Capgemini
Job Description
• Understand and meet customer agreements (SLO/SLA/commitments) • Follow and participate in the improvement of established team processes • Identify and enforce to cost reduction measures • Accountable for following established team processes • Understand ITIL framework (Event, Incident, Change & Problem Management) • Collaborate with peers and multi-functional teams • Maintaining knowledge required to perform role effectively • Participate in regular synch ups • Actively share / develop innovation and automations for continued improvement • Collaborate with all appropriate parties in effort to collect all proper data for RCA/MPRs • Own and complete Root Cause Analyses (RCA) and Major Problem Review (MPR) for all major and high visibility incidents (P1/P2) • Create and define knowledge error articles (KEAs) to reduce MTTR and increase ability to obtain RCA