Operations Management professional with 10+ years of experience leading technical operations, service delivery, and compliance functions across the IT and telecommunications sectors. Proven track record in streamlining workflows, managing large teams, and ensuring SLA/KPI adherence through continuous process improvements. Adept at cross-functional collaboration, training & development, incident management, and operational strategy execution. Strong background in BCP, legal compliance, risk management, and digital transformation initiatives.
Technical Operations & Compliance Manager
Infosys Limited
Since March 2023
- Oversee operations and compliance activities across departments, ensuring contract adherence and SLA targets.
- Lead strategic workforce planning: optimize team size, skill mix, and shift schedules.
- Develop operational models for Incident and Problem Management to reduce downtime and enhance response time.
- Lead recruitment and performance management cycles, including KRAs, scorecards, and performance reviews.
- Prepare and deliver Weekly, Monthly, and Quarterly Business Reviews (WBR/MBR/QBR).
- Drive training initiatives by identifying competency gaps and implementing learning strategies across teams.
- Create and test BCP documents quarterly, ensuring resilience and business continuity.
- Liaise with legal teams to resolve compliance queries and uphold governance standards.
Incident Manager
Orange Business Services
June 2021
to March 2023
- Directed operations for a 60+ person after-sales service platform, ensuring top-tier customer support.
- Managed incident lifecycle including root cause analysis, GTR tracking, and continuous improvement plans.
- Led transformational initiatives to improve operational efficiency and reduce escalations.
- Conducted post-audit analyses to mitigate recurring issues and implemented strategic worksite projects.
- Partnered with team leads to optimize roster planning and skill-based training for technicians.
- Spearheaded initiatives to modernize internal tools and encourage a culture of innovation.
Expert en support client (Support d'application)
Orange Business Services
January 2019
to June 2021
- Handled critical customer application issues; conducted diagnostics and vendor escalations.
- Produced operational documents and modules to facilitate task handovers.
- Participated in global rollout meetings and supported multi-country platform implementations.
- Prepared and presented project performance and technical insights in STEERCO meetings.
Hotline Technique (ONLY et SFR) - Niveau 1
Outremer Telecom
February 2015
to October 2015
- Support des appels entrants.
- Identifier les besoins des clients par une écoute active, un questionnaire adapté et une reformulation pertinente (contraintes techniques, délais, etc.).
- Effectuer un diagnostic approprié, fournir une résolution en ligne et/ou escalader les incidents vers le niveau 2 (Support Technique Client).
- Assister les clients par téléphone pour toute demande d'information, de conseil ou de dysfonctionnement technique lié à la connexion Internet, à la téléphonie et à l'IPTV.
- Établir un diagnostic afin d'ouvrir un dossier d'incident ou un dossier technique.
- Assister les clients dans la réalisation de manipulations techniques en ligne (connexions, etc.).
Technicien Réseau
Rama Automotive Paints Ltd
November 2010
to January 2015
Vacoas Phoenix
Mauritius
- Assurer le bon fonctionnement de TAS BOOK et Quick Books sur le réseau et la sauvegarde.
- Diagnostic des problèmes de bureau, d'application, de réseau et d'infrastructure.
- Effectuer les mises à jour et l'installation des nouvelles versions.
- Conception et installation de réseaux informatiques fonctionnels, de connexions, de câblage et de WI-FI.
- Diagnostiquer les problèmes de logiciels et de matériel informatique et effectuer les réparations nécessaires.
- Test et configuration des logiciels, ainsi que maintenance et réparation du matériel et des périphériques.
