Experience

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  Mediterranean smart cards

  Sept 2007 - May 2008

  Call center representative

  • Providing customer support, including customers and bank representatives through Real Time (online) computerized system

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  Orange business services

  May 2008 - May 2015

  - Managing support level 2 team (8 members)- responsible for the French domain application support (40+ applications)- meeting with application and business owners to discuss top priority incidents and SLAs- involved in the problem management for all application in scope- Managing team members performance and objectives- Managing team members training plan- working with all support level 2 management team to define and support the unit strategy- presenting monthly KPIs to top management- Managing recruitment for team- managing an outsourced team Show less  Responsible for the Problem Management functions and processes for all applications used by users in France Leading and managing Major Incidents Crisis bridges until resolution Taking complete ownership of the Root Cause Analysis activities. Review and analyze incidents and reports to identify service impacting problems. Managing and coordinating with all responsible parties to develop and implement problem solutions and prevent recurrence of issues. Conduct regular review with all actors of support chain solution (Data Center Operations, Business Owners, Development, Implementation, Supervision...) to capture all potential problems in a pro-active manner (Service Performance, Service Availability and Capacity planning reviews, Infrastructure). Leading Service Improvement Plans. Provide guidance and direction for implementation and trouble solution for long and short term goals and objectives Member of the Change Advisory Board Conducting training session to various application support chain to introduce new changes and how to tackle known errors Responsible for updating and maintaining Known Error Database Conducting meetings with Software Factory Heads (Domain Managers) to present KPIs, existing problems and improvement plans Conducting trend analysis to identify areas of vulnerabilities within the different IT applications architecture. Conducting testing and reviews to identify the lowest acceptable application performance (Benchmarking) Tracking SLAs and MEXSI scores to ensure IT performance stability. Identify and help implement clear rules for managing new technology. Conduct weekly meetings with ITSM organization top management to discuss on-going critical incidents.. Responsible for all the Core Infrastructure problem management activities (load balancers, proxies, VPN gateways, etc..) Show less

  • Technical Support L:evel 2 Team Manager

    Oct 2013 - May 2015

  • Problem Manager

    Dec 2010 - Oct 2013

  • Deliver Analyst

    Sept 2009 - Nov 2010

  • IT Help Desk

    May 2008 - Sept 2009
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  African export-import bank (afreximbank)

  May 2015 - now

  Information technology service management manager

   Manage IT Help Desk Team Identify KPIs for Help Desk Team members Lead the Root Cause Analysis for any IT Major Incident Review and update Internal Service Level Agreements Review and update all IT Service Management and IT Change Management related processes and procedures Responsible for Vendor Management duties Review, approve and amend all contracts and agreements with External Service Providers Lead IT service availability and change control meetings Develop a proactive approach to IT service management Manage the event management process Drive the automation of IT service monitoring and reporting Monitor information replication between primary and DR sites Maintain and monitor software license compliance Manage and track IT Assets Optimize the Event Management System to ensure proactivity Promote IT Self Service culture within the bank by building knowledge base for technical and non-technical staff Conduct regular service surveys Conduct regular IT Forums for raising IT awareness Show less