Informatique | Luxembourg2024 - maintenantDevelop availability management strategy: formulate a comprehensive availability management strategy aligned with organizational goals and objectives.
Implement availability processes: Establish robust availability management processes and workflows to identify, assess, and prioritize risks to service availability.
Risk assessment and mitigation: work closely with Risk Management to Implement risk mitigation measures and contingency plans to minimize service disruptions.
Incident Management: Lead incident response efforts during service disruptions or outages. Coordinate with cross-functional teams to restore services within agreed-upon service level agreements (SLAs) and minimize the impact on business operations.
Problem Management: Drive root cause analysis and problem resolution activities to address recurring incidents and underlying issues affecting service availability.
Service level Management: Participate in customer on-boarding process to learn the customer objectives and form relationships early in the customer life cycle. Meet with customers on a regular basis to carry out service reviews against SLA expectations.
Continuous Improvement: Establish a culture of continuous improvement within the availability management function. Identify opportunities to enhance infrastructure resilience, streamline processes, and optimize service availability through automation and innovation.
Documentation and Reporting: Maintain comprehensive documentation of availability management processes, procedures, and standards. Generate regular reports on availability performance, incidents, and trends for stakeholders and senior management.
Stakeholder Engagement: Collaborate closely with business stakeholders, IT teams, and senior management to understand business requirements, priorities, and expectations related to service availability.
Arendt & Medernach
- Service Performance Management
Informatique | Luxembourg2020 - 2024Proactively monitor and analyze IT service performance, identifying areas for improvement.
Develop and maintain key performance indicators (KPIs) and service level agreements (SLAs) to guarantee high-quality service.
Collaborate with cross-functional teams to implement performance enhancement initiatives.
Provide data-driven insights and recommendations to senior management for informed decision-making.
Lead the development and documentation of IT processes, procedures and policies.
Implement processes seamlessly into our IT Service Management (ITSM) tool to ensure consistent service delivery and compliance.
Design and construct Power BI reports that offer real-time insights into IT service performance, aiding in decision-making and continuous improvement efforts.
TELINDUS - Belgacom
- Request & Service Level Manager
2017 - maintenantChargé de la rédaction des process pour le Request & Service Level management
Supervision du projet de définition du Catalogue de Service
Responsable de la qualité des process et de leur conformité vis a vis des réglementations en vigueur, de l'architecture technique et des contrats
Manage le cycle de vie du process et l'édition de la documentation associée (interne & client)
SPOC pour tout changement concernant les process
Promoteur et ambassadeur auprès des équipes afin d'assurer l'adhérence au process
Responsable de la coordination et du planning des activités en lien avec la performance, le monitoring et le reporting (interne & client)
Suivi et reporting des performances opérationnelles
Avantida NV
- Support Desk manager
2015 - 2016Service Desk Manager for a Antwerp based Start-Up creating inventive solutions for Ocean carriers and Logistics Companies
Identify, analyze, and correct hazards to prevent future re-occurrences.
Post-incident analysis, contingency planning, exercise and training of the Service Desk
Escalation to DevOps team to implement workarounds and feed backlogs Items
Implementation of pro-active policies to ensure tracking of disruptions and fast recovery
Evaluation of the ticket management and customer satisfaction (Improvement of over 30% in 1 year)
Translation of the Portal from English to Spanish & French
Creation of internal user guides and training documents in English, Spanish, French
Reduction of backlog tickets from more than 100 to 0
KPN
- Incident Manager
2014 - 2015 -Single point of contact and main responsible facing to the Client for the incident management and services delivered
-To ensure the setup of new services and incidents in terms of time/quality/budget
-To ensure a proper communication with 3rd parties and Customer Account Manager
-Monitor and manage the Client relationship and satisfaction
-To solve potential issues that may prevent the satisfactory and timely completion of the services/projects
-Customer delivery tracking, responsible for management of client’s claims. Escalation instance for the customer.
-Negotiation of scope changes, in terms of responsibility/time/budget.
-Inside KPN, acting as the interface between Problem/Change & Architecture Departments
-Reporting for France Spain and Belgium incidents delivery and quality
Atos
- External Consultant - Operations Manager for KPN Service Desk
Bezons2010 - 2014In charge of the management's layer and Level II support of the Atos Origin Service Desk based in Tenerife (back office) for the KPN France project
Coordinate incidents involving multiple suppliers
Follow up on day to day ticketing
Improve intern and vendors process management regarding Fraud analysis, portabilities, payments, logistic and network issues.
Active follow up of tickets raised and supplier's SLAs monitoring
Quality coordinator and point of contact for massive incidents
Supervision of the release process and the root analysis of incidents
Organize meetings with Spanish, French and Chinese suppliers to identify and solve issues raised
In cooperation with KPN France, define processes and ticket release planning
Prepare manuals and training plans for the Service Desk agents
Detect future needs for the Service Desk team in training and quality areas
American Express
- Risk Analyst
RUEIL MALMAISON 2009 - 2010Working for the French and African market
Managing the risk for every transaction raised by the system and decide the resolution
Working as Credit and Fraud Analyst after 5.30 pm (decisionning, collect debt, verify transactions, data mining
Working with Fraud Inspectors to perform arrests when suspicious transactions are detected.
Meetings and training scheduling, raising issues and follow up.
Giving support to new starters
Hewlett Packard Enterprise
- Team Manager for GM CAC
2008 - 2009Team Manager of the General Motors Customer Assistance Center
Supervision of over 25 Customer Service Representatives
Tracked call traffic of the employees and identified the areas that need to be improved
Scheduled training sessions and meetings
Lead the French team successfully and achieved the set goals.
Metrics targets achieved during 8 successive months.
Decreased the turnover of staff by less than 2% resulting in reducing HR costs
Reporting to General Motors Executives to discuss action plans and business needs.
Best Performance Award 2008
