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Session 508: Rethink Incident Response to Increase Visibility and Accountability

Thursday, August 6 at 11:30 AM

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Companies deal with critical events all the time. The more global and distributed the organization, the more challenging it becomes to resolve incidents in a timely, consistent, and predictable fashion. Cross-functional collaboration, follow-the-sun organizations, and hand-over mechanissm can make processes and team collaboration even more challenging. When each region and department operates in a different way and IT incidents are left unsolved in a region, it impacts other regions. When no one seems to be responsible for resolving issues and nothing is communicated to the impacted business users, it's time to rethink your IT incident response processes for increased visibility and accountability.

In this session, Brandy Ramirez will explain how Edwards Lifesciences rebuilt their incident management process from the ground up, including stakeholder communication procedures and cross-team collaboration practices. She'll walk attendees through how they started, what they've accomplished so far, the challenges they faced, their successes, and what remains to be done.

SupportWorld Live speaker photo for Vincent-Geffray

Vincent Geffray

Senior Director, Product Marketing

Everbridge

Vincent Geffray is Senior Director of Product Marketing with focus on IT service alerting, IT team collaboration and process orchestration at Everbridge. He has over fifteen years of experience in the IT operations and service management space, with expertise in critical communications, IT service alerting, application performance management, IT process, runbook, and workload automation. Vincent holds a MS in mechanical engineering and computer science, 2 certificates from MIT Sloan School of Management. He spoke in many industry conferences and performed on Broadway, NYC, in June 2019 with his theater troupe.


SupportWorld Live speaker photo for Brandy-Ramirez

Brandy Ramirez

Senior Manager

Edwards Lifesciences

Brandy Ramirez is the former Associate Director at Edwards Lifesciences which she joined in 2014. She held several positions across the IT organizations and led a mix of managed service teams across the globe. Designed and implemented the standard for several operational processes such as global metrics, application development, and incident management. Hold a BS degree in IT Security, certified Scrum Master, certified SAFe Agilist, ITIL OSA certified, and Data Science certification from University of California, Irvine. Brandy enjoys reading about different methodologies and studying for different certifications.