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 processes to minimize the impact of incidents and optimize service availability* Develop and implement a strategic vision for incident, problem, and availability management, aligned with business goals and objectives* Oversee the incident management process definition, measurement and governance ensuring efficient and effective incident response, resolution, and communication* Establish escalation procedures, manage critical incidents, and implement continuous improvement initiatives* Oversee the problem management practice, driving the identification, analysis, and resolution of underlying problems to prevent recurrence of incidents* Conduct availability assessments, monitor performance, and implement strategies to optimize service availability and reliability* Collaborate with key stakeholders, including senior management, IT teams, and business units, to understand their requirements, address concerns, and foster strong relationships* Establish key performance indicators (KPIs) and metrics to monitor the performance and effectiveness of incident, problem, and availability management processes* Generate regular reports and dashboards to communicate performance to stakeholders

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 systemic defects * Partner to engage in continuous improvement of communication and practices * Consult and collaborate with business partners, and Legal teams to escalate issues * Communicate across multiple functions at eGain, and influence senior leadership to improve the service to customer * Manage customer escalations and coordinate resolution efforts with key stakeholders (internal and external) by working cross-functionally to ensure issue ownership, action items, and communications are fulfilled. Ensure critical client SLAs are met * Ensure customer escalations are resolved within agreed upon timelines, process change ideas are implemented, and Influence others towards action and change * Lead improvements by monitoring and developing dashboards to proactively monitor trends and customer escalations and use data to recommend technical and/or business process changes to meet expectations and/or optimize productivity * Ability to translate technical concepts to peers, management, leadership and customers. * Support leadership in strategic, business, and operational planning

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, investigation and resolution of incidents, ensuring Business and internal updates are timely and of sufficient quality, arranging discussions and updates as required*Acting as Incident escalation focal point, identifying and resolving conflict and bottlenecks*Document post incident recovery steps in order to establish Root Cause, aid in Process improvements, identify deviations and to enable creation of a Knowledge Base*Ensuring that all the resolution procedures are updated in the knowledge database / Work log*Monitoring using tools like Nagios, Splunk, Thurk* Knowledge about Ecom,Stores, DC and FC life cycle , that is used to track end to end technical interface used to support each and every functionality for smooth user experience from the time of order placed to fulfilled* Making sure the business critical alerts on any of the business critical dashboards are worked upon so the issue is mitigated as early as possible for better user and business image

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 a Critical Business Application or Core Infrastructure ServiceProvide half-hour updates on available workaroundsProvide half-hour updates on estimated time to restore (ETA)Consult with Crisis Manager if a leadership decision is neededAnswer user questionsReceive report of Incident from Application/Service Owner, Crisis Manager or UsersOne of three roles with the authority to publish a notification relating to a Major IncidentDocument troubleshooting activities and resolution details in the Incident Work Notes, to provide an accurate timeline using whiteboard while handling the bridge calls.Ensure timely communication to the communityFilter distractions that would hinder or slow down the efforts of the troubleshooting teamConsult with Executive Leadership (CIO/DCIOs) for decision guidance, as necessaryResolve Major Incident recordInform Service Desk and community when resolution is implemented and service is restored

Bengaluru Area, India