Hello All,

Experienced Incident Manager having worked at Microsoft and ServiceNow, I currently work At Nutanix in the Netherlands as Global Resolution Manager, helping to create and develop this new critical situation team.

My main responsibilities are :
• Triage Critical Incidents and develop action plans to deliver customer success
• Own and manage multiple critical incidents at the same time
• Collaborate, coordinate and ensure continuity via action plans with global team of Resolution Managers
• Deliver internal and external communications to all appropriate stakeholders during the life of critical incidents
• Consolidated Reporting for trend analysis and long-term planning
• Develop and deliver Post Assessment Reviews to identify key product, process or people improvements
• Ability to escalate and manage issues both internally (and externally) as needed
• Optimize critical handovers (and engineering engagements) by providing single voice of customer to all parties involved
• Work with technology partners (i.e. VMware, Citrix, Microsoft) to resolve issues and push improvements in our ecosystem.

Feel free to contact me if you want to know more about my job and experiences.

Maxime