Job Description
What You'll Do
• 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