more than 180,000 people in over 40 countries, Capgemini is a global leader in
consulting, technology and outsourcing services. The Group reported 2015 global
revenues of EUR 11.9 billion. Together with its clients, Capgemini creates and
delivers business, technology and digital solutions that fit their needs,
enabling them to achieve innovation and competitiveness. A deeply multicultural
organization, Capgemini has developed its own way of working, the Collaborative
Business Experience™, and draws on Rightshore®, its worldwide delivery model.
more about us at http://www.capgemini.com/.
is a trademark belonging to Capgemini.
is an Equal Opportunity Employer encouraging diversity in the workplace. All
qualified applicants will receive consideration for employment without regard
to race, national origin, gender identity/expression, age, religion,
disability, sexual orientation, genetics, veteran status, marital status or any
other characteristic protected by law.
is a general description of the Duties, Responsibilities and Qualifications
required for this position. Physical, mental, sensory or environmental demands
may be referenced in an attempt to communicate the manner in which this
position traditionally is performed. Whenever necessary to provide individuals
with disabilities an equal employment opportunity, Capgemini will consider
reasonable accommodations that might involve varying job requirements and/or
changing the way this job is performed, provided that such accommodations do
not pose an undue hardship.
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Location: Oakbrook Terrace, IL
ROLES & RESPONSIBILITIES
Maintain an Incident Management System and Knowledge Management
infrastructure and Knowledgebase Produce and Publish reports on the SLA?s and KPI?s used to measure
the service & 24×7 Operations Management Escalate support calls from
restaurants to the appropriate 3rd party vendor managing the end to end
lifecycle of the incident. To monitor performance of staff members according to the
established monitoring standards. Maximize customer satisfaction through effective solutions
delivery Time Management, Task Planning & Monitoring Communicate to the
field on behalf of the Supplier Network; manage major incident processes and
communications Problem Management from the incidents logged and resolved To ensure conformance to quality specifications. To monitor performance of staff members according to the
established monitoring standards Quality management of agents and incidents
Needs to be a knowledge expert on the customer application & needs to work
on it >70% of the time.