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Shareez Hayat KhanSH

Shareez Hayat Khan

Major Incident Manager, ITSM consultant

650 €/jour
Bruxelles, BE
3-7 ans

Délai de réponse moyen : 1h

À propos de Shareez

Freelance ITSM Consultant available for assignments in Belgium (Brussels, Antwerp and surrounding areas). Specialised in Incident Management, cross-functional escalation coordination and Problem Management. 3+ years at AXA Belgium. Acting Team Lead, VIP support for C-level executives. ITIL 4 certified, ServiceNow practitioner, Nexthink certified. Trilingual FR/NL/EN.
  • Français

    Bilingue ou natif

  • Néerlandais

    Bilingue ou natif

  • Anglais

    Capacité professionnelle complète

Accepte de travailler sur site
Bruxelles (jusqu’à 50 km)

Expériences

  • AXA
    Incident Coordinator & Acting Team Lead
    BANQUE & ASSURANCES
    septembre 2025 - Aujourd'hui (9 mois)
    Brussel, Belgique
    Coordinated major incidents (P1–P3) with high user impact. Driving structured communication, escalation management and resolution follow-up across multiple resolver groups Acted as Team Lead for a team of 11 support engineers. Managing daily operations, workload distribution and service continuity during team lead absences Supported resolution of high-impact and blocking incidents, contributing to RCA investigations for recurring parent incidents without known solutions Fostered cross-functional collaboration to ensure consistent, high-quality IT service delivery. Maintaining strong SLA adherence and customer satisfaction Contributed to Problem Management through recurring incident identification and RCA during Windows 10/11 migration
    Gestion des problèmes coordination ITSM ITIL Trilingual
  • AXA
    VIP Support Engineer
    décembre 2024 - septembre 2025 (9 mois)
    Brussel, Belgique
    Delivered high-level technical support to executive and VIP users, ensuring fast and discreet handling of requests Provided L2 troubleshooting for hardware, software, and connectivity issues, managing escalations via ServiceNow Deployed and configured IT equipment and supported onboarding/offboarding of VIP staff while maintaining high service standards Managed +120 VIP incidents, providing dedicated support to C-level and senior stakeholders
    ITIL V4 Gestion des problèmes Microsoft Azure ITSM
  • AXA
    IT Support Engineer L2 / Stock Management
    mai 2024 - décembre 2024 (7 mois)
    Brussel, Belgique
    Delivered L2 IT support for end users across hardware, software and network issues, ensuring SLA compliance Managed full IT equipment lifecycle — deployment, inventory tracking and hardware replacements Prepared and configured devices for new starters, supporting onboarding and offboarding processes

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Formations

  • Higher Vocational Degree in Systems & Networking
    Erasmus University College Brussels
    2026
    Higher Vocational Degree in Systems & Networking
  • Microsoft AZ-900
    2024
    Microsoft AZ-900

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