Summary
Overview
Work History
Education
Skills
Certification
Languages
Passions
Work Availability
Timeline
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Sébastien Brobecker

Summary

Experienced with managing service delivery operations as incident and problem manager, ensuring seamless service integration. Utilizes strategic planning and stakeholder management to enhance service efficiency and client satisfaction. Track record of implementing process improvements and leading high-performing teams. Knowledge and practice as well on technical skills : Windows (all versions) , IBM-I, SQL, TSM, Linux, Storage Systems, Cloud, Virtualization, ...

Overview

25
25
years of professional experience
1
1
Certification

Work History

Service Delivery Manager Lead

Consort NT
01.2024 - Current
  • Handled escalated customer issues effectively, resolving problems swiftly while preserving positive relationships where possible.
  • Served as primary interface for onboarding new personnel, providing educational resources on service delivery policies and establishing scheduling calendars.
  • Implemented performance metrics to evaluate team effectiveness and identify areas for improvement.
  • Incident, problem, change management for French banking enterprise, including critical incident resolution, follow-up, response on escalations, crisis call organization.
  • Problem management, task force organization and reporting, regular follow-up on pending problems.
  • Mentored team members on best practices for client engagement and issue resolution, fostering a culture of excellence.
  • Oversaw service delivery operations, ensuring alignment with organizational objectives and client expectations.
  • Led cross-functional teams to enhance service quality and operational efficiency across multiple projects.
  • Technologies and methodologies used : IS Management, ITIL, Incident Management, Office 365, ServiceNow.

Service Delivery Manager

Consort NT
02.2022 - Current
  • Incident and problem management for French banking enterprise, including critical incident resolution, follow-up, response on escalations, crisis call organization.
  • Problem management, task force organization and reporting, regular follow-up on pending problems.
  • Mentored team members on best practices for client engagement and issue resolution, fostering a culture of excellence.
  • Oversaw service delivery operations, ensuring alignment with organizational objectives and client expectations.
  • Led cross-functional teams to enhance service quality and operational efficiency across multiple projects.
  • Technologies and methodologies used : IS Management, ITIL, Incident Management, Office 365, ServiceNow.

PSE (expert L2) Office 365

Fujitsu
01.2021 - 02.2022
  • Technical support and assistance to about 20 technicians located in Portugal, Poland and Malaysia concerning (mostly) Office 365 applications, Windows laptops, Android phones and infrastructure servers.
  • Technical documentations, procedures creation and revision.
  • Major incidents follow-up to mitigate impacts and accelerate resolution time.
  • Recurrent meetings organization and lead with customer, agents, others technical teams.
  • Used critical thinking to break down problems, evaluate solutions and make decisions.
  • Action plans implementation destined to improve agent productivity, for example free about 30% resources on RDP servers without any cost.
  • Worked well in a team setting, providing support and guidance for L1 agents.
  • Technologies and methodologies used : IS Management, ITIL, Windows, Office 365, Azure, Endpoint, Active Directory, Android, LDAP.

Senior Technical Services Engineer

Inetum
09.2020 - 01.2021
  • Technical responsible for above 20 applications of a important French Administration structure.
  • Contributed to product development by providing valuable feedback from customers and identifying opportunities for improvement.
  • Proactively identified trends in technical issues, implementing preventative measures to reduce future occurrences.
  • Execution of standard production tasks like MEI/MEP, application patching, user registration, batches, databases refreshes.
  • Reports and improvement suggestions based on ticketing tools datas.
  • Served as the primary point of contact for escalated issues, collaborating with cross-functional teams to achieve timely resolutions.
  • Technologies and methodologies used : ITIL, F5, Linux, Oracle, MySQL, .net, JAVA, Unix, Windows, ODI, ESB, $U
  • Business or sector : Technical Management

Customer Service Specialist

Uber
03.2019 - 08.2020
  • Responsible for maintaining queries and tools used to determine customer issues.
  • Bug, outage framing and reporting.
  • Actions plans destined to improve L1 support efficiency and reduce misescalations.
  • Handled escalated calls calmly, finding resolutions that satisfied both the company and the customer''s needs.
  • Troubleshooting and maintenance supervision for 15 desktop stations.
  • Help and advice to optimize existing and newly implemented tools.
  • Trained new team members on best practices for customer engagement, issue resolution and SQL as Excel basics.
  • Technologies and methodologies used: SQL, Jira, Excel, Google G suite, Slack, Salesforce, Windows 10.

Service Delivery Specialist

KWAN: Love, Respect, Community
07.2018 - 03.2019
  • Responsible for proper functioning of shareholder management application via preventive or corrective technical operations.
  • Database analysis and extraction delivery.
  • Action plan creation destined to improve communication between French customers as well as LVL3 coworkers and Portuguese team members.
  • Bug Fix and Releases related changes preparation and coordination.
  • Incident management of all assets related to assigned application. Update of dedicated procedures to ensure better reactivity for next occurrences.
  • Reduced service downtime by identifying potential risks and addressing them proactively.
  • Technologies and methodologies used: IS Management, ITIL, F5, Linux, Oracle, SQL, Jira, JAVA, Remedy.
  • Business or sector : IT Delivery Management

Service Delivery Manager

DCS EASYWARE
09.2017 - 05.2018
  • Served as primary interface for onboarding new personnel, providing educational resources on service delivery policies and establishing scheduling calendars of 8 technicians.
  • Led cross-functional 3 teams (supervision, virtualization and exploitation) to achieve project goals on time and within budget.
  • Crisis situations management via meetings, follow-ups and RCA afterwards to ensure other occurrence of the same production interruption.
  • Creation of dedicated action plans to correct major issues spotted during audit.
  • Scope definition and activity dispatch based on current service catalog.
  • Implemented performance metrics to evaluate team effectiveness and identify areas for improvement.
  • Developed comprehensive reporting systems that tracked service delivery progress transparently and efficiently.
  • Review of existing incident procedures, update outdated or unclear occurrences.
  • Audit on actual customer procedures and monitoring installation. Action plan to reduce false monitoring events by above 81%.
  • Technologies and methodologies used: IS Management, ITIL, Brocade, VMware, SAN, Hyper-V, Windows, Linux, Service Desk levels 1-2, ITSM, Oracle, SQL.
  • Business or sector : IT Delivery Management

IT Service Delivery Manager

IBM
10.2015 - 07.2017
  • Developed and implemented ITIL-based service management frameworks for improved critical incident resolution.
  • Planned dedicated workshops between IBM and customer engineers to improve knowledge, communication and efficiency of each side.
  • Led cross-functional teams (above 70 technicians) to enhance IT service delivery and operational efficiency.
  • Streamlined change management processes, reducing implementation time and minimizing disruptions. In charge to coordinate Change workflow and CAB animation.
  • RCA follow up, lead, validation and presentation to customers.
  • Principal point of contact between English speaking engineers and French customers, from high management to entry-level.
  • Conferred with executives to advise and plan for short-term and long-term IT system upgrade needs (AIX, Windows, ...).
  • Presentation of daily, weekly, monthly and quarterly meetings with customers and technical services.
  • Annual DRP validation and coordination. Debriefing and action plan organization.
  • Developed detailed metrics and reports to assess the performance of IT services, enabling data-driven decision-making for continuous improvement.
  • Technologies and methodologies used: IS Management, ITIL, F5, VMware, Windows, Service Desk levels 1-3, ITSM, Linux, Oracle, AIX.
  • Business or sector IT Delivery Management

I-Series ASME

IBM
06.2014 - 10.2015
  • Dedicated actions plan creation did decreased alerting about 30% without loss of quality.
  • Worked well in a team setting, providing support, guidance and training.
  • Critical incidents resolution report and leading on Customer AIX, Windows, Linux servers and related applications (Oracle, Tomcat, SQL,...).
  • Dedicated workshop organized between IBM and customer engineers to improve knowledge, communication and efficiency of each side.
  • RCA follow up, lead, validation and presentation to customers.
  • Principal point of contact between English speaking engineers and French customers, from high management to entry-level.
  • Assistance with important projects AIX and Windows migrations or upgrades, architecture updates.
  • Proactive actions application via reports and meetings to reduce critical incident occurrence.
  • Daily, weekly, monthly and quarterly meetings presentation with customers and technical services.
  • Annual DRP validation and coordination. Organization of debriefings and actions plans related.
  • Assisted with day-to-day operations, working efficiently and productively with all team members (70 technicians).
  • In charge to coordinate change workflow and CAB presentation when required.
  • Technologies and methodologies used: IS Management, ITIL, F5, VMware, Windows, Service Desk levels 1-3, ITSM, Linux, Oracle, AIX.
  • Business or sector IT Delivery Management

It Specialist ISeries level 3

IBM
01.2014 - 06.2014
  • Incident and problem management on client software, backups and system issues for 18 IBM-I partitions.
  • RCA redaction, action plan creation and follow-up about backups, PPRC and procedures dedicated to technicians.
  • Mentored (15) junior staff on technical skills and problem-solving strategies, fostering professional growth.
  • Point of contact between English speaking engineers and French customers.
  • Conducted regular audits of IT systems, identifying vulnerabilities and implementing corrective measures.
  • Procedures creation and update for Service Desk and IBM-I technicians.
  • Presentation creation and delivery for monthly meetings.
  • Implemented effective backup systems to ensure data integrity and availability in case of disaster recovery scenarios.
  • Technologies and methodologies used: IBM-I, VMware, Windows, Service Desk levels 1-3, IWS, ITIL, SCCM.
  • Business or sector IT Technical expertise

Technical support specialist lvl2

Convergys
02.2013 - 11.2013
  • Improved customer satisfaction by efficiently resolving technical issues and providing timely support for VIP user assistance (Musée du Louvre, Total, Atos, Thalès, ...) via mail, phone, webconference.
  • Troubleshooted and escalated level 2 incidents requiring specialized expertise to appropriate departments, facilitating swift resolutions on Datacenters Netapp and related hardware (Hard drives, FC, SAN, Switchs Brocade, ...).
  • Walked individuals through basic optimization tasks.
  • Technologies and methodologies used: Netapp, CISCO, Vmware, SAN.
  • Business or sector IT Technical Support

Multimedia Specialist

Booster Game
03.2006 - 02.2013
  • Analyzed audience feedback to refine multimedia strategies, optimizing content reach and effectiveness.
  • Presented innovative multimedia solutions for various industries, resulting in increased brand awareness and customer engagement.
  • Utilized CRM software to manage client interactions and track sales performance effectively.

Store manager, Webmaster

Carte-a-stroph
09.2011 - 08.2012
  • Led store operations, ensuring optimal inventory levels and product availability.
  • Oversaw daily financial transactions, maintaining accuracy in cash handling and reporting.
  • Enhanced brand awareness by creating engaging and shareable social media content.
  • Technologies and methodologies used: HTML, SQL Business, Sales and Management.

Technical engineer

Mobilier Européen
04.2002 - 09.2011
  • Server technician: Launching, troubleshooting, printing delivery and monitoring for above 3000 users (payrolls, advertisements, datasheets,..), saves (BRMS) and batch operations on I5(AS400, AIX), Bladecenter (Linux, Tivoli storage manager)and Windows systems.
  • Offered troubleshooting via phone and mail for Windows, OS/400 networking, data or printings issues.
  • Performed scheduled service work, installations, testing, repairs, monitoring on WebSphere server and applications based on SQL databases on linux operating system.
  • Developed comprehensive documentation, including user guides and technical specifications for IBM-I, BRMS, TSM, I5, AIX, Windows, WebSphere, CISCO.
  • Technologies and methodologies used: IBM-I, BRMS, TSM, I5, AIX, Windows, WebSphere, CISCO.

Technical engineer

Atos Origin
01.2000 - 07.2000
  • Offered troubleshooting via phone and mail Windows and OS/400 professional users (Kronembourg, Fort James,Grand Vision) from France and English speaking country.
  • Performed scheduled service work, installations, testing, repairs, monitoring on IBM-I, HP/UNIX, Windows, SAP R4,... by remote administration (PC Anywhere and VNC).Launching and monitoring of impressions, saves and batch operations.
  • Documented and developed exploitation procedures and processes.
  • Technologies and methodologies used: Windows, UNIX, I-Series, SAP, Linux Business or sector IT Technical Support.

Education

HP PAGEWIDE CHANNEL SUPPORT , Printer support

HP
Barcelona
08.2017

BEP - Technologie de maintenance et réparation électrique / électronique

Lycee Charles Pointet
Thann
01.1998

BEP - Communication administrative et Secretariat

Lycee Franklin Roosevelt
Mulhouse
01.1997

Skills

  • Data manipulation with SQL

  • Linux system management

  • IBM i administration

  • Incident investigation

  • Client satisfaction management

  • Mentoring and training

  • Management of service level agreements

Certification

  • ITIL V3 Foundation
  • Change Management

Languages

English
Advanced (C1)
Portuguese
Intermediate (B1)
Allemand
Elementary (A2)
Polish
Beginner (A1)

Passions

  • AI
  • Cloud and virtualization
  • Smart home

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline

Service Delivery Manager Lead

Consort NT
01.2024 - Current

Service Delivery Manager

Consort NT
02.2022 - Current

PSE (expert L2) Office 365

Fujitsu
01.2021 - 02.2022

Senior Technical Services Engineer

Inetum
09.2020 - 01.2021

Customer Service Specialist

Uber
03.2019 - 08.2020

Service Delivery Specialist

KWAN: Love, Respect, Community
07.2018 - 03.2019

Service Delivery Manager

DCS EASYWARE
09.2017 - 05.2018

IT Service Delivery Manager

IBM
10.2015 - 07.2017

I-Series ASME

IBM
06.2014 - 10.2015

It Specialist ISeries level 3

IBM
01.2014 - 06.2014

Technical support specialist lvl2

Convergys
02.2013 - 11.2013

Store manager, Webmaster

Carte-a-stroph
09.2011 - 08.2012

Multimedia Specialist

Booster Game
03.2006 - 02.2013

Technical engineer

Mobilier Européen
04.2002 - 09.2011

Technical engineer

Atos Origin
01.2000 - 07.2000

HP PAGEWIDE CHANNEL SUPPORT , Printer support

HP

BEP - Technologie de maintenance et réparation électrique / électronique

Lycee Charles Pointet

BEP - Communication administrative et Secretariat

Lycee Franklin Roosevelt

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Sébastien Brobecker