Alexandre Carrié

Description Continuous Improvement Lead within the MF (Manufacturing) and R&D (Research & Development) entities. Together with my team and in collaboration with the Support teams, we identify recurring issues and implement corrective solutions (automation, self-healing, alerting, monitoring, chatbots, bots, etc.) with the main objective of improving service quality. Key achievements / responsibilities • Led ITSM transformation and automation initiatives across multiple teams. • Drove Innovation and Continuous Improvement for Manufacturing Support teams, leveraging Knowledge and Problem Management practices. • Identified recurring issues and operational pain points with Support teams and prioritised corrective actions. • Implemented reliability improvements via automation, self-healing, alerting/monitoring and chatbot/bot initiatives, with a focus on measurable service quality gains.

Description Evergreen IT Lead for the MF (Manufacturing) and R&D (Research & Development) entities, providing programme-level governance of the Evergreen roadmap across key pillars (SRE, systems modernisation, data-driven IT operations, CSD teams, digital sustainability). Accountable for two SREs (one per entity) and working closely with project managers and domain managers to prioritise and deliver improvements. Key achievements / responsibilities • Defined and led the entities Evergreen roadmaps through international, cross-functional programmes (SRE, systems modernisation, data-driven IT operations, digital sustainability). • Designed and rolled out an application obsolescence assessment checklist (infrastructure, OS, data structures, code quality, usage/activity...) to support decisions on cloud migration vs decommissioning. • Facilitated governance with Domain Managers and IT Directors (STEERCO, KPI governance), ensuring alignment on priorities, risks and delivery. • Managed prioritisation and delivery coordination across project managers and domain owners, driving measurable improvements in reliability and maintainability.

Description ERP Support Manager for the India region, leading a 100% India-based support team and key business stakeholders. Accountable for day-to-day operations, SLA compliance, KPI definition and tracking, and continuous improvement of team performance, delivering ~30% reduction in yearly incidents. Strengthened knowledge management across IT and Business by formalising key users, improving ticket quality and first-level validation, and building a collaborative relationship with demanding stakeholders through structured governance. Coordinated major incidents and crisis situations across DBAs, DevOps, Infrastructure and connected application teams, contributed to Problem Management records to improve end-to-end flows. Key achievements / responsibilities • Managed ERP application support for 300+ business users (~200 incidents/month), ensuring day-to-day operational performance and SLA compliance. • Defined and tracked operational KPIs and delivered recurrent reporting (MTTR, MTBF, major incident backlog, ServiceNow service requests). • Improved service quality and reduced the incident backlog by ~30% through continuous improvement and tighter operational governance. • Built a stronger IT + Business Knowledge Management model by formalising key users, improving ticket quality and promoting first-level validation before ticket creation. • Established monthly “complaint desk” sessions with key users to capture pain points and feed a continuous improvement backlog, improving IT-Business collaboration and reducing major incidents. • Coordinated escalations and crisis situations (DBAs, DevOps, Infrastructure, application teams), contributing to Problem records and end-to-end flow improvements. • Contributed to Change Advisory Board activities and supported a Control Tower / escalation operating model for Major Incident Management. • Travelled to India to work on-site with the team and strengthen offshore delivery effectiveness.

Description Service Deployment Management Lead for projects within the ES (Employee Services) entity. Designed and implemented a standardised change readiness checklist, based on FMEA and inputs from subject-matter experts, to ensure that every change met operability, supportability and knowledge management requirements. Responsible for training project managers and team leaders on this framework, assessing service readiness, driving remediation action plans and supporting the transition from Build to Run. Key achievements / responsibilities • Designed and deployed a standardised change readiness checklist (FMEA-based), incorporating SME inputs to validate operability, supportability and Knowledge Management requirements prior to release. • Trained project managers and team leaders on the framework and embedded it into delivery routines. • Assessed service readiness against defined expectations, identified gaps and prioritised remediation actions. • Defined and led action plans to improve release quality and reduce operational risk. • Supported Build-to-Run transition, ensuring ownership, documentation and support processes were in place before handover.

Description Responsible for deploying two in-house AI / machine learning tools to support the global Service Desk. These solutions automatically suggested ticket assignment and resolution options by leveraging the knowledge base and historical incidents, helping Level 1 meet a 15-minute SLA to resolve or route tickets. Accountable for operational and financial follow-up, and for coordinating contributions from the project team, architects, security and India-based local teams in an offshore context. Key achievements / responsibilities • Deployed two in-house AI/ML solutions to improve ticket routing and resolution guidance for a global Service Desk. • Delivered automation capabilities leveraging the knowledge base and historical incident data to suggest assignment groups and resolution options. • Supported Level 1 performance against a 15-minute SLA for ticket resolution or routing through improved decision support and standardised workflows. • Owned operational and financial tracking and coordinated contributions across the project team, architects, security and India-based local teams (offshore delivery). • Built and delivered automation POCs (incident classification, chatbots, automatic incident resolution) within a €150k budget and a 7-person team.

Description Knowledge Management Lead for the Employee Services (ES) IT entity. Rebuilt the ServiceNow knowledge base and operating model, expanding it from a Support-only tool into a shared Build & Run asset (L1/L2/L3). Established a network of ~20 domain points of contact (BI, ERP, Treasury, etc.) and an offshore model to provide time-zone coverage. Defined and ran monthly governance forums with Service Desk, Application Support and Build SPOCs to align knowledge needs with SLAs, secure go-lives (“no change without KT and adequate KB documentation”) and drive a shift-left documentation strategy. Trained 350+ users, mapped key roles and operational processes across the organisation (financial audit calendar, recurring account reviews, BRT/DRP procedures, etc.), and shared methods and results with the global Knowledge Manager and other IT entities as a reference case. Key achievements / responsibilities • Oversaw Knowledge Management for 350+ consultants across France and India (training included). • Rebuilt the ServiceNow knowledge base and operating model, improving structure, governance and adoption. • Extended KM from a Support-only scope to a cross-functional Build & Run asset (L1/L2/L3), supported by a ~20-POC domain network and offshore coverage. • Introduced and embedded a shift-left documentation strategy across 10+ domains, linking knowledge deliverables to SLA outcomes. • Defined and facilitated monthly governance forums (Service Desk L1, Application Support, Build SPOCs) to prioritise knowledge needs, control go-lives and ensure KT/KB readiness. • Mapped operational roles and recurring processes (audit calendar, account reviews, BRT/DRP procedures, etc.) to improve consistency and resilience. • Recognised as a best-practice KM model within Michelin and shared as a reference case across other IT entities.

Description ITSM Manager Transverse for the Employee Services (ES) IT entity. In partnership with the Capgemini Transform & Perform Office (Toulouse), facilitated improvement initiatives with delivery teams through KANO, Ishikawa, A3 and other workshops to identify operational pain points and prioritise actions. Coordinated audits across multiple teams to capture operational irritants and build a continuous improvement backlog, leading to the deployment of two AI-based tools for incident analysis and automatic ticket assignment for the Service Desk. Also contributed to improving the ServiceNow knowledge base and followed up on problem records to support the adoption of new practices and tools, alongside ERP application support responsibilities. Key achievements / responsibilities • Facilitated continuous improvement initiatives with delivery teams in partnership with Capgemini Transform & Perform Office (Toulouse), running KANO, Ishikawa, A3 and root-cause workshops to identify pain points and prioritise actions. • Coordinated cross-team operational audits to capture irritants and build a structured improvement backlog. • Contributed to the deployment of two AI-based tools for incident analysis and automatic ticket assignment for the Service Desk. • Supported ServiceNow knowledge base enrichment and governance to drive adoption and enable shift-left practices. • Followed up and supported Problem Management records (RCA tracking, corrective actions) to embed new practices and tools.

Description Project Manager for a technical replatforming initiative within the “Aircraft Product Line” domain, leading an offshore-heavy team (~80% based in India). Accountable for operational and financial follow-up, coordinating all contributors (DBAs, DevOps, Infrastructure, Security) and preparing/facilitating steering committees. Led the migration of the Turkish JD Edwards ERP instance from ageing physical storage to a new datacentre, including interface redesign (migration to CFT, decommissioning obsolete flows) and end-to-end readiness. Delivered a successful go-live and handover with a clean cutover and no major incidents, supported by several on-site visits to India. Key achievements / responsibilities • Managed a technical replatforming project within the “Aircraft Product Line” domain, coordinating an offshore team (~80% India-based). • Owned operational and financial tracking and ensured alignment across DBAs, DevOps, Infrastructure and Security stakeholders. • Prepared and facilitated steering committees (status, risks, decisions, action plans). • Led the migration of the Turkey JD Edwards ERP instance from ageing physical storage to a new European datacentre, securing end-to-end readiness and cutover planning. • Redesigned and rationalised interfaces: migrated eligible flows to CFT and decommissioned obsolete integrations. • Delivered a successful go-live and Build-to-Run handover with no major incidents, following multiple on-site visits to India to accelerate delivery and coordination.

Description Responsible for analysing and controlling the quality of financial applications and the services delivered to the client, with a strong focus on security and compliance. Ensured adherence to access and security standards through recurring account reviews (monthly/quarterly/semi-annual/annual depending on the application) and by designing access management processes for sensitive applications (request, modification and removal of access). Implemented lead time tracking to monitor process performance and drive continuous improvement. Supported teams in closing control gaps through remediation plans and timelines, managed and validated access exceptions, and coordinated internal controls and external audits (test preparation, evidence collection, self-assessments). Tracked non-conformity resolution against target KPIs and systematically created, followed up and closed Root Cause Analyses (RCA) after each major incident. Key achievements / responsibilities • Controlled service quality for financial applications with a strong focus on security, compliance and operational robustness. • Ensured compliance with access/security standards through recurring user account reviews (monthly to annual, depending on application criticality). • Designed and improved access management processes for sensitive applications (access request/change/removal). • Implemented entity-level lead time tracking to monitor process performance and drive continuous improvement. • Defined remediation plans and timelines to close control gaps; managed and validated access exceptions and exemptions. • Coordinated internal controls and external audits (test preparation, evidence collection, guiding teams through self-assessments). • Tracked non-conformity remediation to reach target KPI levels and drove systematic RCA creation and closure after major incidents.

Description Functional Analyst and Java Developer for Java-based insurance systems. Gathered and analysed business requirements, produced detailed functional specifications, and coordinated functional validation through test planning and execution. Investigated and fixed defects, developed new features, and supported incident and release management. Also handled client quotes/invoicing follow-up and ran a satisfaction survey to measure perceived service quality. Key achievements / responsibilities • Analysed business requirements and produced detailed functional specifications. • Designed, executed and coordinated test campaigns and functional validation. • Managed incidents and supported releases for Java-based insurance systems. • Investigated and fixed defects; delivered new features using Java EE 5, Struts 1 & 2, GWT, Maven, Apache Tomcat and Oracle. • Prepared client quotes and invoices and ensured follow-up. • Led a team satisfaction survey to assess service quality and identify improvement opportunities.