Yancey Mbadi

Conducting a comprehensive audit of the end - to- end incident management process (organization, tools, practices and reporting). Identifying gaps against ITIL best practices and business objectives and issuing actionable recommendations. Designing and driving the incident management process update plan (RACI, workflows, procedures, communication templates, KPIs). Facilitating workshops with business, technical and support teams to co - design the target process. Supporting the rollout of the new process (communication, training, adoption monitoring and continuous improvements). Audit scope: implementation , tools, documentation, practices and reporting . Technologies: Kibana, Grafana, Google suite, Gemini. ITSM tools: Jira .

Steering operations, change and incident management. Managing communication with stakeholders. Leading crisis cells during major incidents. Producing monthly reporting with KPIs. Participating in operational governance committees. Contributing to the improvement of the problem management process. Creating and monitoring continuous improvement plans. Updating and maintaining knowledge bases and documentation (Wiki). Technical scope: Business applications. ITSM tools: ServiceNow, Jira.

Steering operational ITSM processes. Monitoring backlog and producing various operational reports. Designing and following up operational improvement plans. Defining and enhancing reporting frameworks. Implementing and tracking performance indicators (KPIs). Participating in activity steering and governance meetings. Contributing to the improvement of existing processes. Maintaining and updating reference repositories (knowledge base, CMDB, etc.). Managing security gaps (obsolescence and vulnerabilities). Technical scope: Infrastructure, systems, network and security. ITSM tools: ServiceNow.

Preparing and facilitating Operational Review Committees. Preparing and facilitating Operational Steering Committees. Monitoring OS and middleware patching and upgrade campaigns. Securing projects (selection): ▪ Migration of 40 applications to IBM Cloud. ▪ Upgrade of TLS versions for business partners to secure CFT flows via an intermediate XFB gateway (security remediation). ▪ Implementation of the FRPS (Fonds de Retraite Professionnels Supplémentaires) regulatory program. Managing and tracking incidents, changes and problems. Managing real - time communications for major incidents (internal and external). Leading crisis cells (technical and managerial). Organizing and leading task forces. Contributing to cross - functional RUN initiatives. Technical scope: Infrastructure, systems (excluding network) and IBM Cloud. ITSM tools: ServiceNow. Technologies: Dynatrace, Kubernetes, DMZR, SharePoint, LanDesk, Citrix.

Preparing and facilitating Steering Committees. Defining and updating customer needs and expectations. Defining and monitoring performance indicators. Defining SLAs and quality plans. Supporting pre - sales activities with the sales team. Assessing project feasibility. Planning and monitoring projects internally and with external providers. Projects (selection): ▪ Delivery of a PENTEST platform (security testing). ▪ Implementation of a SWIFT infrastructure for a banking client. ▪ Relocation of several infrastructures and devices to a new Data Center. Technical scope: Data center, infrastructure, systems and network. ITSM tools: Internal ITSM tool. Technologies: Cyberwatch, Dynatrace, VMware, Kubernetes (k8s).

Producing monthly indicators (incidents, changes, service definitions). Analyzing monthly KPIs by domain and application. Contributing to the definition and steering of remediation plans based on KPI analysis. Preparing and facilitating Production Support Committees. Participating in pre - CAB and CAB meetings. Participating in crisis cells and task forces during major incidents. Contributing to cross - functional RUN initiatives. Technical scope: Data center, infrastructure, systems and network, workplace and private cloud. ITSM tools: GLPI. Technologies : AS400.

Supporting customers in managing domain names. Managing small to medium - sized projects. Leading weekly team meetings and managing monthly planning. Checking customer DNS zone files and supporting issue resolution. Assisting in dispute resolution in collaboration with legal services and external organizations .

Analyzing , prioritizing and managing production incidents for AXA Group worldwide. Coordinating technical teams to resolve incidents. Drafting communications related to major incidents for various stakeholders. Producing and sending numerous daily internal and external reports to ensure full incident tracking. Analyzing and validating various requests (Firewall, DNS, Citrix, BlackBerry, Active Directory). Creating and monitoring the change backlog on a daily basis.

ITIL V3 - CSI

FCT Solution

ITIL V3 - Foundation

FCT Solution

ITIL V3 - OSA

FCT Solution

ITIL V3 - SOA

FCT Solution

ITIL V3 - RCV

FCT Solution