Frédérick Caravati

Main missions

- Ensure the daily management of the Customer Support service and guarantee customer satisfaction.

- Coordinate and supervise the interventions of technicians (internal and external providers).

- Manage the service's performance indicators and implement improvement plans.

- Produce and analyze operational and technical reports.

- Prepare, lead, and participate in follow-up committees and technical committees with clients.

- Act as the liaison between clients, technical teams, and company management.

Within the managed service, I oversee Run projects for local authorities, colleges, and departmental buildings. My scope is focused on video surveillance and security, as well as telemedicine booths and electric charging stations.

• Manage coordination, actions, and communication for critical incidents

• Lead intervening teams, outsourcing providers, and external contractors

• Identify and communicate service impacts

• Inform and escalate to the relevant managers

• Follow up and inform the client of the progress of resolution procedures throughout the incident lifecycle.

• Lead major incident management committees and crisis rooms (Key Events, crisis team).

• Implement and manage Incident Management steering indicators (SLA)

• Preparation and participation in various committees (Steering Committees...)

• Change Management:

• Implement and participate in the Change Advisory Board (CAB) to identify service impacts on incidents

• Contribute to and ensure the change process is well-defined and followed

• Problem Management:

• Participate in Production reliability

• Identify, track, and analyze recurring incidents to prevent their recurrence.