Freelancer profile translated to English.

Description

I secure production and service continuity: major incident management, crisis management, SLA piloting, and ITIL process improvement. Multi-team coordination, war rooms, clear communication, and post-incident action plans. Agile and pragmatic approach to reliable operations and accelerated delivery.

Industry field of expertise

Languages

French
Native or bilingual
Arabic
Native or bilingual
English
Fluent

Workplace preferences

Can work on-site

Paris (up to 50km)

EDF Renouvelables
Incident & Change Manager
ENERGY AND UTILITIES
January 2022 - April 2025 (3 years and 3 months)
Paris, France
Incident & Change Manager
• End-to-end supervision of incidents (SCADA telemetry, ETL, dashboards) to deliver clean, accurate, and timely data.
• War rooms / bridge calls (Slack/Teams): mobilization of L1/L2/L3, Data Eng, SCADA, Infra/Cloud, Security & suppliers; paced updates and piloting of service restoration.
• RCA (5 Whys/Ishikawa), action plan, KEDB, documentation standardization.
• Changes: risk assessment, planning, back-out plan, CAB, post-implementation reviews.
• KPIs & SLA: MTTA/MTTD/MTTR, recurrence, availability; management reports and continuous improvement (runbooks/playbooks).
• Achievements: MTTR ↓, top-incidents recurrence ≈ zero, widespread adoption of runbooks.
Project Manager
• Rituals (planning, daily, review, retrospective), impediment removal, Data/SCADA/Infra synchronization.
• Product vision & roadmap aligned with business; backlog prioritization, user stories/AC.
• Co-design for on-time releases; velocity/lead time/throughput monitoring, dependency management.
• Stakeholder interface; user feedback → arbitration & improvements.
• Impact: increased predictability & transparency (information radiators, dashboards).
SLA Incident Management Gestion du changement Amélioration continue
Expedia Group
Scrum Master
TRAVEL AND TOURISM
April 2018 - July 2021 (3 years and 4 months)
Paris, France
Scrum Master
• Agile coaching for multi-squads (checkout, payments, billing); impediment removal and team focus protection.
• Vision/roadmap with PO/PM (quarterly objectives, milestones, dependencies: Dev, SRE, Security, Finance, PSP).
• Capacity planning, Epics/Features scoping, acceptance criteria; velocity/lead time/throughput & CFD monitoring.
• Change readiness: low-traffic windows, go/no-go, back-out plan, checklists + CAB alignment.
• Information radiators (Delivery/risks/debts dashboards) and standardization of DoR/DoD & templates.
• Achievements: >90% of sprints completed, lead time ↓, post-release defects ↓, first-time-right ↑, change collisions ↓.
Scrum, Coaching, Backlog, Velocity, Impediments, Roadmap, Releases, User feedback, Stakeholders, Jir
Expedia Group
Incident Manager
TRAVEL AND TOURISM
May 2015 - April 2018 (2 years and 11 months)
Paris, France
Incident Manager
• Piloting payment/PSP incidents (authorizations, capture, settlement), 3DS/3DS2, anti-fraud, billing, and AR reconciliations.
• Multi-team war rooms (Ops/Dev/SRE/Finance/PSP/Support); paced communication, ETA, service restoration coordination.
• RCA (5 Whys/Ishikawa) & post-mortems, KEDB update, implementation of controls & alerts (errors/latency/abandonments).
• SLA/KPI monitoring (MTTA/MTTD/MTTR, authorization rate, DSO); management dashboards under Splunk/Grafana/BI.
• Change enablement: go/no-go, low-traffic windows, back-out plan, post-production reviews, CAB alignment.
• Results: reconciliation discrepancies ↓, DSO ↓, payment abandonments ↓; MTTR ↓ and reduction in recurrences on root causes.
SLA Gestion du changement Incident Management