Lead Incident Manager

• Mar 2021 - Present

- Incident and Problem Management with internal and external partners - Proactive detection of incidents through monitoring and observability tools - Leading the continuous improvements on observability tools and alerts - Coordination and facilitation of Incident War Rooms for fast and efficient remediations - Leading the continuous learning and improvements through Incident Analysis and lessons learned - Ensuring roadmap integration of lessons and action items identified through Post Incident analysis - Manage SLO/SLAs levels (internal to Mangopay and of external partners) - Managing stress level: zen/10 Show less

Program Manager, Global Service Team (Localization)

• Feb 2019 - Dec 2020

• Manage cross-program schedules and operations for localization and QA globally• Act as a global project leader to the regional localization offices, drive consistent and organized global processes• Provide visibility on the portfolio’s workload and global capacity planning• Design and maintain global localization asset management pipelines• Collaborate with production, regional teams and external vendors to successfully deliver on program goals • Inform stakeholders on program scope, status, risks, issues and key learnings• Capture and communicate program-related business, functional and creative information• Design and analyse program KPIs in line with global localization PMO strategy• Understand the value of focused partner engagement and leverage relationships to influence others, without having direct authority• Coordinate SLAs, contracts and financial planning to support outsourcing pipelines• Maintain an in-depth understanding of the products and related localization & testing procedures• Use data analytics to make business decisions and improve efficiency Show less

Associate Project Manager Localization & QA

• Jun 2015 - Feb 2019

Main responsibilities- Acting as a main (or back-up) Loc & QA PMO for projects related to: Web & Mobile (main, ~ 300 projects a year) Battle.net Desktop App (main) StarCraft Remastered (main) Warcraft III: Reforged (main) Overwatch (Back-up) - Developing Project Plan, scope and requirements- Defining project objectives for the Localization and QA group (Translators, Editors, Localization Specialists, Audio / Video Specialists and QA teams - about 80 colleagues).- Contributing to the PM Office's Cross-project schedules for Localization and Quality Assurance teams- Coordinating and working with multicultural and multilingual teams in an international structure.- Gather and document project related business, functional and creative information during the project lifecycle.- Maintain an in-depth understanding of the products and related localization & testing procedures.- Assess, monitor, document and communicate on projects scope, status, risks and key learnings to project stakeholders.- Identify, track, manage and resolve projects issues.- Collaborate with all teams to ensure that project goals, objectives, and deliverable are achieved at Blizzard quality standards.- Follow change management processes to capture change requests, communicate impact, request stakeholder decisions, and execute changes if applicable.- Main point of contact for Shop & Payments Legal compliance translations and testing.- Responsible with other PMOs of Game Ratings submissions to European rating boards ( USK, PEGI)Main achievements:- Creating a live monitoring program to help live interpretation of BlizzCon 2018 worldwide. - Developing the EU Translation strategy for StarCraft: Remastered and Warcraft III: Reforged.- Building a Localization audit format that can be reused for any game- Revamping the documentation structure and space for the department in Confluence Atlassian.- Localization friendly guidelines for Battle.net UX Developers Show less

Technical QA Analyst II

• Jul 2011 - May 2015

EU Payments testingUser Flow AuditsProject management for small to medium scale projects ( 40 out of 200 projects a year)Test cases/suite creation for small to medium scale projectsRisk assessment report to stakeholdersWeb & Mobile Content integration testingFront-end and Regional User Experience Web & Shop apps testingWorking in a Multicultural and multilingual team of testers.

Billing & Technical Customer support representative

• Jun 2010 - Jul 2011

Customer supportbilling, account and technical support through phone calls, emails and Web chat.

Account Administrator

• Jul 2007 - Apr 2010

In-game Customer Support Representative

• Apr 2006 - Jul 2007