Freelancer profile translated to English.
Back to original languageAbout Salifou
I specialize in the management of production incidents and IT service quality. I have managed incident and problem portfolios for major clients such as Crédit Agricole, Française des Jeux, and HSBC, ensuring crisis management, reporting via Service-Now and Power BI, and facilitating follow-up committees.
My background has allowed me to develop solid experience in coordinating technical teams, prioritizing tasks, and communicating with business units and IT management.
As an Incident, Change, and Problem Manager, my primary objective is to restore services as quickly as possible while minimizing business impact.
I am comfortable managing major incidents, facilitating crisis rooms, and driving escalations.
Beyond incident resolution, I also focus on Problem Management, analyzing recurring incidents, identifying root causes, and proposing the opening and tracking of problems until their sustainable resolution.
I am accustomed to setting up procedures from scratch.
Proficient in Service-Now, Jira, and Power BI.
English
Native or bilingual
French
Native or bilingual
Can work on-site
Paris (up to 50km)
Experience
- Crédit AgricoleCross-functional Problem Manager: Crédit Agricole Group CA-GIPBANKING AND INSURANCEJanuary 2023 - November 2025 (2 years and 10 months)Saint-Quentin-en-Yvelines, FranceProcess / Cross-functional Problem Manager from January 2023 to November 2025 CREDIT AGRICOLECoordination of technical teams. Within the IT Infrastructure and Production Hub of CAGIP, in close collaboration with all support teams within the group. Responsible for the monitoring and management of contracts, including deadline monitoring, renewal management, and resolution of contractual disputes.Responsible for process performance, compliance, adoption, and continuous improvement.Responsible for crisis management and task forces.Centralization of all run management and knowledge base in the ITSM tool Service Now and Power BI.Implementation of a procedure for managing recurring incidents to anticipate problem management (the goal is to create problems for recurring incidents by selecting the most impacted configuration items in the CMDB).Organize regular Problem / Incident Reviews.Prepare and present reports on team performance and key performance indicators (KPIs).Ensure the quality of ticket entry and responses to clusters / foundations.Guarantee quality communications to our clusters / foundations.Communicate to stakeholders the process handling rules and ensure their training.Propose service quality improvement areas.Implementation of processes (best practices for incident and problem management).Ensure the proper application of the process and associated deliverables.Management of problems related to the IT disaster recovery plan and recurring incidents.Create problems for recurring incidents.Management of critical equipment stock (network, servers, components), anticipation of shortages, logistical coordination.
- Cloud TempleService Delivery ManagerDIGITAL AND ITJanuary 2021 - January 2023 (2 years)Paris, FranceIncident and Process Manager from January 2022 to January 2023 Cloud-Temple for the AVRIL GroupImplementation of IT system outsourcing in hybrid mode: Private Cloud and Public Cloud. Close collaboration with legal, financial, and operational teams to ensure effective contract management and transparent communication with all stakeholders.Definition of roles for each.Definition of RACI and priority matrix.Manage the relationship with the outsourcing provider.Coordinate internal and external teams.Prepare reports on team performance and key performance indicators (KPIs).Implementation of a procedure for managing recurring incidents to anticipate problem management (the goal is to create problems for recurring incidents by selecting the most impacted configuration items in the CMDB).Implementation of performance indicators on ServiceNow and Power BI.Implementation of Power BI presentations to coordinate incident and problem resolution activities and improve the quality of presentations for various committees (Weather, Technical Committee, Steering Committee, Management Committee).Regularly evaluate service performance using key performance indicators (KPIs) to measure and monitor customer satisfaction.Responsible for monitoring incidents with total or higher impact (crisis) from opening to closure.Ensure communication regarding incidents to the client and the contract organization.Coordinate various technical teams in incident resolution. Organize and facilitate crisis rooms.Analyze data to identify trends and areas for improvement. Identify opportunities for improvement in support processes.
- FDJ - La Française des JeuxProblem and Incident ManagerENTERTAINMENT AND LEISUREJanuary 2021 - December 2021 (1 year)Paris, FranceService Delivery Manager / Request ManagerProject: Head of the Control Room (Tools: Service Now and Power BI)1. Control and propose adaptations of production processes2. Partnership Management: Coordination and management of various IT partners and service providers to ensure the continuity of IT operations.3. Optimization and Automation: Identification of recurring tasks within support and proposal of automation solutions to improve operational efficiency.4. Weekly preparation of the production committee with a focus on blocking tickets5. Ensure coordination between different teams when needed.6. Implementation of a procedure for managing recurring incidents to anticipate problem management (the goal is to create problems for recurring incidents by selecting the most impacted configuration items in the CMDB).7. Implementation of performance indicators on ServiceNow and Power BI.8. Implementation of Power BI presentations to coordinate incident and problem resolution activities and improve the quality of presentations for various committees (Weather, Technical Committee, Steering Committee, Management Committee).9. Regularly evaluate service performance, using key performance indicators (KPIs) to measure and monitor customer satisfaction.10.11. Manage major incidents, facilitate operational crisis rooms, and coordinate teams in this crisis context.12. Actively participate in managing escalations for incidents and user requests.13. Monitor and manage VIP incidents.14. Smooth handling of cases• Follow-up of departure notifications• Follow-up of Rtasks handling• Processing of tickets older than 10 days (follow-up by technician, or takeover by Incident for processing)
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Education
- Master 2 (M2), RSSIUniversité de Technologie de Troyes2021Master 2 (M2), RSSI
- University Engineering Degree (Network and IT Maintenance), Network Engineering and IT System MaintenanceUFP DAKAR1998Diplôme universitaire d'ingénieur (réseau et maintenance informatique) , ingénierie réseau et maintenance systeme informatique
Certifications
- ITIL V4GLOBAL KNOWLEDGE2020