Freelancer profile translated to English.

Description

Experienced Incident Manager professional with a strong understanding of incident resolution processes. My goal is to manage incidents quickly and efficiently to minimize disruption to customers. I am able to communicate clearly with internal and external stakeholders to provide updates on incident status. I am also able to analyze the root causes of incidents and recommend improvements to prevent future incidents.

Languages

French
Native or bilingual
English
Fluent

Workplace preferences

Can work on-site

Paris (up to 50km)

bnpparibas
Incident Manager
September 2022 - Today (3 years and 9 months)
Île-de-France, France

• Follow up and Coordinate with stakeholders in resolving incidents and requests
• Establish procedures to prevent future incidents, and develop reports for Monitoring
• Manage and lead the crisis unit by coordinating the various stakeholders
• Ensure compliance with established incident processes and procedures
• Present incidents with potential impact on projects to teams for prioritization
• Provide clear and detailed communication to business units and governance from incident triggering to resolution
• Manage N2, N1 team backlogs through a daily stand-up: highlight high-risk subjects and tickets nearing critical SLA phases
• Develop guidelines for teams to improve the management process within the ticketing tool
• Manage and escalate customer needs
• Ensure internal communication: holiday arrangements, central schedule updates, on-call organization
• Implement and deploy the routing grid dedicated to N1 support teams
• Ensure the update of documentation available on SharePoint for various processes
• Lead and organize meetings with the client and the intervenor to resolve high-criticality incidents:
-Provide a detailed report
-Follow up on the action plan until completion
-Communicate the progress of actions
• Prepare performance indicator KPI monitoring reports based on associated dashboards
• Update the CMDB (Database or repository containing details of Configuration Items):
-Correct data following a change in client project hierarchy
-Correct SLA level if incorrectly referenced
• Prepare analytical reports (Team backlog volume, Incident volume)
Allianz
Incident Manager
November 2020 - Today (5 years and 7 months)
Île-de-France, France

• Follow up and Coordinate with stakeholders in resolving incidents and requests
• Establish procedures to prevent future incidents, and develop reports for Monitoring
• Manage and lead the crisis unit by coordinating the various stakeholders
• Ensure compliance with established incident processes and procedures
• Present incidents with potential impact on projects to teams for prioritization
• Provide clear and detailed communication to business units and governance from incident triggering to resolution
• Manage N2, N1 team backlogs through a daily stand-up: highlight high-risk subjects and tickets nearing critical SLA phases
• Develop guidelines for teams to improve the management process within the ticketing tool
• Manage and escalate customer needs
• Ensure internal communication: holiday arrangements, central schedule updates, on-call organization
• Implement and deploy the routing grid dedicated to N1 support teams
• Ensure the update of documentation available on SharePoint for various processes
• Lead and organize meetings with the client and the intervenor to resolve high-criticality incidents:
-Provide a detailed report
-Follow up on the action plan until completion
-Communicate the progress of actions
• Prepare performance indicator KPI monitoring reports based on associated dashboards
• Update the CMDB (Database or repository containing details of Configuration Items):
-Correct data following a change in client project hierarchy
-Correct SLA level if incorrectly referenced
• Prepare analytical reports (Team backlog volume, Incident volume)
Bouygues Telecom
Incident Manager
October 2017 - November 2020 (3 years and 1 month)
Île-de-France, France

• Follow up on changes with intervenors and update their status in the repository
• Receive and make available on the workspace forms filled by business units for CAB requests and make them available on SharePoint
• Record change requests in the SharePoint tracking file
-Qualify requests
-Assign a criticality level and priority to each request according to client needs
-Coordinate and monitor change preparation
• Qualification of deliverables and communication of feedback to the client
• Ensure the deployment of changes in compliance with associated documentation
• Establish the procedure defining the change management process