April Lipscomb
About April Lipscomb
April Lipscomb is a Senior Manager at Asurion, leading a team of operations engineers and managing critical incident bridges.
Current Position at Asurion
April Lipscomb currently serves as a Senior Manager at Asurion. In this role since 2016, she leads a team of operations engineers dedicated to resolving complex issues within service level agreements. She also manages critical incident bridges, coordinating with technical support staff, customers, and IT partners. Her responsibilities further include producing internal reports on data of incident/problem tickets and performing trending analysis to implement process changes.
Previous Roles at Asurion
Before becoming a Senior Manager, April Lipscomb held several positions at Asurion. She was an Operational Excellence Manager from 2013 to 2014, followed by a period as an Incident Controller from 2012 to 2013 in the Greater Nashville Area, TN. From 2007 to 2012, she worked as a Senior Analyst in Release Management, also in the Greater Nashville Area. Each role contributed to her extensive experience in incident and problem management.
Education
April Lipscomb attended Platte City High School from 1992 to 1996. She later went to Colorado Technical University, although the details regarding her time there are not specified.
Major Incident Management
In her role as Senior Manager at Asurion, April Lipscomb establishes command and control structures for Major Incident Management. These structures dynamically expand based on the situation's demands. She coordinates with the Network Operations Center, ensuring the timely attendance of vendors, technical support, and business management for incident resolution. This role underscores her expertise in web-scale IT best practices for incident detection, triaging, assessment, troubleshooting, and restoration.
Problem Management and Trend Analysis
April Lipscomb manages the lifecycle of all problems at Asurion, providing temporary solutions to incident management and developing known errors. She performs trend analysis on important services or historical incidents to identify and eliminate potential problems. Her work in this area aims to enhance operational efficiencies and reduce the likelihood of future incidents.