows
- Windows Server
- IBM Informix
- SQL
- Loops
- Bridge

To contact Avinash, message them from this profile with a Himalayas employer account: [Hire on Himalayas](https://himalayas.app/hire).

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