Marc Palaric

Objective: Pilot the incident portfolio as well as field interventions on all telecom systems and infrastructures

 Pilot Level 1 maintenance interventions

• Handling, dispatching, monitoring of field interventions  Pilot critical high-impact incidents

• Monitoring actions, communication on customer incidents, lessons learned  Incident Portfolio Management

• challenging various internal stakeholders (support, associated maintainers) and external ones (service providers, technical partners)  Activity Reporting

• monitoring various indicators in compliance with SLAs (number and typology of incidents, adherence to resolution deadlines established in service contracts)

 Supervision and handling of major incidents

• coordination of technical teams via crisis calls, writing of daily logs  Incident communication -, real-time information, incident cell reports  Organization of lessons learned (rex) with various stakeholders

• Opening of problems for task tracking within the framework of action plans  Organization of decision-making cells with the business for impacting incidents

 Qualification, monitoring, follow-ups

• assignment of tickets to the correct scope and criticality  Management of business committees

• monthly monitoring of significant incidents  Writing of incident summaries, communications, and procedures

• Confluence and ServiceNow tools  Advice on improving existing processes.