Mourad Hafsaoui
Lodz,Polish citizen (EU work authorization)
Summary
Dynamic major incident manager with extensive experience in IT service management and incident lifecycle oversight. Proven leader of cross-functional teams, facilitating effective stakeholder communication and implementing process improvements to enhance service reliability. Strong skills in root cause analysis, problem management, and team leadership drive operational excellence.
Overview
23
23
years of professional experience
1
1
Certification
Work History
Major Incident Manager
Atos
Lodz, Poland
09.2022 - 03.2026
- Manage resolution of critical incidents, ensuring minimal business impact and timely communication with stakeholders.
- Handle and resolve security incidents in accordance with company policies.
- Participated in community engagement initiatives to build public trust and support.
- Facilitated inter-departmental communication, fostering collaboration across various units.
- Oversee end-to-end incident lifecycle, engaging appropriate teams to expedite service recovery.
- Coordinate response teams and stakeholders and communicate timely updates to users and management.
- Conduct post-incident review and lessons learned.
- Improve processes to prevent future incidents.
- Led end-to-end Emergency change process, including risk assessment, impact analysis, approval governance, and implementation oversight.
Various roles
Fujitsu GDC
01.2018 - 01.2022
- Process Manager (Problem & Major Incident Manager), Whitbread Project (2020 - 2022)
- Process Manager - Problem Management, Intrum Account (2019 - 2020)
- Process Manager (Problem & Major Incident Manager) Mercedes Benz France Project (2018 - 2019)
- Problem Manager, Problem Management - Starbucks & Selecta (2018)
- Problem Manager, CRH Project (2018)
- Key Responsibilities Across management Roles:
- Problem & incident lifecycle management over ITSM tool (ServiceNow) including root cause analysis and KPI tracking.
- Team training, SLA management, and customer engagement.
- Own the weekly, monthly reporting on incidents and problems and assist with monthly, quarterly service reviews.
- Owning the proactive and reactive problem management process.
- POC for escalations related to incidents / problems.
- Support compliance and quality activities.
- Owning the Major Incidents process ensuring they are managed to a successful completion, and an RCA is documented and delivered to the client.
- Coordinate response teams and stakeholders/ Escalate issues when required/ Conduct post-incident review and lessons learned.
- Attend weekly Incident and/or Problem Management Meetings, discussing trends and giving insight into process improvements.
- Own the weekly, & monthly reporting on incidents and problems.
- Managed complaints with calm, clear communication and problem-solving.
Process Controller (Team Leader)
Fujitsu GDC
10.2016 - 02.2018
- Lead and mentor a cross-functional team to achieve operational and project goals.
- Assign tasks, monitor performance, and ensure timely delivery of objectives.
- Act as the primary point of contact between management and team members.
- Facilitate team meetings, knowledge sharing, and skill development.
- Drive process improvements, efficiency, and adherence to best practices.
- Support incident/problem escalation and resolution (if IT-focused).
- Foster collaboration, motivation, and a positive team culture.
- Track KPIs and report team performance to senior management.
Front and Back-office (First & Second Line)
Fujitsu GDC
04.2013 - 10.2016
- Provide first- and second-line support via phone, email, and ITSM portals.
- Troubleshoot desktop applications, Windows OS, Blackberry devices, VPNs, and network protocols (IP/TCP).
- Manage Active Directory accounts, permissions, and access requests.
- Log, track, and manage incidents and service requests in ServiceNow.
- Monitor production systems and applications to ensure uptime and SLA compliance.
- Escalate complex issues to specialist teams while maintaining follow-up.
- Assist with software/hardware installation, upgrades, and patches.
- Provide user guidance, documentation, and training on IT systems and policies.
- Contribute to knowledge base and incident trend reporting for continuous improvement.
- Coordinate with network, infrastructure, and security teams to resolve issues.
Local Procurement Lead & Archive/Stock Responsible
JGC Corporation
01.2003 - 01.2013
- Manage local procurement processes, including vendor selection, purchase orders, and contract follow-up.
- Ensure timely sourcing of goods and services while optimizing costs and quality.
- Maintain inventory, stock levels, and archive management for accurate tracking and reporting.
- Coordinate with internal departments to meet operational requirements and deadlines.
- Monitor supplier performance and compliance with corporate procurement policies.
- Implement stock control procedures, audits, and reporting to prevent shortages or overstock.
- Maintain documentation and archive records in line with regulatory and company standards.
- Support process improvements for procurement efficiency and stock management.
Education
High School Diploma -
High School
01-1998
Skills
- IT Service Management
- Incident Management
- Major Incident Management
- Problem Management
- Root Cause Analysis
- Risk Assessment
- Team Leadership
- Training
- Project Management
- Change Management
- Process Improvement
- KPI Reporting
- Incident management
- Problem management
- Service recovery
- Risk assessment
- Root cause analysis
- KPI tracking
- Process improvement
- Team leadership
- Customer engagement
- Performance monitoring
Certification
- ITIL 4 Foundation Certificate, AXELOS, 2019-01-01
- Prince2 Agile Project Management - Foundation, AXELOS, 2024-01-01
- Procurement & Asset Management Training, 2004-01-01
Languages
French
Beginner
A1
English
Beginner
A1
Polish
Intermediate
B1
Hobbies and Interests
- Team sport
- Reading
- Volunteering
- Travels
www.linkedin.com/in/mourad-hafsaoui-484050172
Timeline
Major Incident Manager
Atos
09.2022 - 03.2026
Various roles
Fujitsu GDC
01.2018 - 01.2022
Process Controller (Team Leader)
Fujitsu GDC
10.2016 - 02.2018
Front and Back-office (First & Second Line)
Fujitsu GDC
04.2013 - 10.2016
Local Procurement Lead & Archive/Stock Responsible
JGC Corporation
01.2003 - 01.2013
High School Diploma -
High School