We recently caught up with COLUMBIA cruise services Divya Kapoor to find out more about her responsibilities and insights into the work she does at CCS. Here’s what she had to say about her journey so far.
Briefly describe your primary responsibilities in your role as IT Specialist for COLUMBIA cruise services.
Over the past six years at CCS, I have contributed to numerous IT-related projects. I began as an IT Coordinator, focusing on addressing departmental support needs and resolving escalated issues with operational tools. Additionally, I played a key role in implementing new projects and solutions to meet evolving business requirements. I also assist new joiners by providing orientation on the IT tools used within the organisation.
What are the main systems or platforms you manage?
My primary responsibility is managing the technical aspects of DocMaster, CCS’s platform for hosting the Management System, reporting incidents, and conducting risk assessments. This includes ensuring seamless operation, proactive monitoring, and troubleshooting technical issues across both vessels and onshore sites. I am also responsible for setting up SharePoint sites for both internal and external access.
How do you ensure their seamless operation and address technical issues?
We ensure seamless operation and address technical issues through daily system monitoring, which helps identify and resolve potential issues proactively. We also maintain an internal support endpoint where users can report problems or failures. Depending on the complexity, these issues are either resolved directly by me or escalated to DocMap Support for advanced troubleshooting. This process involves regular follow-ups to ensure timely resolution, as well as thorough testing of bugs and system updates to maintain stability. Furthermore, I conduct periodic reviews to identify recurring issues and implement preventive measures, ensuring the system remains robust and efficient.
Describe your coordination efforts with clients (e.g., IT teams) regarding DocMaster.
My coordination with client IT teams typically begins with explaining the technical requirements for server setup through detailed documentation and diagrams. Since CCS does not provide IT infrastructure on vessels, this step is crucial as the client must integrate the system into their network. To facilitate this, I communicate all necessary security measures to ensure the system’s security and clarify that server maintenance and updates are their responsibility. Additionally, I liaise with client IT teams to gain access to vessel servers for troubleshooting or testing purposes. It is equally important to keep them informed about critical updates, server unavailability, or any other significant changes. In many cases, I involve the client IT team in testing major updates to ensure the system functions smoothly and aligns with their operational requirements.
What are some typical challenges you face during this process?
I have been fortunate enough to have worked with one of the most efficient and professional IT teams, so I have never faced any issues when it comes to technical language or knowledge. There are times when there is limited availability of resources in the event of a spontaneous need to have remote access to the vessel server. There have also been cases when the full potential of the tool cannot be used, if the client has strict security policies, and resolving this can be a challenge. In my experience, putting forth a positive and patient attitude and clear demonstration of benefits prove beneficial.
What steps do you take to ensure that new versions or enhancements of DocMaster are functional before deployment?
Update Rollout and Testing Process
When rolling out a new update, testing plays a critical role in ensuring a smooth transition. The process we follow is as follows:
- Internal Testing:
The DocMaster (CCS internal) team conducts a comprehensive round of testing on our testing server. This step ensures that the update functions as expected and aligns with system requirements. - Vendor Deployment:
Once internal testing is successful, we coordinate with the Docmap Team (vendor) to deploy the update on the production (live) server. - Post-Deployment Testing:
After the update is live, we perform another round of testing on the production server to confirm its functionality and stability before synchronising it with vessel servers. - Handling Major Updates:
For significant updates that require server restarts, we proactively inform the client IT teams and senior crew about the expected downtime. This communication ensures minimal disruption to operations and proper planning during the update window.
What strategies do you use to troubleshoot technical issues effectively, especially across diverse environments (vessels and on shore)?
To effectively address technical issues across both vessels and onshore environments, we adopt the following strategies:
- Documentation of Known Issues:
Issues that are likely to recur are meticulously documented with detailed descriptions and step-by-step resolutions. This repository serves as a quick reference, reducing troubleshooting time and ensuring consistent problem-solving. - Simulation and Root Cause Analysis:
When resolving an issue, we begin by simulating it to fully understand the context and root cause. This is achieved by analysing screenshots provided by users or capturing parameters that led to the issue. This methodical approach ensures we address the underlying problem rather than just the symptoms. - Centralised Bug Tracking:
The DocMaster team maintains a JIRA board to track and manage bugs reported to the vendor support team. This board provides clear visibility into pending issues, their status, and their progress, enabling efficient follow-up and resolution.
Can you share examples of successfully implementing or improving a system to better meet organisational needs?
Over the years, our team has made significant improvements to better align systems with organisational requirements. Some key examples include:
- Enhancing User Interface:
- Improved the overall user interface of the Documentation Module, making it more intuitive and user-friendly, which enhanced usability and efficiency for end users.
- Incident Management Enhancements:
- Segregated Security Incidents from Personal Injury Incidents to streamline data categorisation and improve reporting accuracy.
- Implemented access control mechanisms for sensitive data shared in incident reports to ensure confidentiality and compliance with data protection policies.
- Revamping the Risk Assessment Module:
- Reworked the Risk Assessment Module extensively after receiving it in its beta version. This involved refining its functionality to better support the organisation’s risk management processes.
- Data-Driven Reporting with Power BI:
- Developed Power BI reports for the Marine Department, leveraging data captured in DocMaster to provide actionable insights and support decision-making.
- Currently developing similar Power BI reports for the QSHE (Quality, Safety, Health, and Environment) department to enhance their analytical capabilities.
- In the pipeline:
- Automation of the Master’s review of the Management System.
- Implementation of E-forms.
These initiatives have not only improved system functionality but also aligned the tools more closely with the specific needs of various departments, driving greater efficiency and better outcomes.
