LMAbout Lakhdar
**🚀 IT Service Management & Cloud Operations Expert | Incident, Problem & Change Manager | AI-Driven Ops Optimization:
With 20+ years of IT experience and a decade in enterprise-grade ITSM, I help companies maintain control, stability, and performance across global cloud infrastructures. I specialize in incident, problem, and change management—driving SLA compliance, minimizing downtime, and leading major incident response under pressure.
Whether you're launching a critical cloud service, need someone to manage global IT operations, or want to level up your incident processes using AI tools (like Dynatrace, PagerDuty, ServiceNow), I bring deep operational knowledge, a hands-on ITIL mindset, and a track record of delivering results fast.
✔️ Cloud & IT Ops governance (APAC/EMEA/US)
✔️ ServiceNow & ITIL best practices
✔️ Major incident handling (P1/P2), RCA, trend analysis
✔️ AI-enhanced alert triage & stakeholder communication
✔️ CAB leadership, Game Day readiness, global handover management
✔️ Languages: English, French, Slovene
Typical Projects:
Managing incident flows and SLAs in 24/7 global environments
Leading operational reviews and service improvement initiatives
Automating and streamlining service desk workflows
Training and mentoring ITSM teams
Collaborating with dev/infra/cloud teams on production stability
If you're looking for a results-oriented ITSM pro who can step into the fire and deliver clarity, speed, and structure—I'm your guy.
English
Native or bilingual
French
Fluent
Slovenian
Native or bilingual
Arabic
Fluent
Can work on-site
Luxembourg (up to 50km)
Experience
- CMA CGM,IT Cloud IPC/ Service ManagerFebruary 2023 - July 2025 (2 years and 5 months)Marseille, France• Leading daily incident control using ServiceNow: monitoring, triaging, and ensuring SLA compliance for P1/P2 tickets.• Driving governance through weekly and triweekly Cloud Operational Reviews (WCOR/TCOR) meetings with all stakeholders, generating data-driven reports and quality assessments.• Acting as Major Incident Manager (MIM) when critical events occur, coordinating resolution efforts and real-time communications.• Preparing IR incident reports after each major incident, which are forwarded to Problem Management for follow-up and Root Cause Analysis (RCA).• Leading global roadmap meetings to discuss major upcoming changes in the next few months.• Actively participating in CAB (Change Advisory Board) meetings.• Leading "Game Days" before applications go live in production to ensure proper preparation and deployment validation.• Contributing to process improvements through participation in monthly meetings focused on continuous improvement.• Leveraging AI tools and prompt engineering to interpret alert types, identify incident root causes faster, and enhance technical communication with stakeholders.• Performing backlog management and trend analysis using tools like Dynatrace and PagerDuty to improve operational efficiency.• Enhancing monitoring and reducing false positives by collaborating with technical support and cloud teams.• Conducting training sessions, mentoring stakeholders, and contributing to the continuous improvement of incident management processes and documentation.• Maintaining seamless global handovers through comprehensive daily summaries and live transitions across time zones.• Ensuring that the incident management process is correctly executed by all teams.
- European CommissionIT Service managerSeptember 2019 - January 2023 (3 years and 4 months)Luxembourg• Validating application's issues• Handling incidents according to SLAs• Maintain SLA's for the issues raised against Clarify support team• Acting as an escalation point to expedite incident resolution• Chairing conference calls with participants including Service• Managers, Technical Support teams, Clients and Third Parties• Understand and Implement ITIL standards in the day-to-day support tasks.• Manage and lead teams to get the issues resolved on utmost priority• Issuing communication during the progress of a major incident.• Provide concrete updates on the progress of issues to customer.• Play the role of problem management to produce RCA report.• Identifying appropriate timelines and targets for recovery actions, feedback and communications• Assessing and agreeing Business Impact• Develop best practices for process improvements.• Manage relationships and coordinate work between different teams at different locations.
- IBM Global Services Delivery Centre Polska Sp. z .o.o.Major Incident Manager (IMTApril 2018 - September 2019 (1 year and 5 months)Wrocław, DS, Poland• Validating application's issues• Handling major incidents according to SLAs• Maintain SLA's for the issues raised against Clarify support team• Acting as an escalation point to expedite incident resolution• Chairing conference calls with participants including Service• Managers, Technical Support teams, Clients and Third Parties• Understand and Implement ITIL standards in the day to day support tasks.• Manage and lead teams to get the issues resolved on utmost priority• Issuing communication during the progress of a major incident.• Provide concrete updates on the progress of issues to customer.• Managing staff to ensure that all milestones are achieved within the agreed timeframes.• Coordinate with problem management to produce RCA report.• Identifying appropriate timelines and targets for recovery actions, feedback and communications• Assessing and agreeing Business Impact• ServiceNow toolset administration. Reporting:• Preparing reports related to statistical data for incidents,• Post incident review,• Quality analysis,• Tracking and reporting the life path of ongoing incidents. Focal Point for communication and relationship building with clients.• Monthly meetings• Improvement of relationships between IBM and clients• Leading training for new staff members.
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Education
- Fundamentals of Digital Operational Resilience Act (DORA) IBM Agile Advocate certifiedIBMFundamentals of Digital Operational Resilience Act (DORA) IBM Agile Advocate certified
- IBM Agile ExplorerIBMIBM Agile Explorer