Freelancer profile translated to English.

Description

Freelance consultant in N2 application support and IT coordination, I assist companies in managing and stabilizing their production application environments.

With 4 years of experience in large accounts (CGI / EDF), I work on critical areas requiring rigor, responsiveness, and a service-oriented approach.

My areas of intervention:

N2 / Production Application Support

Incident, Problem, and Change Management (ITIL)

Functional Analysis and Diagnosis

Coordination between technical and business teams

Monitoring and Improvement of Support Processes

Accustomed to complex environments, I am comfortable with ticketing tools and Windows environments.

Available quickly, I am looking for a mission in application support / run / production in Lyon or remotely.

Languages

French
Native or bilingual

Workplace preferences

Can work on-site

Lyon (up to 10km)

CGI
Squad Manager - EDF application support project
April 2023 - February 2025 (1 year and 10 months)
Lyon, France
Operational management of application support and user incident processing for an extensive application scope (complex environments, multi-applications, ~100 applications).
Daily coordination between L1/L2 support, technical teams, and business users.
Monitoring of priorities, service level agreements (SLAs), and operational reporting.
Implementation and continuous improvement of processes and tools to ensure support reliability and reduce recurring incidents.
Role of operational referent ensuring service quality and business continuity.
Management of service industrialization.
Team Coordination Process Optimization Continuous Improvement Priority Management Project Management
CGI
L2 Support Operator/Referent - EDF application support project
September 2021 - April 2023 (1 year and 7 months)
Lyon, France
Level 2 user support (incidents, requests, authorizations) for critical business applications.
Diagnosis, analysis, and resolution of application incidents.
Support and assistance for end-users, training, and knowledge transfer.
Contribution to application deployments and post-deployment validation.
Documentation, knowledge capitalization, and continuous improvement of support processes.
Complex application environments and high service quality requirements.
Incident Management IT Support Jira/Confluence Deployment Priority Management