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Youssef Hamane · Niort, France

Managing
change.
Coordinating
incidents.

I connect business needs with IT operations: managing changes, coordinating incidents, helping prevent recurring issues and sharing knowledge. I turn hands-on experience into practical ways for teams to work together.

My ITSM expertise Explore my use of AI

Change · Incident & Problem Management · IT coordination

CONNECTING THE DOTS
01 / CONTEXTUnderstand.Systems and how people use them.
Portrait of Youssef Hamane
Youssef HamaneA hands-on perspective.
02 / TEAMWORKCoordinate.Keep information flowing.
03 / KNOWLEDGE SHARINGShare knowledge.Make complex information clear.
OPERATIONS ↔ PROJECTS ↔ DATA
SELECTED MILESTONES
FROM MY EXPERIENCE
MACIF
Crédit Agricole
Walmart
Colas
Atos
AXA
SFR
Intelcia

01 / In practice

Real challenges.
Connections that matter.

Four aspects of my work: managing change safely, coordinating incidents, informing decisions and sharing knowledge.

KNOWLEDGE THAT LASTS

Capture what we learn.
Share it. Pass it on.

A resolution, a procedure, a lesson learned: knowledge becomes useful when teams can find it and put it into practice.

MACIFSince 2023

Confluence

≈ 200articles in the knowledge base

Responsible for Knowledge Management

A shared body of documentation that supports teams and consistent practices.

COLAS2019–2022

ServiceNow Knowledge Base

≈ 300articles in the knowledge base

Responsible for Knowledge Management

A knowledge base integrated into the Colas ITSM environment.

Approximate volumes reported in November 2026. Each marker represents around 10 articles in a knowledge base under my responsibility.

FROM INDIVIDUAL PRACTICE TO TEAM KNOWLEDGE

Establish
processesSupport
new colleaguesFollow up
on training

MY ITSM EXPERTISE

Restore. Understand.
Improve.

Change is part of a wider picture. My experience connects incident coordination, recurring issue analysis and preparation for service improvements.

A CONTINUOUS IMPROVEMENT CYCLE

Lessons learned inform the next steps.

01 / Incident Management

Restore the service. Keep people informed.

  • Assess severity and business impact, particularly for P1/P2 incidents.
  • Mobilise resolution teams, coordinate escalations and track actions.
  • Communicate status and recovery updates while tracking service commitments.

In practice: major incidents at Walmart, P1/P2 incidents at Crédit Agricole, and ITSM follow-up at AXA and Colas. Communication in French and English.

Select a step to explore my role. This diagram illustrates a working approach, not client performance data.

MY TOOLKIT

Practical skills.
Grounded in experience.

Practices and tools used on assignments, connected to the work they help me deliver.

01 / GOVERNANCE

Changes & releases

Contribute to change creation, validate changes, assess impacts and risks, analyse release dependencies and coordinate stakeholders.

  • ITIL Change
  • CAB
  • Production releases
  • Release dependencies
  • Impact assessments

MACIF · Colas

02 / CONTINUITY

Incidents & problems

Assess and coordinate incidents, monitor SLAs, contribute to post-incident reviews and help prevent recurrence.

  • P1 / P2
  • Escalations
  • Post-incident reviews
  • Preventive actions

Crédit Agricole · Walmart · Colas · AXA

03 / ENVIRONMENTS

Applications & non-production

Coordinate four MACIF application streams: Apivia, MACIF Santé, MACIF Prévoyance and BPCE. At Colas, my scope covered 8 acceptance testing and 6 production environments.

  • Activ’Infinite
  • Acceptance testing & pre-production
  • Training
  • CRM / BPCE web services

MACIF: 25 environments across 4 application streams · Colas: 14

04 / TOOLS

ITSM & service monitoring

Organise request and incident tracking, maintain traceable actions and check service health after releases.

  • ServiceNow
  • EasyVista
  • Jira
  • TIPS
  • Dynatrace

EasyVista: operational use · Dynatrace: post-release monitoring

05 / DECISION SUPPORT

Data & reporting

Build dashboards, analyse trends and estimate licence requirements from usage data.

  • Power BI
  • Python
  • Google Sheets
  • Book ITSM

Colas: Autodesk and reporting · MACIF: ITSM and release tracking

06 / TEAMWORK

Processes & knowledge sharing

Establish processes, support new colleagues and follow up on training. Take responsibility for knowledge bases to make information accessible.

  • Confluence
  • ServiceNow Knowledge Base
  • ITSM processes
  • Training
  • French
  • Professional English

PSM I · ITIL 4 Foundation · License to Train

AI · METHODS · EXPERIMENTS

Ask better questions.
Make better use of AI.

An extension of my operational work: exploring how AI can help structure information, prepare actions and make knowledge more accessible.

On assignment · MACIF

Gemini & Rovo.

I use Gemini during my assignment, complemented by Rovo for Jira and Confluence.

GeminiRovo · Atlassian
Personal experiments

Automation, bots and assistants.

My personal experiments explore AI use cases with different assistants and models.

ChatGPTClaudeMistral AIMeta · Muse

Prompt engineering

Set the context, define the objective, choose the response format and check the result. An approach refined through experimentation.

Instructions · iteration · verification

SEO

Explore search visibility: reader intent, page structure, headings and useful content.

Organic search · exploration

GEO

Explore content clarity for AI answer engines: explicit information, identifiable sources and well-structured answers.

Visibility in AI answers · exploration

THE PROMPT WORKSHOP

A clear objective.
A useful instruction.

Explore four prompt examples, from everyday ITSM to web content. Each example is ready to copy and adapt.

  1. 01Set the context
  2. 02Define the objective
  3. 03Specify the format
  4. 04Check the facts

Choose a context to explore the example.

This workshop contains prepared examples: it makes no model calls and sends no data. The prompts do not describe a client deployment. Tool references do not imply a partnership. About Muse, Meta’s AI agent ↗

WHERE I CAN CONTRIBUTE

The right role.
The right scope.

Roles grounded in my experience, and potential next steps drawing on my coordination, analysis and service skills.

7 roles to explore

Roles I have heldChange Manager · Incident / Major Incident Manager

Coordinate changes and CABs, prepare releases, manage incidents and escalations, communicate and monitor service delivery.

Relevant experience: Cross-functional Change at MACIF, CABs at Colas, major incidents at Walmart and P1/P2 incidents at Crédit Agricole.

Discuss an ITSM assignment ↗
A potential next stepProblem Manager · Continuous Improvement Coordinator

Help structure post-incident reviews, recurring issue tracking, and corrective and preventive actions.

Relevant experience: post-incident reviews, trend analysis and action tracking. Full ownership of the Problem Management process would need to be scoped with the team.

Transferable skillsIT Project Manager · PMO · Delivery Coordinator

Coordinate stakeholders and schedules, track risks, prepare deployments and communicate progress.

Relevant experience: change governance, planning and reporting. Budget, architecture and management responsibilities need to be scoped for each assignment.

Closely related to my experienceEnvironment Coordinator · Service Delivery Manager

Coordinate acceptance testing, pre-production and training environments; monitor service quality, SLAs and incidents, and liaise with operational teams.

Relevant experience: Activ’Infinite, ITSM monitoring and support experience. For an SDM role, contractual and financial responsibilities would need clarification.

Depending on the assignmentITSM Business Analyst · Internal Tools Product Owner

Connect business use cases, ITSM processes, operational priorities and reporting data.

Relevant experience: operational knowledge, IT/business coordination and reporting. I do not claim past responsibility for writing specifications or owning a product backlog; those responsibilities would need to be scoped for this type of role.

An agile next stepScrum Master · Agile Coordinator

Facilitate collaboration, make priorities and actions visible, and help a team organise its work.

Relevant experience: PSM I certification and Scrum practices applied to change management. I have not yet held a formal Scrum Master position.

An established responsibilityIT Knowledge Manager · Process & Training Coordinator

Organise knowledge capture and support teams in adopting shared processes and practices.

Relevant experience: responsibility for Confluence at MACIF and ServiceNow Knowledge Base at Colas; establishing processes and following up on training for new colleagues.

Based in Niort, France. Current assignment until the end of 2026; availability to be agreed. These titles describe potential assignments: the actual scope and responsibilities are what matter.

The common thread

Understand the system.
Help the team move forward.

That is where I work.

02 / Experience

From support
to cross-functional
coordination.

My career has developed through hands-on operations: support, major incidents, change management and reporting.

At MACIF today, I validate and coordinate IT changes in a complex application environment. I am also responsible for the Confluence knowledge base. I explore how data and AI can help improve the way we work.

Based in Niort, France
French & professional English
2023 → presentCross-functional Change ManagerMACIF Santé Prévoyance · Niort

Contribute to change creation and take responsibility for validation: impact assessments, risk analysis and release dependencies. Coordinate the Activ’Infinite streams for Apivia, MACIF Santé, MACIF Prévoyance and BPCE, then perform post-release checks. The four streams total 25 environments, including 6 for BPCE. Establish processes and follow up on training for new colleagues. Responsible for Confluence Knowledge Management: approximately 200 articles. Current assignment until the end of 2026.

Apr. → Sept. 2023Incident ManagerCrédit Agricole · Bordeaux

Coordinate P1/P2 incidents, mobilise teams, manage escalations, communicate updates and contribute to post-incident reviews.

Oct. 2022 → Mar. 2023Major Incident ManagerWalmart Global Tech

Manage major incidents, monitor SLAs and provide reporting in an international setting, communicating professionally in English.

Sept. 2019 → Sept. 2022Change & Incident ManagerColas Digital Solutions

Manage changes, facilitate CABs, and track incidents and escalations across 8 acceptance testing and 6 production environments. Responsible for ServiceNow Knowledge Base: approximately 300 articles. Build Power BI reports and Python forecasts of Autodesk token consumption to support the SAM Manager.

Sept. 2018 → Sept. 2019One assignment · two rolesAtos · AXA project

Two successive roles within the same assignment at Atos for the AXA project.

  1. Level 2 Support Team LeaderSeptember 2018 — January 2019

    Oversee Level 2 support operations and coordinate the team.

  2. Incident ManagerMarch — September 2019

    Track incidents and coordinate stakeholders, using ServiceNow to support ITSM activities.

Apr. 2016 → Jan. 2017Level 2 Technical SupportSFR / Intelcia

Handle Level 2 technical requests and incidents, working directly with user needs.

Always learning

Foundations for
everyday practice.

03 / Journal

Step back.
Share what matters.

A space for the ideas, methods and questions that arise from day-to-day work.

The first articles are coming soon.PLANNED TOPICS
01

What matters before a production release

Change ITComing soon
02

Good reporting should support decisions

Data & practiceComing soon
03

Where does AI fit into everyday ITSM?

AI & operationsComing soon

04 / It starts with a conversation

Something in mind?
Let’s talk.

An assignment, an idea or your thoughts on these topics.
I would be happy to discuss it.

Email me
Connect with me on LinkedIn

Niort, France
Availability to be discussed for each project.