Ravi Shankar

About Ravi Shankar

More than 20 years of experience in Customer Support, Technical Support, Incident…

Experience

1. Incident Manager

   Ivy

   Mar 2017 — Present · Hyderabad, IN

   Incident Management:Incident Manager:o Primary Responsibility: has overall responsibility and authority during an incident. coordinate and direct all facets of the incident response effort. As a rule of thumb, the incident manager is responsible for all roles and responsibilities until they designate that role to someone else.o Secondary Responsibilities: Everything someone else isn’t assigned to.Communications Manager:o The communications manager is familiar with public communications, possibly from the customer support or public relations teams. They are responsible for writing and sending internal and external communications about the incident. This person usually updates the status page.o Collect customer responses, interface with executives and other high-level stakeholders.Customer Support & Tech analysiso Ensuring that incoming tickets, phone calls, tweets and other social forums related to the incident receive a timely and appropriate response.o Pass customer-sourced details to the incident-response team.o This role is typically senior technical responder 1. They are responsible for developing theories about what’s broken and why, deciding on changes, and running the technical team during the incident. This role works closely with the incident manager.o Communicate updates to the incident manager and other team members, document key theories and actions taken during the incident for later analysis, participate in incident postmortem, and page additional responders and subject matter experts.Change Management: Responsible for tracking and tagging all the changes to relevant incidents.Problem Management: Track relevant qualified incidents via PRBs with appropriate ETAsApart from the above, Participation in all bridge calls, Preparation of ON CALL ROTA, Ad-hoc coaching wherever required and Games traffic monitoring via KIBANA.

Education

• Texas McCombs School of Business

  Post Graduate Program in Data Science and Business Analytics, ML and AI

  2023 — 2024

• Noble Degree College

  Bachelor of Commerce (B.Com.)

  1997 — 2000

Skills

• Agile Methodologies
• Management
• Software Development Life Cycle (Sdlc)
• Business Development
• Customer Relationship Management (Crm)
• Team Leadership
• Team Management
• Requirements Analysis
• Project Management
• Vendor Management
• Software Project Management
• Crm
• Business Analysis