Claudia Caetano@claudcaet

I'm an Incident and Major Incident Manager juggling simultaneously with Continuous Service Improvement for an IT Vendor that provides IT Products, Services and DataCenter Solutions to large and medium sized Clients.

When I have the "Incident Mgmt" hat on I'm permanently on my toes and need to do some fast, creative thinking and push for speady action to ensure we restore Services as quickly as possible to minimize losses to our Client. When I'm whearing the CSI hat I'm expected to have a clear vision of what are the Client’s needs, explore with our technical teams how we can improve our Service, be it through automation; introducing new best practices, developing new tools and help planning these activities..