At ICE Data Services, I coordinated P1/P2 major incidents, from triage and impact assessment through escalation and service restoration. I also prepared RCA reports and post-incident reviews.
At Colruyt Group, I coordinated major incident resolution and helped improve response times by 30%, reduce downtime by 20%, and achieve 95% SLA compliance.
At Colruyt Group, I investigated recurring incidents through root cause analysis and post-incident reviews, reducing repeat incidents by 25%. I also supported change management and disaster recovery initiatives.
I developed a personal Excel dashboard to track incident priorities, resolution times, and SLA compliance, and to analyze incident trends and corrective actions.
