Anaïs A.

Incident Manager with 5 years of experience in an IT department, specializing in incident management, SLA monitoring, KPI reporting, and operational maintenance (MCO). Certified in ITIL4 and PRINCE2, I ensure the coordination of major incidents, N2/N3 escalation management, and service quality steering in coordination with business, technical, and vendor teams. Accustomed to large enterprise environments, I am involved in the operational monitoring of IT services, continuous improvement of ITSM processes, and ensuring service continuity.