Bilal T.

Incident Manager

Environments: Windows, Linux, VMware

RUN incident management and service quality maintenance:

• Handling and management of application, network, infrastructure incidents… (ServiceNow, Jira)

• Opening and facilitating crisis management meetings to respond to emergency situations (major incident).

o Continuous communication (regular updates) to stakeholders, internal and external. Informing about the situation, actions taken, and expectations. (B2B, employees, and users)

o Mobilization of resources, technical experts, service managers, and other key stakeholders.

o Analysis and diagnosis

o Development and implementation of solutions

o Validation and closure

o Retrospective and continuous improvement: post-incident analysis to evaluate incident response, identify lessons learned, and propose improvement recommendations to strengthen preparation and responsiveness (documentation)

• Detailed writing of post-incident reports

• Constant system monitoring to detect incidents, with the implementation of application and network supervision (websites, web services, servers, databases (SQL, Oracle), market connections (FIX).

• Participation in SQL and Oracle database analysis (query optimization and execution plans)

• Management of incidents occurring on data transfers (WTX, CFT, SWIFT, BIC…)

• Management and review of application authorizations and rights in collaboration with the CISO

• Compiling and presenting daily production reports to clients

• Reviewing service levels of operational products

• KPI management, regular performance analysis, and implementation of continuous improvement actions

Change management:

Coordination and supervision of change management processes including,

o Planning

o Information dissemination

o Documentation of significant changes.

• Participation in CABs,

o Analyzing production changes likely to impact the business(es) concerned

• Handling morning IT weather reports

o Redesign of the communication model and process

o Implementation of weather reports for various processes.

• Development (scenario) and deployment of application supervision strategies

o Instana, Grandma, Thruk…

• Participation in contractual drafting of IT service levels (SLAs)

Problem management:

• Proactive management of identified problems, involving the development of corrective and preventive actions, as well as methodical tracking of action plans.

• Open communication with internal and external stakeholders on the status of ongoing problems and actions taken to resolve them, through periodic reports.

• Regular organization of a problem management meeting to analyze trends, detect root causes, and implement sustainable solutions.

• Participation in SQL, Oracle database analysis (query optimization, execution plans...)

Project management:

• Participation in the "obsolescence" project, Java migrations, cloud transitions, application and server decommissioning

• Management of internal and external data flow openings.

• Participation in providing work environments for B2Bs (VMware/Windows/VPN)

-Coordinate actions and find a solution in an incident situation

-Review service levels of operational products

-Ensure the quality and continuity of ING's online services

-Monitor, detect, and handle an incident and assign it to the correct workgroup

-Coordinate the actions of different teams according to instructions

-Follow up on incidents and determine production impacts

-Consolidation of daily production reporting for clients

-Ensure production monitoring (incident tracking, post-mortem reports, supervision…)

-Analyze production changes impacting the business(es)

-Approve or reject changes impacting the business during CAB

-Coordinate actions and find a solution in an incident situation

-Consolidation of daily production reporting for clients

-Review service levels of operational products

-Participation in Problem Management Committees