Hello, I’m Vikas Nayak, an experienced IT professional with a proven track record in incident management and Cloud Email Security operations. I specialize in maintaining seamless email security infrastructure by proactively monitoring appliances, performing detailed troubleshooting, and ensuring that any issues are addressed swiftly—always aiming to deliver 99.99% uptime for our customers.

At the heart of my role is a commitment to proactive monitoring. I keep a close watch on cloud-based appliances to detect irregularities before they impact service. When anomalies are found, I conduct root cause analysis, implement fixes, and ensure a smooth handoff to relevant teams when necessary. My hands-on experience with tools such as CSOne, Cisco CCRW/CCRC, and Cisco CPR, RDMT, Topic Search, ATLAS, Jira, vSphere, Confluence, PuTTY, and SecureCRT enables me to navigate complex environments efficiently and troubleshoot issues at both system and network levels.

I’m also deeply involved in cross-functional coordination. When issues arise, I assign tasks to the appropriate internal teams who are responsible for engaging directly with the customer. These teams provide updates, communicate the technical aspects of the issue, and keep the customer informed throughout the resolution process. This collaboration ensures transparency and reinforces our customers' confidence in our ability to handle challenges effectively.

Often, the corrective actions we propose require customer permission. In such cases, I ensure that the customer-facing teams are equipped with all the necessary context to explain the situation clearly and obtain the required acknowledgment. Only after the customer has approved do we move forward with implementing changes, maintaining both compliance and trust.

In addition, I play a key role in granting access to Cloud Email Security appliances for the appropriate support teams—especially during shift handovers. This ensures that the appliance remains continuously supported, even outside of my working hours, and helps us meet our commitment to uninterrupted, secure service.

I thrive in environments where precision, clear communication, and accountability are essential. Whether it’s resolving a critical incident or ensuring a smooth collaboration between teams, I bring a proactive, detail-oriented approach to every task—bridging the gap between technology and human understanding to keep customer operations running at their best.