Vikram Naik

Experience

• 

  CMS Computers Limited (INDIA)

  Apr 2002 - Apr 2004

  Senior Customer Support Engineer

  • Performing System administrator duties for Workstations and Servers at various customer sites.• Upgrade and Maintenance of Servers, Laptops, Software’s and Installations provided in-house support installing software applications in various departments of the Company.

• 

  Microline India Pvt. Ltd.

  May 2004 - Feb 2007

  Manager Customer Support

  • Worked as an On-site Manager & Team Leader for John Deere project and also handled remote locations situated nationwide and abroad.• Performing Leadership Duties for handling the team of engineers. • Help Desk co-ordination and support, communicating with different levels of staff providing technical support and providing online support for users calling from different locations.

• 

  Accel Frontline Ltd

  Mar 2007 - Oct 2008

  Area Manager

  • Managing the entire Service Delivery Manager for i-flex solutions ltd project• Taking care of the Service Operations of clients, as per ITIL Standards.• Implementing Internal Problem Management & Change Management • Handling Team Leaders & engineers, deployed at different sites in Pune & other remote locations• Ensuring that the Best Service Standards & Quality are met as per the SLA.

• 

  Wipro Infotech Ltd

  Oct 2008 - Oct 2013

  Service Delivery Manager

  • Ensure the adherence to service readiness process for the customer orders on time.• Handle escalations on time in a professional manner and ensure that the customer’s issue is solved within the least time and therefore ensuring minimum business impact of the customer, which further results in achieving max CSAT. • Calendared Customer visits followed with MOMs with periodic dashboard. Regular QBR for top 3 customers. • Weekly review of Pending Incidents with the team • Review with TS/VTSG and team in monthly meet for the certifications to meet the norms of 30 percent certification every quarter. • Managing the service level agreements and participating in SLA negotiations & transition planning.• Maintaining database of current & prospective clients; handling 100 local and national customers with strength of 2 Technical Specialists & 30 plus engineers.• Carrying the Upgrade Business, driven from HO, to achieve the target of 1 Million every quarter. Show less

• 

  Vyom Labs

  Oct 2013 - Sept 2015

  • Proven capability to support ITSM transition across diverse technologies and teams multi-vendor transition projects• Well versed with BMC product portfolio and relevant projects• Directly responsible for delivery of Technical Support Management for APAC, EMEA and Americas Enterprise Customers.• Managing Executive Level escalations and ensuring high level of Customer Experience.• Liaising with Critical Accounts Manager, Sales team to understand the Business Impact of the customer and to BMC and working in sync with them to deliver outstanding services.• Engaging with L2-L3 teams to identify the training needs and planning the training to improve the technical Knowledge of the Support Engineers.• Present concise reports to the management on performance and challenges of support on a periodic basis. Prepare an action plan and strategy to mitigate the gaps identified.• Perform quarterly reviews and provide feedback / recommendations to improve overall performance of the partners / stakeholders.• Strategic Planning & Process Management• Stakeholder Management Show less

  • Manager- Projects

    Oct 2013 - Sept 2015

  • Manager - Projects

    Oct 2013 - Sept 2015
• 

  Wipro Limited

  Sept 2015 - now

  Project Manager (Cyber Security & Risk Services)

  Managing projects and delivery of Cyber Security and Risk Services. • Managing the project along with Delivery for the BAU Support of the current consumer project with Network Security (Palo Alto and Checkpoint Firewalls, F5 Load Balancers) IDAM (UAM, PM, MFA, SSO, Bomgar) and PKI Certificate Management, SAP S&A and SAP GRC Security tracks. • Managed the Transition & Transformation of a telecom project with various Security Tracks like AWS Cloud Security, SIEM tool (QRadar), SAST (Checkmarx) & DAST (Burpsuite), VA (Qualys), AV (Sophos), FW (Palo Alto), RA & RTP • Managed the SOC Operations wherein the scope included QRadar Platform Management, ongoing log source integration with SlEM and security event monitoring using QRadar SIEM for a bank’s IT Environment. Show less