Lucas Collette

• Piloted the Incident Management process and its continuous performance improvement.

• Coordinated major incidents with the objective of reducing business impact.

• Implemented and managed KPI dashboards for performance monitoring.

• Facilitated governance committees (incident reviews, process committees).

• Acted as an interface between technical teams, management, and business units.

• Defined and implemented continuous improvement plans.

 Technical Environment: ServiceNow, ITSM, PowerBI, Office Suite, JIRA, Dynatrace, Zabbix, Confluence, KPI reporting tools, banking environment.

 Team: GEA Cluster – 9 ITIL Managers + Coordinator.

 Projects successfully completed:

 Implementation of procedures;

 Training of new employees.

• Drafted Incident Reports (CRI).

• Drafted and followed up on Lessons Learned (REX).

• Managed a team of 20 employees / Backup Problem Manager.

• Facilitated meetings with the EDF client.

• Implemented updates for nuclear application documentation.

• Monitored KPI reporting / justification of SLA breaches.

• Verified and implemented ELK monitoring for applications.

• Facilitated Service Quality meetings.

• Created, implemented, and monitored KPIs.

• Created presentations for the Executive Committee.

• Coordinated stakeholders (9 Information System Managers) to achieve service improvement.

• Developed and implemented "Irritant Management" dashboards with weekly tracking.

• Analyzed data (Excel, Access, PowerBI).

• Implemented continuous improvement.

• Improved the company wiki.

• Monitored LAN/WAN status for Framatome sites.

• Served as a point of contact for various IT stakeholders.

• Gathered information and exchanged with German and American colleagues.

 Technical Environment: ITSM, PowerBI, Excel, JIRA, PowerPoint, Skype, Teams, SharePoint.

 Team: DPIT (Digital Performance Information and Technology) comprising 6 employees (1 Manager, 2 SI Project Managers, 3 SI Communication specialists).

 Projects successfully completed:

 Implementation of reporting for the Executive Committee and Business Units (in English);

 Creation of a managers' committee and weekly follow-up of IT-related issues;

 Creation and automation of data for reports/dashboards in the ITSM tool.