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Escalation Matrix: How To Design, Types, Process, How Does It Work

Updated on 15 June, 2023

11.41K+ views
8 min read

Introduction to Escalation Matrix

An escalation matrix is a system or document used to define when and how incidents should be escalated in a project or organisation. It outlines the escalation levels and identifies the individuals or teams responsible for handling incidents at each level.

An escalation matrix aims to ensure that issues are addressed promptly and efficiently. It provides a clear roadmap for escalating problems, whether they are related to human resources, customer service, or technical matters.

The matrix specifies the circumstances under which escalation should occur, helping teams determine the expertise needed to resolve the issue.

Different organisations may have varying levels of detail in their escalation matrices. Some matrices may be hierarchical, while others may be situation-specific, outlining various contacts for separate incidents or severity levels.

Why Is an Escalation Matrix Important?

An escalation matrix is important because it provides a structured framework for addressing issues. The escalation matrix is to be followed for a systematic and reliable approach to managing and resolving escalated issues.

The importance of the escalation matrix is discussed below:

Consistency: Following an escalation matrix ensures a consistent and structured process for handling issues, regardless of the individuals involved.

Efficiency: Clear escalation paths and responsibilities minimise delays and misunderstandings, ensuring that issues quickly reach the appropriate level of expertise or authority.

Accountability: An escalation matrix establishes accountability by defining the responsibilities of each person or department involved, ensuring prompt and effective issue resolution.

Customer satisfaction: Adhering to an escalation matrix improves customer satisfaction by providing a transparent and efficient process for addressing complaints or concerns.

Risk management: Following an escalation matrix helps mitigate risks by addressing issues promptly, preventing them from escalating into more severe problems.

Types of Escalation Matrix

Hierarchical Escalation

An escalation matrix for service support often follows a hierarchical structure where incidents are escalated to employees with higher expertise or authority. It ensures that more experienced staff members handle complex issues.

Functional Escalation

Functional escalation focuses on finding the right expertise rather than following a strict hierarchical order. Regardless of the position in the hierarchy, agents reach out to individuals with the specific knowledge or skills required to address the customer’s issue.

How To Design an Escalation Matrix

The following template showcases a project escalation matrix format:

The escalation matrix template outlines the roles of responsible individuals and the factors that initiate an escalation within the hierarchy. It provides a clear structure for determining who should be involved and ensuring the effective resolution of issues as they arise.

Steps Involved in the Escalation Process

It is essential to follow a well-defined process to manage escalation. The key steps are as follows:

Step 1: Start

  • Establish an escalation based on predefined criteria, such as funding, personnel, technical features, or functionality.
  • Include relevant details, such as impacted customers, services, linked records, and contact information.

Step 2: Communicate

  • Notify internal stakeholders and affected customers about the escalation within the first hour.
  • Provide regular updates on the status of the escalation activities.
  • Develop a comprehensive action plan based on the information in the record.

Step 3: Resolve

  • Adjust the action plan as needed based on new information and expert input.
  • Engage a task force to address the technical event and present a resolution plan.
  • Declare resolution once the escalated event is resolved, and notify internal and external parties.
  • Ensure impacted customers regain access to disrupted services.

Step 4: Close

  • Verify that any customer-reported issues have been resolved.
  • Request a root cause analysis (RCA) to identify the underlying cause.
  • Provide an internal RCA based on the problem record and share a final customer-facing RCA.

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Best Practices for Escalation Management

Ensuring a satisfactory escalation resolution contributes to customer loyalty and long-term relationships. Some best practices to consider are:

  • Set clear SLAs (Service Level Agreements) for your team to adhere to.
  • Establish well-defined escalation systems and procedures.
  • Listen attentively to customer feedback and take it into account.
  • Empathise by putting yourself in the customer’s shoes.
  • Recognise the value that each customer brings to your company.
  • Direct customers to the appropriate point of contact from the beginning.
  • Resolve escalations promptly and efficiently.
  • Learn from escalations to improve future customer interactions.

Role of Technology in Escalation Matrix

Technology plays a significant role in facilitating and enhancing the effectiveness of an escalation matrix. Here are some ways technology can support the escalation process:

Issue tracking and ticketing

Ticketing systems and help-desk software use technology to streamline monitoring and managing escalated issues. Every problem receives a separate ticket or case number, facilitating seamless reference and tracking during the escalation journey.

Communication and collaboration

Technology provides various channels for effective communication and cooperation during escalations.

Email, instant messaging platforms, project management tools, or dedicated escalation management platforms enable stakeholders at different levels to communicate, share information, and collaborate in real-time to address and resolve issues.

Automated escalations and notifications

Escalation processes can be automated using predefined rules or triggers with technology. The system automatically escalates or notifies the relevant stakeholders if an issue exceeds a set timeframe. Automated notifications ensure prompt action by responsible parties for effective resolution.

Analytics and reporting

Analytics and reporting tools in technology enable tracking and analysing escalation trends, identifying patterns, and improving the process. Data-driven insights empower informed decision-making and enhance escalation procedures for systemic issue resolution.

Integration with other systems

Technology systems can be integrated with other business systems, such as customer relationship management (CRM) or incident management systems.

This integration allows for seamless information flow, enabling stakeholders to access relevant customer data, system status, or incident history during the escalation process. Integrated systems improve efficiency and accuracy in issue resolution.

Check out the Python Programming Bootcamp by upGrad for more information on the use of technology in the escalation matrix.

Benefits of a Well-Designed Escalation Matrix

Implementing an effective escalation matrix offers additional benefits:

Improved communication: Clear escalation guidelines help agents provide comprehensive information, enabling a smooth handover of incidents to others and ensuring a better understanding of the situation.

Optimal resource allocation: By assigning incidents to the most qualified individuals, you can ensure that issues are resolved within the defined Service Level Agreement (SLA).

Training opportunities: Escalation processes serve as valuable training tools, especially for remote agents, enabling them to learn how to handle challenging situations effectively.

Enhanced agent confidence: Well-defined guidelines alleviate agents’ concerns, enabling them to focus on customer requests and engage in more productive conversations.

Expedited response to high-priority issues: An escalation matrix facilitates the prompt notification of employees regarding critical issues, ensuring they are addressed with urgency.

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Common Mistakes To Avoid in Escalation Management

Avoid these common mistakes in escalation management:

  • Lack of clear procedures: Failing to establish well-documented escalation procedures can lead to confusion and delays. Clearly define steps, responsible parties, timeframes, and communication channels for each escalation level.
  • Insufficient training and awareness: Ensure all stakeholders receive proper training and know their roles and responsibilities in the escalation process. Regular communication and updates are essential to keep everyone informed and prepared.
  • Inadequate communication: Poor communication hampers the escalation process. Maintain clear and accessible communication channels, promptly inform stakeholders of escalations, updates, and resolutions, and address potential misunderstandings.
  • Neglecting tracking and monitoring: Track and monitor escalations to ensure timely resolution and accountability. Implement a system or tool to record escalation details, response times, and solutions, allowing for analysis and improvement.

Case Studies: Examples of Escalation Matrix in Action

Case Study: ABC Software Development

ABC Software, a leading software development company, implemented an escalation matrix to handle critical incidents while developing a complex software project.

During the testing phase, a severe software bug endangered the project’s delivery timeline. The incident was initially reported to the development team, represented by Employee #1 (Level 1). Recognising the criticality, Employee #1 immediately escalated the issue to the team lead, Employee #2 (Level 2).

Upon assessing the situation, Employee #2 determined that the bug required specialised expertise. They escalated the incident to the senior software architect (Level 3), who had the necessary skills to address the complex technical problem. The senior software architect took ownership of the issue and worked with the development team to implement a resolution.

Thanks to the escalation matrix, the incident was rapidly addressed, and the project timeline was safeguarded. The matrix facilitated a seamless flow of information, ensuring that the right individuals were involved at each escalation level and allowing for efficient collaboration to resolve critical issues.

Conclusion

Implementing an escalation matrix brings enhanced process efficiency and clarity to organisations. It highlights task workflows, identifies bottlenecks, and uncovers improvement opportunities.

Take a step towards a data-driven career with the Professional Certificate Program in Data Science and Business Analytics course. Enrol today to unlock your potential in the world of data!

Frequently Asked Questions (FAQs)

1. What is the escalation process?

An effective escalation management process prioritises customer support, assesses issue severity, and assigns qualified representatives for resolution.

2. What is the escalation meaning in job?

An escalation matrix outlines the process of handling support requests when initial resolution attempts are unsuccessful.

3. What is the escalation level?

Escalation levels establish a managerial hierarchy for records to be escalated, ensuring efficient issue resolution.

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You’re going to learn things from a very academic point of view, which will help you, but only if you want to publish theoretical papers. Hence, universities, especially those framing a PostGrad degree in Data Science should make sure not to fall into orchestrating a curriculum with a long drawn theory-centric approach. Also, like many of the MOOCs out there, a minimum of a capstone project would be a must to give the students a more pragmatic view of data and working on it. It’s important to learn theory of course. I know too many ‘data scientists’ even at places like Google who wouldn’t be able to tell you what Bayes’ Theorem or conditional independence is, and I think data science unfortunately suffers from a lack of rigor at many companies. But the target implementation of the students, which would mostly be in corporate houses, dealing with real consumer or organizational data, should be finessed using either simulated practical approach or with collaboration with Data Science companies to give an opportunity to students to deal with real life projects dealing with data analysis and drawing out actual business insights. Our learners also read: Free Python Course with Certification upGrad’s Exclusive Data Science Webinar for you – ODE Thought Leadership Presentation document.createElement('video'); https://cdn.upgrad.com/blog/ppt-by-ode-infinity.mp4 Explore our Popular Data Science Online Certifications Executive Post Graduate Programme in Data Science from IIITB Professional Certificate Program in Data Science for Business Decision Making Master of Science in Data Science from University of Arizona Advanced Certificate Programme in Data Science from IIITB Professional Certificate Program in Data Science and Business Analytics from University of Maryland Data Science Online Certifications Don’t Forget About the Soft Skills In an article titled The Hard and Soft Skills of a Data Scientist, Todd Nevins provides a list of soft skills becoming more common in data scientist job requirements, including: Manage teams and projects across multiple departments on and offshore. Consult with clients and assist in business development. Take abstract business issues and derive an analytical solution. Top Data Science Skills You Should Learn SL. No Top Data Science Skills to Learn 1 Data Analysis Online Certification Inferential Statistics Online Certification 2 Hypothesis Testing Online Certification Logistic Regression Online Certification 3 Linear Regression Certification Linear Algebra for Analysis Online Certification The article also emphasizes the importance of these skills, and criticizes university programs for often leaving these skills out altogether: “There’s no real training about how to talk to clients, how to organize teams, or how to lead an analytics group.” Data science is still a rapidly evolving field and until the norms are more established, it’s unlikely every data scientist will be following the same path. A degree in data science will definitely act as the clay to make your career. But the part that really separates people who are successful from that are not is just a core curiosity and desire to answer questions that people have — to solve problems. Don’t do it because you think you can make a lot of money, chances are by the time you’re trained, you either don’t know the right stuff or there’s a hundred other people competing for the same position, so the only thing that’s going to stand out is whether you really like what you’re doing. Read our popular Data Science Articles Data Science Career Path: A Comprehensive Career Guide Data Science Career Growth: The Future of Work is here Why is Data Science Important? 8 Ways Data Science Brings Value to the Business Relevance of Data Science for Managers The Ultimate Data Science Cheat Sheet Every Data Scientists Should Have Top 6 Reasons Why You Should Become a Data Scientist A Day in the Life of Data Scientist: What do they do? Myth Busted: Data Science doesn’t need Coding Business Intelligence vs Data Science: What are the differences?
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by Ashish Korukonda

03 May'16
Computer Center turns Data Center; Computer Science turns Data Science

5.13K+

Computer Center turns Data Center; Computer Science turns Data Science

(This article, written by Prof. S. Sadagopan, was originally published in Analytics India Magazine) There is an old “theory” that talks of “power shift” from “carrier” to “content” and to “control” as industry matures. Here are some examples In the early days of Railways, “action” was in “building railroads”; the “tycoons” who made billions were those “railroad builders”. Once enough railroads were built, there was more action in building “engines and coaches” – General Electric and Bombardier emerged; “power” shifted from “carrier” to “content”; still later, action shifted to “passenger trains” and “freight trains” – AmTrak and Delhi Metro, for example, that used the rail infrastructure and available engines and coaches / wagons to offer a viable passenger / goods transportation service; power shifted from “content” to “control”. The story is no different in the case of automobiles; “carrier” road-building industry had the limelight for some years, then the car and truck manufacturers – “content” – GM, Daimler Chrysler, Tata, Ashok Leyland and Maruti emerged – and finally, the “control”, transport operators – KSRTC in Bangalore in the Bus segment to Uber and Ola in the Car segment. In fact, even in the airline industry, airports become the “carrier”, airplanes are the “content” and airlines represent the “control” Learn data science courses from the World’s top Universities. Earn Executive PG Programs, Advanced Certificate Programs, or Masters Programs to fast-track your career. It is a continuum; all three continue to be active – carrier, content and control – it is just the emphasis in terms of market and brand value of leading companies in that segment, profitability, employment generation and societal importance that shifts. We are witnessing a similar “power shift” in the computer industry. For nearly six decades the “action” has been on the “carrier”, namely, computers; processors, once proprietary from the likes of IBM and Control Data, then to microprocessors, then to full blown systems built around such processors – mainframes, mini computers, micro computers, personal computers and in recent times smartphones and Tablet computers. Intel and AMD in processors and IBM, DEC, HP and Sun dominated the scene in these decades. A quiet shift happened with the arrival of “independent” software companies – Microsoft and Adobe, for example and software services companies like TCS and Infosys. Along with such software products and software services companies came the Internet / e-Commerce companies – Yahoo, Google, Amazon and Flipkart; shifting the power from “carrier” to “content”. Explore our Popular Data Science Courses Executive Post Graduate Programme in Data Science from IIITB Professional Certificate Program in Data Science for Business Decision Making Master of Science in Data Science from University of Arizona Advanced Certificate Programme in Data Science from IIITB Professional Certificate Program in Data Science and Business Analytics from University of Maryland Data Science Courses This shift was once again captured by the use of “data center” starting with the arrival of Internet companies and the dot-com bubble in late nineties. In recent times, the term “cloud data center” is gaining currency after the arrival of “cloud computing”. Though interest in computers started in early fifties, Computer Science took shape only in seventies; IITs in India created the first undergraduate program in Computer Science and a formal academic entity in seventies. In the next four decades Computer Science has become a dominant academic discipline attracting the best of the talent, more so in countries like India. With its success in software services (with $ 160 Billion annual revenue, about 5 million direct jobs created in the past 20 years and nearly 7% of India’s GDP), Computer Science has become an aspiration for hundreds of millions of Indians. With the shift in “power” from “computers” to “data” – “carrier” to “content” – it is but natural, that emphasis shifts from “computer science” to “data science” – a term that is in wide circulation only in the past couple of years, more in corporate circles than in academic institutions. In many places including IIIT Bangalore, the erstwhile Database and Information Systems groups are getting re-christened as “Data Science” groups; of course, for many acdemics, “Data Science” is just a buzzword, that will go “out of fashion” soon. Only time will tell! As far as we are concerned, the arrival of data science represents the natural progression of “analytics”, that will use the “data” to create value, the same way Metro is creating value out of railroad and train coaches or Uber is creating value out of investments in road and cars or Singapore Airlines creating value out of airport infrastructure and Boeing / Airbus planes. More important, the shift from “carrier” to “content” to “control” also presents economic opportunities that are much larger in size. We do expect the same from Analytics as the emphasis shifts from Computer Science to Data Science to Analytics. Computers originally created to “compute” mathematical tables could be applied to a wide range of problems across every industry – mining and machinery, transportation, hospitality, manufacturing, retail, banking & financial services, education, healthcare and Government; in the same vein, Analytics that is currently used to summarize, visualize and predict would be used in many ways that we cannot even dream of today, the same way the designers of computer systems in 60’s and 70’s could not have predicted the varied applications of computers in the subsequent decades. We are indeed in exciting times and you the budding Analytics professional could not have been more lucky. Announcing PG Diploma in Data Analytics with IIT Bangalore – To Know more about the Program Visit – PG Diploma in Data Analytics. Top Data Science Skills to Learn to upskill SL. No Top Data Science Skills to Learn 1 Data Analysis Online Courses Inferential Statistics Online Courses 2 Hypothesis Testing Online Courses Logistic Regression Online Courses 3 Linear Regression Courses Linear Algebra for Analysis Online Courses upGrad’s Exclusive Data Science Webinar for you – ODE Thought Leadership Presentation document.createElement('video'); https://cdn.upgrad.com/blog/ppt-by-ode-infinity.mp4 Read our popular Data Science Articles Data Science Career Path: A Comprehensive Career Guide Data Science Career Growth: The Future of Work is here Why is Data Science Important? 8 Ways Data Science Brings Value to the Business Relevance of Data Science for Managers The Ultimate Data Science Cheat Sheet Every Data Scientists Should Have Top 6 Reasons Why You Should Become a Data Scientist A Day in the Life of Data Scientist: What do they do? Myth Busted: Data Science doesn’t need Coding Business Intelligence vs Data Science: What are the differences? Our learners also read: Free Online Python Course for Beginners About Prof. S. Sadagopan Professor Sadagopan, currently the Director (President) of IIIT-Bangalore (a PhD granting University), has over 25 years of experience in Operations Research, Decision Theory, Multi-criteria optimization, Simulation, Enterprise computing etc. His research work has appeared in several international journals including IEEE Transactions, European J of Operational Research, J of Optimization Theory & Applications, Naval Research Logistics, Simulation and Decision Support Systems. He is a referee for several journals and serves on the editorial boards of many journals.
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by Prof. S. Sadagopan

11 May'16
Enlarge the analytics & data science talent pool

5.19K+

Enlarge the analytics & data science talent pool

Note: The articlewas originally written by Sameer Dhanrajani, Business Leader at Cognizant Technology Solutions. A Better Talent acquisition Framework Although many articles have been written lamenting the current talent shortage in analytics and data science, I still find that the majority of companies could improve their success by simply revamping their current talent acquisition processes. Learn data science courses online from the World’s top Universities. Earn Executive PG Programs, Advanced Certificate Programs, or Masters Programs to fast-track your career. We’re all well aware that strong quantitative professionals are few and far between, so it’s in a company’s best interest to be doing everything in their power to land qualified candidates as soon as they find them. It’s a candidate’s market, with strong candidates going on and off the market lightning fast, yet many organizational processes are still slow and outdated. These sluggish procedures are not equipped to handle many candidates who are fielding multiple offers from other companies who are just as hungry (if not more so) for quantitative talent. Here are the key areas I would change to make hiring processes more competitive: Fix your salary bands – It (almost) goes without saying that if your salary offerings are outdated or aren’t competitive to the field, it will be difficult for you to get the attention of qualified candidates; stay topical with relevant compensation grids. Consider one-time bonuses – Want to make your offer compelling but can’t change the salary? Sign-on bonuses and relocation packages are also frequently used, especially near the end of the year, when a candidate is potentially walking away from an earned bonus; a sign-on bonus can help seal the deal. Be open to other forms of compensation – There are plenty of non-monetary ways to entice Quants to your company, like having the latest tools, solving challenging problems, organization-wide buy-in for analytics and more. Other things to consider could be flexible work arrangements, remote options or other unique perks. Pick up the pace – Talented analytics professionals are rare, and the chances that qualified candidates will be interviewing with multiple companies are very high. Don’t hesitate to make an offer if you find what you’re looking for at a swift pace – your competitors won’t. Court the candidate – Just as you want a candidate who stands out from the pack, a candidate wants a company that makes an effort to stand apart also. I read somewhere, a client from Chicago sent an interviewing candidate and his family pizzas from a particularly tasty restaurant in the city. I can’t say for sure that the pizza was what persuaded him to take the company’s offer, but a little old-fashioned wooing never hurts. Button up the process – Just as it helps to have an expedited process, it also works to your benefit is the process is as smooth and trouble-free as you can make it. This means hassle-free travel arrangements, on-time interviews, and quick feedback. Network – make sure that you know the best of the talent available in the market at all levels and keep in touch with them thru porfessional social sites on subtle basis as this will come handy in picking the right candidate on selective basis Redesigned Interview Process In the old days one would screen resumes and then schedule lots of 1:1’s. Typically people would ask questions aimed at assessing a candidate’s proficiency with stats, technicality, and ability to solve problems. But there were three problems with this – the interviews weren’t coordinated well enough to get a holistic view of the candidate, we were never really sure if their answers would translate to effective performance on the job, and from the perspective of the candidate it was a pretty lengthy interrogation. So, a new interview process need to be designed that is much more effective and transparent – we want to give the candidate a sense for what a day in the life of a member on the team is like, and get a read on what it would be like to work with a company. In total it takes about two days to make a decision, and there be no false positives (possibly some false negatives though), and the feedback from both the candidates and the team members has been positive. There are four steps to the process: Resume/phone screens – look for people who have experience using data to drive decisions, and some knowledge of what your company is all about. On both counts you’ll get a much deeper read later in the process; you just want to make sure that moving forward is a good use of either of both of your time. Basic data challenge – The goal here is to validate the candidate’s ability to work with data, as described in their resume. So send a few data sets to them and ask a basic question; the exercise should be easy for anyone who has experience. In-house data challenge – This is should be the meat of the interview process. Try to be as transparent about it as possible – they’ll get to see what it’s like working with you and vice versa. So have the candidate sit with the team, give them access to your data, and a broad question. They then have the day to attack the problem however they’re inclined, with the support of the people around them. Do encourage questions, have lunch with them to ease the tension, and check-in periodically to make sure they aren’t stuck on something trivial. At the end of the day, we gather a small team together and have them present their methodology and findings to you. Here, look for things like an eye for detail (did they investigate the data they’re relying upon for analysis), rigor (did they build a model and if so, are the results sound), action-oriented (what would we do with what you found), and communication skills. Read between the resume lines Intellectual curiosity is what you should discover from the project plans. It’s what gives the candidate the ability to find loopholes or outliers in data that helps crack the code to find the answers to issues like how a fraudster taps into your system or what consumer shopping behaviors should be considered when creating a new product marketing strategy. Data scientists find the opportunities that you didn’t even know were in the realm of existence for your company. They also find the needle in the haystack that is causing a kink in your business – but on an entirely monumental scale. In many instances, these are very complex algorithms and very technical findings. However, a data scientist is only as good as the person he must relay his findings to. Others within the business need to be able to understand this information and apply these insights appropriately. Explore our Popular Data Science Courses Executive Post Graduate Programme in Data Science from IIITB Professional Certificate Program in Data Science for Business Decision Making Master of Science in Data Science from University of Arizona Advanced Certificate Programme in Data Science from IIITB Professional Certificate Program in Data Science and Business Analytics from University of Maryland Data Science Courses Good data scientists can make analogies and metaphors to explain the data but not every concept can be boiled down in layman’s terms. A space rocket is not an automobile and, in the brave new world, everyone must make this paradigm shift. Top Data Science Skills You Should Learn SL. No Top Data Science Skills to Learn 1 Data Analysis Online Certification Inferential Statistics Online Certification 2 Hypothesis Testing Online Certification Logistic Regression Online Certification 3 Linear Regression Certification Linear Algebra for Analysis Online Certification upGrad’s Exclusive Data Science Webinar for you – Watch our Webinar on The Future of Consumer Data in an Open Data Economy document.createElement('video'); https://cdn.upgrad.com/blog/sashi-edupuganti.mp4 Read our popular Data Science Articles Data Science Career Path: A Comprehensive Career Guide Data Science Career Growth: The Future of Work is here Why is Data Science Important? 8 Ways Data Science Brings Value to the Business Relevance of Data Science for Managers The Ultimate Data Science Cheat Sheet Every Data Scientists Should Have Top 6 Reasons Why You Should Become a Data Scientist A Day in the Life of Data Scientist: What do they do? Myth Busted: Data Science doesn’t need Coding Business Intelligence vs Data Science: What are the differences? Our learners also read: Free Python Course with Certification And lastly, the data scientist you’re looking for needs to have strong business acumen. Do they know your business? Do they know what problems you’re trying to solve? And do they find opportunities that you never would have guessed or spotted?
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by upGrad

14 May'16
UpGrad partners with Analytics Vidhya

5.69K+

UpGrad partners with Analytics Vidhya

We are happy to announce our partnership with Analytics Vidhya, a pioneer in the Data Science community. Analytics Vidhya is well known for its impressive knowledge base, be it the hackathons they organize or tools and frameworks that they help demystify. In their own words, “Analytics Vidhya is a passionate community for Analytics/Data Science professionals, and aims at bringing together influencers and learners to augment knowledge”. Explore our Popular Data Science Degrees Executive Post Graduate Programme in Data Science from IIITB Professional Certificate Program in Data Science for Business Decision Making Master of Science in Data Science from University of Arizona Advanced Certificate Programme in Data Science from IIITB Professional Certificate Program in Data Science and Business Analytics from University of Maryland Data Science Degrees We are joining hands to provide candidates of our PG Diploma in Data Analytics, an added exposure to UpGrad Industry Projects. While the program already covers multiple case studies and projects in the core curriculum, these projects with Analytics Vidhya will be optional for students to help them further hone their skills on data-driven problem-solving techniques. To further facilitate the learning, Analytics Vidhya will also be providing mentoring sessions to help our students with the approach to these projects. Our learners also read: Free Online Python Course for Beginners Top Essential Data Science Skills to Learn SL. No Top Data Science Skills to Learn 1 Data Analysis Certifications Inferential Statistics Certifications 2 Hypothesis Testing Certifications Logistic Regression Certifications 3 Linear Regression Certifications Linear Algebra for Analysis Certifications This collaboration brings great value to the program by allowing our students to add another dimension to their resume which goes beyond the capstone projects and case studies that are already a part of the program. Read our popular Data Science Articles Data Science Career Path: A Comprehensive Career Guide Data Science Career Growth: The Future of Work is here Why is Data Science Important? 8 Ways Data Science Brings Value to the Business Relevance of Data Science for Managers The Ultimate Data Science Cheat Sheet Every Data Scientists Should Have Top 6 Reasons Why You Should Become a Data Scientist A Day in the Life of Data Scientist: What do they do? Myth Busted: Data Science doesn’t need Coding Business Intelligence vs Data Science: What are the differences? Through this, we hope our students would be equipped to showcase their ability to dissect any problem statement and interpret what the model results mean for business decision making. This also helps us to differentiate UpGrad-IIITB students in the eyes of the recruiters. upGrad’s Exclusive Data Science Webinar for you – Transformation & Opportunities in Analytics & Insights document.createElement('video'); https://cdn.upgrad.com/blog/jai-kapoor.mp4 Check out our data science training to upskill yourself
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by Omkar Pradhan

09 Oct'16
Data Analytics Student Speak: Story of Thulasiram

5.69K+

Data Analytics Student Speak: Story of Thulasiram

When Thulasiram enrolled in the UpGrad Data Analytics program, in its first cohort, he was not very different for us, from the rest of our students in this. While we still do not and should not treat learners differently, being in the business of education – we definitely see this particular student in a different light. His sheer resilience and passion for learning shaped his success story at UpGrad. Humble beginnings Born in the small town of Chittoor, Andhra Pradesh, Thulasiram does not remember much of his childhood given that he enlisted in the Navy at a very young age of about 15 years. Right out of 10th standard, he trained for four years, acquiring a diploma in mechanical engineering. Thulasiram came from humble means. His father was the manager of a small general store and his mother a housewife. It’s difficult to dream big when leading a sheltered life with not many avenues for exposure to unconventional and exciting opportunities. But you can’t take learning out of the learner. “One thing I remember about school is our Math teacher,” reminisces Thulasiram, “He used to give us lot of puzzles to solve. I still remember one puzzle. If you take a chessboard and assume that all pawns are queens; you have to arrange them in such a way that none of the eight pawns should die. Every queen, should not affect another queen. It was a challenging task, but ultimately we did it, we solved it.” Navy & MBA At 35 years of age, Thulasiram has been in the navy for 19 years. Presently, he is an instructor at the Naval Institute of Aeronautical Technology. “I am from the navy and a lot of people don’t know that there is an aviation wing too. So, it’s like a dream; when you are a small child, you never dream of touching an aircraft, let alone maintaining it. I am very proud of doing this,” says Thulasiram on taking the initiative to upskill himself and becoming a naval-aeronautics instructor. When the system doesn’t push you, you have to take the initiative yourself. Thulasiram imbibed this attitude. He went on to enroll in an MBA program and believes that the program drastically helped improve his communication skills and plan his work better. How Can You Transition to Data Analytics? Data Analytics Like most of us, Thulasiram began hearing about the hugely popular and rapidly growing domain of data analytics all around him. Already equipped with the DNA of an avid learner and keen to pick up yet another skill, Thulasiram began researching the subject. He soon realised that this was going to be a task more rigorous and challenging than any he had faced so far. It seemed you had to be a computer God, equipped with analytical, mathematical, statistical and programming skills as prerequisites – a list that could deter even the most motivated individuals. This is where Thulsiram’s determination set him apart from most others. Despite his friends, colleagues and others that he ran the idea by, expressing apprehension and deterring him from undertaking such a program purely with his interests in mind – time was taken, difficulty level, etc. – Thulasiram, true to the spirit, decided to pursue it anyway. Referring to the crucial moment when he made the decision, he says, If it is easy, everybody will do it. So, there is no fun in doing something which everybody can do. I thought, let’s go for it. Let me push myself — challenge myself. Maybe, it will be a good challenge. Let’s go ahead and see whether I will be able to do it or not. UpGrad Having made up his mind, Thulasiram got straight down to work. After some online research, he decided that UpGrad’s Data Analytics program, offered in collaboration with IIIT-Bangalore that awarded a PG Diploma on successful completion, was the way to go. The experience, he says, has been nothing short of phenomenal. It is thrilling to pick up complex concepts like machine learning, programming, or statistics within a matter of three to four months – a feat he deems nearly impossible had the source or provider been one other than UpGrad. Our learners also read: Top Python Free Courses Favorite Elements Ask him what are the top two attractions for him in this program and, surprising us, he says deadlines! Deadlines and assignments. He feels that deadlines add the right amount of pressure he needs to push himself forward and manage time well. As far as assignments are concerned, Thulasiram’s views resonate with our own – that real-life case studies and application-based learning goes a long way. Working on such cases and seeing results is far superior to only theoretical learning. He adds, “flexibility is required because mostly only working professionals will be opting for this course. You can’t say that today you are free, because tomorrow some project may be landing in your hands. So, if there is no flexibility, it will be very difficult. With flexibility, we can plan things and maybe accordingly adjust work and family and studies,” giving the UpGrad mode of learning, yet another thumbs-up. Amongst many other great things he had to say, Thulasiram was surprised at the number of live sessions conducted with industry professionals/mentors every week. Along with the rest of his class, he particularly liked the one conducted by Mr. Anand from Gramener. Top Data Science Skills to Learn to upskill SL. No Top Data Science Skills to Learn 1 Data Analysis Online Courses Inferential Statistics Online Courses 2 Hypothesis Testing Online Courses Logistic Regression Online Courses 3 Linear Regression Courses Linear Algebra for Analysis Online Courses What Kind of Salaries do Data Scientists and Analysts Demand? Get data science certification from the World’s top Universities. Learn Executive PG Programs, Advanced Certificate Programs, or Masters Programs to fast-track your career. Read our popular Data Science Articles Data Science Career Path: A Comprehensive Career Guide Data Science Career Growth: The Future of Work is here Why is Data Science Important? 8 Ways Data Science Brings Value to the Business Relevance of Data Science for Managers The Ultimate Data Science Cheat Sheet Every Data Scientists Should Have Top 6 Reasons Why You Should Become a Data Scientist A Day in the Life of Data Scientist: What do they do? Myth Busted: Data Science doesn’t need Coding Business Intelligence vs Data Science: What are the differences? upGrad’s Exclusive Data Science Webinar for you – ODE Thought Leadership Presentation document.createElement('video'); https://cdn.upgrad.com/blog/ppt-by-ode-infinity.mp4 Explore our Popular Data Science Courses Executive Post Graduate Programme in Data Science from IIITB Professional Certificate Program in Data Science for Business Decision Making Master of Science in Data Science from University of Arizona Advanced Certificate Programme in Data Science from IIITB Professional Certificate Program in Data Science and Business Analytics from University of Maryland Data Science Courses “Have learned most here, only want to learn..” Interested only in learning, Thulasiram made this observation about the program – compared to his MBA or any other stage of life. He signs off calling it a game-changer and giving a strong recommendation to UpGrad’s Data Analytics program. We are truly grateful to Thulasiram and our entire student community who give us the zeal to move forward every day, with testimonials like these, and make the learning experience more authentic, engaging, and truly rewarding for each one of them. If you are curious to learn about data analytics, data science, check out IIIT-B & upGrad’s PG Diploma in Data Science which is created for working professionals and offers 10+ case studies & projects, practical hands-on workshops, mentorship with industry experts, 1-on-1 with industry mentors, 400+ hours of learning and job assistance with top firms.
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by Apoorva Shankar

07 Dec'16