Christopher Rappin

🎯 Incident Manager & Quality Analyst – Freelance

Based in Toulouse | Available for long-term or hybrid assignments

For several years, I have been supporting companies in the management, analysis, and optimization of their IT incidents, with an approach focused on service quality and communication between technical and business teams.

💼 My main experience was built within the BPCE group (Banques Populaires & Caisses d’Épargne), where I evolved as an Incident Manager & Quality Analyst for Inetum.

There, I managed major incidents end-to-end within a critical and multi-site environment, while conducting post-incident analyses (PIR/RCA) to identify root causes and propose sustainable improvement plans.

I work hand-in-hand with N1/N2/N3 support teams to streamline communication, reduce resolution times, and promote a Shift Left culture, in order to bring solutions closer to user needs.

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🧩 Areas of Expertise:

Major incident management (ITIL / IM process)

Technical coordination and crisis communication

Quality monitoring and reporting (KPI, SLA, dashboards)

Root cause analysis (RCA / Post-Mortem)

Continuous improvement and knowledge management

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💡 My added value:

I don't just manage incidents: I transform data into action levers, and recurring problems into improvement opportunities.

I intervene with a concrete, human, and results-oriented approach — always with the goal of aligning technology, processes, and customer satisfaction.

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📩 Available for long-term assignments, remote or on-site.

Based in Toulouse, I favor environments where collaboration and service quality are at the heart of collective success.