José Mbanzu

Context:

Within the Connectivity team, delivering network services in a critical multi-site industrial environment.

Actions:

• Managed service quality and ensured compliance with contractual commitments (SLA/KPIs)

• Governed data via the ServiceNow CMDB

• Coordinated technical teams, ITIL processes (incident, change, problem), and service providers

• Managed client relationships and led steering and management committees (COPIL)

10/2021 to 01/2025 Banking Sector BNP PARIBAS

 Service Delivery Manager (SDM)

Context:

Within the BCEF-IT Networks team, managing multi-site critical network services, leading transformation, and securing banking operations.

Actions:

• Orchestrated the coordination of 6 technical teams and 5 service providers

• Optimized incident tracking: implemented automated indicators on ServiceNow

• United project stakeholders during steering committees (COPIL)

• Managed change requests

Result:

• 70% reduction in critical incidents

• Client satisfaction: 40% increase

 Infrastructure Deployment Project Manager

Context:

Within the BCEF-IT Networks team, managing projects for MPLS to SD-WAN migration in AGILE JIRA mode (Daily, Planning, Review, Retrospective).

Actions:

• Managed the migration of SD-WAN routers

• Coordinated with Operators and service providers for planning and field deployment.

• Presented monthly project progress indicators to management.

Result:

• Successful deployment of ISR1100 SD-WAN routers across the entire network: 1700 Branches and Campuses.

Context: Managing network and telecommunications incidents in coordination with support teams, operators, and suppliers to ensure SLA and GTR compliance. Monitoring service quality and client satisfaction for network infrastructures, including LAN, WAN, SD-WAN, and Wi-Fi.

Responsibilities:

• Managed critical incidents and handled escalations with external suppliers.

• Monitored KPIs and proactively managed services to ensure network availability (LAN, WAN, and Wi-Fi).

• Served as the primary interface with operational teams and managed crises to ensure service continuity.

• Tracked incidents via ServiceNow, managed changes, and validated remediation procedures.

Technical Environment:

• Incident monitoring for LAN, WAN, SD-WAN, Wi-Fi, and VoWiFi.

• Used tools such as Cisco EMS, Zabbix Monitoring, and vManage to ensure proper functioning of network infrastructures.