I’m a Senior Escalation & Crisis Manager, working for Vanderlande for almost four years now. I’m a part of Major Incident Management. When an incident cannot be solved within the regular process, it will be escalated to a higher level. The Service Desk checks for contributable factors; for example, when the incident has an extremely high impact level for the customer. The demand for coordination and communication increases and that’s when incidents become Major Incidents. From then on, Major Incident Management will take the lead.
In case of a Major incident, several roles need to cooperate. That’s what I love about my job. I need to manage the crisis as a whole, but thanks to the cooperation of all parties involved, we make sure that we have the right (technical) experts involved, collaborate with business leads to ensure our customer stays up to date as well as our internal stakeholders. In this case it really is ‘in a world of technology a belief in people’ because it’s the human component that makes the difference.
What makes managing a crisis so interesting? It’s the combination of challenge, leadership and cooperation. True Senior Escalation & Crisis Managers love a good, technical challenge where they can dive into. It is rewarding to bring the crisis to a good ending. Every incident is a challenge. But working with different customers, experts and technologies really gives me a thrill. I enjoy achieving a combined result greater than the sum of the individual parts. In my opinion, that’s when the magic happens.
I enjoy working with Vanderlande because of the many possibilities to grow and, most importantly, the culture and people. We have a Vanderlande Academy which facilitates us in our personal and professional development, leading technical experts in their field to support, consult and a culture which encourages people to collaborate, work together and help each other. This brings out the best in people and ensures we have the ability to exceed our customers’ expectations every day.
Quality Assurance Specialist Sumeetha Kasulabad praises Vanderlande’s “open and collaborative environment”. It’s a place where everyone is trusted to do their work, “which builds confidence and encourages us to give our best”.
Continue readingAmruta Mhatre was recently promoted to Team Leader in her second stint working for Vanderlande at its Global Capability Centre in Pune, India. The Scada expert enjoys the challenge of delivering solutions on complex international projects. She is also a trailblazer, having been the first female controls engineer from the Pune office to work on site at an airport.
Continue readingIn her spare time, Senior Lead Analyst Garima Gupta enjoys exciting activities such as scuba-diving, paragliding and trekking. That sense of adventure came in handy when she joined Vanderlande’s Global Capability Centre in Pune, India.
Continue reading