April Lipscomb

Senior Manager @Asurion

Incident Manager/Problem Manager Leading a team of operations engineers and we are responsible for • Driving resolution of complex unresolved issues within service level agreements or through support paths with a focus on quick restoration of service to production aiming to minimize impact to the business • Handle incidents that are critical in nature • Project manage critical incident bridges by collaborating with technical support staff, customers and IT partners • Communicates directly to Senior Management • Uses strong influencing skills to resolve issues • Produce internal reporting on data of Incident/Problem tickets.Trending analysis to drive change in our processes • Liaison with Technical Support team and managers to ensure swift resolution of Critical Incidents within SLA targets. • Establish command and control structures for Major Incident Management that dynamically expand depending on the situation • Coordination with NOC to request attendance of vendors, technical support, business management, to ensure timely Incident resolution • Responsible in giving approval of Emergency Change Requests • Foster and evangelize web scale IT best practices for Major Incident Management including detection, triaging, assessment, troubleshooting and restoration • Managing the lifecycle of all problems. • Making temporary solutions (workarounds) available to incident management. • Developing known errors. • Performing trend analysis of important services or historical incidents. • Problem identification and recording • Problem investigation and diagnosis. • Identifying underlying causes of incidents and preventing recurrences. • Recording, managing, and advancing the problem by escalating to an elevated level of expertise, if appropriate, by integrating with Change Enablement, incident management, and configuration management. • Creating tasks to work on the problem resolution. • Analyzing historical data to identify and eliminate potential incidents