Incident Change Release Manager

2 weeks ago

India Capgemini Full time

Job Description Choosing Capgemini means choosing a company where you will be empowered to shape your career in the way you'd like, where you'll be supported and inspired bya collaborative community of colleagues around the world, and where you'll be able to reimagine what's possible. Join us and help the world's leading organizationsunlock the value of technology and build a more sustainable, more inclusive world. Your Profile - Incident Management - Own and manage end-to-end incident lifecycle for high-impact and recurring issues. - Ensure timely logging, categorization, prioritization, and resolution of incidents. - Drive incident triage and facilitate cross-functional collaboration for resolution. - Lead major incident calls and ensure stakeholder communication and updates. - Perform post-incident analysis and contribute to continuous improvement initiatives. - Maintain incident documentation and ensure compliance with ITIL standards. Your Role - SLA Management - Monitor SLA performance across all support activities and ensure compliance. - Identify and address potential SLA breaches proactively. - Collaborate with delivery teams to improve SLA metrics and reduce turnaround times. - Generate and present SLA dashboards and reports to leadership and stakeholders. - Recommend process improvements to enhance SLA adherence and customer satisfaction. - Required Skills & Experience What You'll Love About Working Here - You can shape your career with us. We offer a range of career paths and internal opportunities within Capgemini group. You will also get personalized career guidance from our leaders. - You will get comprehensive wellness benefits including health checks, telemedicine, insurance with top-ups, elder care, partner coverage or new parent support via flexible work. - At Capgemini, you can work on cutting-edge projects in tech and engineering with industry leaders or create solutions to overcome societal and environmental challenges. Capgemini is a global business and technology transformation partner, helping organizations to accelerate their dual transition to a digital and sustainable world, while creating tangible impact for enterprises and society. It is a responsible and diverse group of 340,000 team members in more than 50 countries. With its strong over 55-year heritage, Capgemini is trusted by its clients to unlock the value of technology to address the entire breadth of their business needs. It delivers end-to-end services and solutions leveraging strengths from strategy and design to engineering, all fueled by its market leading capabilities in AI, generative AI, cloud and data, combined with its deep industry expertise and partner ecosystem.

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