Divya Ramachandra Email & Phone Number

Reading, GB

Sunnyvale, California, United States

Newbury, England, United Kingdom

* Responsible for overseeing and managing the incident and problem management functions across eGain* Oversee and lead a team of incident managers* Work closely with incident managers to ensure effective incident management, problem resolution, and availability of critical systems and services* Establish and maintain robust incident and problem management.

Sunnyvale, California

* Create and implement workflows and mechanisms for S1 B2C issues * Lead manage all escalations, respond and engage on critical issues that are time-sensitive * Implement continuous improvement of workflows and mechanisms for handling escalations * Analyze data to identify issue trends and make recommendations to the business, proactively addressing.

Pleasanton, California

* Work with various internal and external technology partners to ensure timely service restoration, develop and deliver ITIL framework-based methodologies, and document relevant processes to ensure that incidents are being managed within the service level agreements as per the SLA*End to end responsibility for the management, communication, escalation.

San Francisco Bay Area

Bengaluru Area, India

Adhere to the Responsibilities detailed in the Incident ProcessCommunicate appropriate updates to users and stakeholders by using the communication tenplatesAnalyze and identify possible problem sources to resolve incidentLiaison between Crisis Manager and the Technical Team during a Major Incident where the Priority is 1-Critical, and the impact involves.

Bengaluru Area, India