Amine Benchraa Bilingual ,PMP,ITIL

Experience

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  Royal Air Maroc

  Jun 2006 - Nov 2006

  Information Technology And Services Professional

  Royal Air Maroc • Supported users with well-configured and regularly updated computer hardware.• Resolved problems with server and networking hardware with exceptional skills in hardware troubleshooting.• Delivered expert IT assistance to off-site employees and remote offices.• Installed and configured personnel computers and peripheral computer equipment such as printers and scanners.• Improved functionality of computers by installing new hardware and software.• Troubleshoot and resolved issues with customers' PCs and laptops. Show less

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  MARJANE HOLDING RETAIL

  Jul 2008 - Jul 2008

  Information Technology Analyst

  Marjane Hyper Market Holding• Identified potential problems by proactively reviewing system logs.• Administered network-related computing environments, including hardware and related devices.• Troubleshoot problems were unable to be resolved by front-line IT specialists.• Maintained data backups and disaster recovery operations in conformance with best practices.

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  SFR

  Jun 2009 - Apr 2011

  Incident Analyst

  • Ticket incident Management.• Supervision of backbone routers.• Detection of hardware failures• Incident Management according to ITIL standard.• International Operational Support - Level 2• Monitoring of incidents and escalation management (SLA / 6000 sites).• Managing Saint Gobain websites connections to global MPLS network SGnet for areas EN (via OBS) / DE, CH, AT (via T-Systems / Deutsch Telecom) / CH Swisscom).• Troubleshooting (cut, downturn, flapping, routing, etc.).• Proactive communication of the evolution of the incident to the customer.• Cisco Device Management.• Migration services and operators.• Service management and security.• Monitoring and routing incidents to the IT service providers.• Corrective and scalable solutions.• Drafting training materials and user guides• Defining appropriate management procedures and rules• Updating the knowledge base.• SLA Commitment Show less

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  Gfi world

  Apr 2011 - Feb 2016

  GFI Informatique OFFSHORE - Production and Service Delivery Manager -

  • Service Migration from Nantes (France) to (Morocco).• Integration phase Management.• Definition of migration scenarios.• Establishment of procedures for specific needs.• Risk management and quality policy as ITIL and ISO 9001 standards.• Verification of the implementation of technical standards.• Customer care (communication, Meetings preparation, presentation, feedback ...) • Provide analysis and control of the activity‘s results to achieve the predefined qualitative objectives fixed by the client• Participate in meetings / teleconferences to contribute in performing the activity.• Manage, motivate and coach teams.• Convey the group's values.• Facilitate team meetings.• Anticipate and address risks that could impact the results or the relationship with the customer, Develop and implement action plans instead Participate in conferences with the customer• Operational support and management of shared facilities management context.• Support and supervision of the network infrastructure and management task planners and managers backups.• Supervision Team Management.• Stains planners Management.• Technical Referrer.• Supervision instructions writing.• Automated backup check.• Remote Troubleshooting or local service triggering site.• Monitoring of incidents and escalation management• Interventions Planning management (operators, customers, supervision).• Operational management of the network. Show less

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  Siemens

  Mar 2016 - Nov 2016

  Information Technology Support Engineer

  • Management by processes and monitoring related to operational commitments.• Processing of all tasks and progress checks affected transactions and workflows agreed to ensure timely completion.• Support for users according to IT Commitment.• Management of related investigations and operations may act as first point of contact. • Redaction and management reporting and statics.• Liaise with functionally involved operations and professionals.• Maintaining records and filing systems concerning IT user engagement (customer satisfaction surveys, service desk ticket, etc.).• Support and incident management in providing general services or functionally defined operational assistance respecting commitments.• Carve Out Management• Migration from exchange to webmail outlook365• Domain Migration Show less

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  Siemens Gamesa

  Nov 2016 - Jan 2023

  • Insured the best support to my internal clients and achieved 90% customer satisfaction SLAs.• Led Team Management by coaching, developing staff skills and conflict management handling.• Helped my team handle high-volume work by prioritizing tasks and organizing supplies for over 750 • Recommended implementation strategies for new systems, procedures, and organizational change and communicated IT best practices on emails and Yammer Posts.• Documented findings of studies and prepared recommendations for implementation of new systems, procedures, and organizational changes.• Budgeted IT department Opex and Capex -(between 2 to 4 Million dollars per year) in addition to supplier and client relationship maintenance.• Planned study of work problems and procedures such as organizational change, information flow, and cost analysis and directives to the BA team.• Worked on continuous process improvements, workflow, and tracking KPIs Show less * BUILDING and Management of IT Project on the new Greenfield• Contracts and supplier management.• Managing user-defined commitment to operations in accordance with data procedures and related administrative activities.• Management by processes and monitoring related to operational commitments.• Process improvements.• Processing of all tasks and progress checks affected transactions and workflows agreed to ensure timely completion.• Support for users according to IT Commitment.• Management of related investigations and operations may act as first point of contact.• Redaction and management reporting and statics.• Liaise with functionally involved operations and professionals.• Maintaining records and filing systems concerning IT user engagement (customer satisfaction surveys, service desk ticket, etc.).• Support and incident management in providing general services or functionally defined operational assistance respecting commitments.• Carve Out of healthcare divison• Migration from exchange to webmail outlook365• IT Support for Blade Factory Show less

  • Country Information Technology Manager

    Nov 2019 - Jan 2023

  • IT Business Change and User Engagement Manager

    Nov 2016 - Nov 2019
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  Compugen Inc

  Jul 2023 - Apr 2024

  Information Technology Process Manager | Incident and Problem Manager

  - Incident and Problem Management:Led critical Incident Management for timely service restoration.Enforced Incident Management processes and communication.Summarized complex issues for executives.Conducted Root Cause Analyses and managed vendors.Facilitated Major Incident Reviews and process standardization.Provided after-hours support for outages.- Asset and Configuration Management:Developed and maintained IT asset and configuration management plans.Ensured accurate and accessible asset information.Collaborated with cross-functional teams for policy alignment.Conducted assessments and recommended process improvements.Delivered training programs and managed auditor relationships.Provided regular insightful reporting to executive management.- Process Operational Governance:Actively participated in Process Governance committees.Supported service management reporting and quality assurance.Reviewed dashboards, reports, and identified improvement opportunities.Contributed to new opportunity reviews.Ensured stakeholder awareness and conducted training.- Continual Service Improvement:Identified improvement opportunities based on trends.Assisted in CSI initiatives and special projects. Show less

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  Bombardier

  Jul 2024 - now

  IT Mergers and Acquisitions Manager

  **Key Responsibilities:**- Client advocate for Mergers and Acquisitions (M&A) - Oversee and approve 50-70 daily support tickets (RITMs), ensuring efficient resolution across a team.- Actively monitor ticket dashboards using ServiceNow, prioritizing P1 and P2 incidents, and ensuring swift incident manager involvement in Teams chat and bridge calls.- Participate in P1/P2 incident bridges, representing M&A, and provide real-time updates and guidance to the team and stakeholders.- Schedule and lead calls for P3/P4 incidents with M&A, suppliers, and Bombardier support teams, driving incidents to quick resolution.- Facilitate the creation of problem tickets for recurring or major incidents, and track the progress of Problem tickets and Root Cause Analyses (RCA) to ensure all action items are addressed.- Collaborate closely with subcontractor and Bombardier teams to resolve M&A operations issues.**Change Management and CAB Responsibilities:**- Attend weekly SAP Change Approval Board (CAB) calls to ensure changes for M&A are properly presented, approved, and communicated.- Review and monitor changes on the Global CAB list, ensuring that lead times are respected and that changes minimize business impact.- Serve as the primary point of contact for any questions related to M&A changes and ensure timely communication of all approved changes.**Additional Responsibilities:**- Provide backup support to team members and handle special assignments, including analysis in ServiceNow and Client-specific activities.- Track and report on the number of changes approved through CAB, ensuring full visibility on change impacts for the M&A Show less