Freelancer profile translated to English.

Description

I have been working in IT for 17 years, including 11 years as an Incident Manager. Over the years, I have acquired a solid mastery of ITIL processes, particularly concerning incident, change, and problem management. I have often been on the front line coordinating crises and ensuring clear and effective communication in complex situations.

I have developed expertise in information systems management, and my colleagues recognize me for my ability to lead teams towards achieving objectives, while respecting SLAs. Even under pressure, I know how to stay the course and maintain a high level of performance, while ensuring that everything runs smoothly.

Industry field of expertise

Languages

French
Native or bilingual
English
Fluent
Arabic
Native or bilingual

Workplace preferences

Can work on-site

Paris (up to 50km)

Ministère de l'Intérieur - DNUM
Orange Business – IPCM (Incident, Problem & Change Manager)
DIGITAL AND IT
November 2024 - Today (1 year and 7 months)
Paris, France
Incident Management
• Global management of critical incidents, from detection to resolution, with mobilization and coordination of technical resources.
• Supervision of major incident resolution operations, including team orchestration and ensuring service commitments are met.
• Steering crisis management teams and proactive communication management with all stakeholders during major incidents.
• Daily facilitation of operational committees dedicated to monitoring ongoing incidents, including presentation of recent changes, review of backups, and tracking of priority actions.
• Drafting and dissemination of detailed reporting on incident process performance (KPIs, SLAs) to support strategic decisions.
• Implementation and monitoring of key indicators to ensure the compliance and effectiveness of the incident process.
• Conducting post-incident reviews (lessons learned), identifying root causes, and driving corrective actions.
Change Management
• Regular facilitation of CAB and eCAB committees for the approval of planned and urgent changes.
• Comprehensive verification of change requests, including phasing, fallback plans, and necessary communications.
• Conducting post-implementation reviews (PIRs) to assess the impact and success of implemented changes.
• Monitoring performance indicators related to changes to ensure process quality.
• Final preparation and dissemination of the weekly CAB committee report to responsible entities, ensuring clear and transparent communication.
Problem Management
• Organization and facilitation of problem process steering committees to monitor the progress of RCA analyses and associated actions.
• Coordination of problem owners and referents, fostering inter-team collaboration to accelerate the resolution of recurring incidents.
Incident Management Process Manager ITIL V4 Change Management Problem Management
ATOS
Process Service Manager
TECH
April 2011 - Today (15 years and 2 months)
Bezons, France
• Implementation of incident and change management processes for clients, including security incidents.
• Development of communication processes for incident, change, crisis management, and escalation matrices.
• End-to-end management of major incidents, including coordination, comprehensive communication, and documentation across various platforms.
• Identification of risks and impacts related to infrastructure changes, with alerts in case of service interruption.
• Identification and monitoring of recurring and high-impact incidents within the scope of problem management.
• Organization and facilitation of incident conferences and committees, daily production monitoring, weekly operational committee, crisis management, and major incident conferences.
• Steering and coordination of critical P1 and P2 incidents, with the implementation of monitoring 'Bridges' if necessary.
• Management of communication with all stakeholders during critical incidents, including incident notifications.
• Conducting post-major incident reports, analyzing impacts for clients, and preparing PIRs/Lessons Learned.
• Monitoring SLAs/KPIs, controlling the backlog, and reminding teams of priorities to ensure contractual commitments are met.