Objective  

Our goal is to ensure rapid incident resolution with minimal business disruption while adhering to agreed service commitments.

Scope  

It covers the entire incident lifecycle—from detection to resolution validation—engaging all relevant stakeholders, including users, suppliers, IT, and GBS.

Main activities  

Main roles & responsibilities  

Useful contacts  

Excellence Lead: Matthias Sielaff

Incident Manager: Virginie Calmettes

Incident Owner: Coralie Chaudier

Need more info  

Detailed process

Useful card 

FAQ