Rakesh Patel

About Rakesh Patel

Cybersecurity Operations & Global Support Leader with 19+ years of experience driving security maturity, operational resilience, and world-class technical support across global enterprise and SaaS environments. I specialize in SOC operations, MDR, threat detection & response, VAPT, Application Security, Cloud & Infrastructure Security, and large-scale 24×7 support centers.As Director – IT Security & Support at Advantmed, I lead end-to-end Cybersecurity Operations including SOC, MDR, threat hunting, incident response, VAPT, AppSec, IAM, Firewall/Network Security, Cloud Security, and enterprise IT support. I drive programs that improve MTTR, strengthen detection capability, enhance compliance readiness, and elevate overall security posture.Previously, I spent over a decade leading global technical support and security operations for Seqrite (Quick Heal), Sophos, and Cyberoam—building multi-tier support organizations from ground up, scaling teams of 70–90+ FTE, and improving KPIs such as CSAT, NPS, SLA adherence, FDR, and customer experience quality. My experience includes Follow-the-Sun operations, escalation management, service excellence, and strong collaboration with Product, Engineering, R&D, Presales, and Sales teams.Core Expertise:• Cybersecurity Operations Leadership: SOC, MDR, IR, SIEM/SOAR, Threat Hunting, EDR/XDR, VAPT, AppSec• Compliance & Governance: ISO 27001, ISO ISO HIPAA, HITRUST• Technical Support Leadership: 24×7 global support, escalation governance, SLA/OLA management• Security Engineering: Network/Endpoint Security, UTM/Firewall, Email Security, Cloud/SaaS Security• Operational Excellence: Automation, capacity planning, resource optimization, KPI frameworks• Customer Experience: CSAT/NPS improvement, proactive support, journey mapping• Product Excellence & Collaboration: Working with Product & Engineering to improve quality, reduce support effort, and drive VoC-led enhancements• Team Leadership: High-performing teams, coaching, training frameworks• Continuous Improvement: Lean, Six Sigma, process tuning, documentation governanceI am passionate about driving security transformation, building resilient cyber defenses, and leading support organizations that are scalable, predictable, and customer-centric. With a blend of deep cybersecurity expertise and global support leadership, I excel where technology, security, operations, and customer success converge.

Experience

1. Director - IT Security & Support

   Advantmed

   Jun 2022 — Present · Gandhinagar, IN

   Security Operations, MDR, VAPT, App Security, IT Support, IT Security, Cloud Security, Infra Security, Firewall, EDR

Education

• Seth J H Sonawal High School

  Secondary Schooling

  1996 — 1997

• Kadi Sarva Vishwavidyalaya (KSV), Gandhinagar

  H.S.C, Science

  1998 — 1999

• L.D. College of Engineering

  Bachelor of Engineering (B.E.), Electronics and Communications Engineering

  1999 — 2003