Arnaud BOURRAND

Experience

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  Armée de Terre

  Oct 2003 - May 2010

  - Helpdesk team member (remote and front office support solutions to end users).- Renewal of technical solutions and equipment on site. Additional IT missions during the period: 2009 – 7 months mission in Kosovo :a) Member of Helpdesk team during 4 months and Helpdesk team leader during 3 months. b) Management of the team (10 people).c) Deployment, renewal, rollout of technical solutions and equipment on site.2008 – 2 months mission in Emirates – Member of Helpdesk team. LAN and WAN implementation.2006 – 7 months mission in Kosovo – Helpdesk section team leader (8 people). 2003 – 4 months mission in Martinique – Member of Helpdesk team. LAN implementation. Show less

  • Network and System Administrator

    Jun 2008 - May 2010

  • Technician

    Oct 2003 - May 2008
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  CSC

  May 2010 - Jun 2011

  Network Operator

  RENAULT/NISSAN Account- Analyze monitoring tools or network devices logs in a relevant and technical way.- Create and handle outage's tickets in a proactive way.- Communicate with customer to evaluate business impact, offer backup solutions and inform about resolution progress.- Reroute issue to higher support levels if needed.

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  CSC

  Aug 2011 - May 2016

  SILCA & CACEIS accountsAlong with the Incident Manager – Customer Experience Lead responsibilities, the activity includes:- Lead Service Operations teams - Problem Management, Service Level Management, Change Management, (Major) Incident Management and Service Request Management (20 people). - Own all Service Management department processes. - Ensure that all day-to-day Services management activities are carried out in a timely and reliable way as per SLAs expectations.- Act as a key interface with client, company and stakeholder staffs.- Drive a continuous improvement plan for all services. (Improve processes; make Service Management more proactive than reactive). Show less CACEIS & SILCA AccountsIn addition to the MIM Team leader responsibilities, the role covers the following: - Build a personal relationship with key client, company and stakeholder staffs (front office and back office)- Ensure successful service delivery and SLA achievement for incidents and service requests as well as high level of customer satisfaction.- Monitor overall performance of services (all services/teams working on service requests and incidents management)- Manage communication around issues and opportunities. - Collaborate with senior management on client account management.- Build service reports.- Pull in additional resources when needed (solution oriented person for specific issues)- Remove all obstacles to customer satisfaction and/or financial performance.- Follow up if service delivery is not meeting expectations- Work with the client and other operations teams to identify and manage service improvement activities along with operational managers and technical leads, accountable for and contribute to the overall performance of the managed services division. Show less Beyond the Major Incident Manager tasks, the team leader activity included:- Chair monthly Governance call with the Service management and reporting on MIM activity.- Regular review of process steps and Major Incident Management library.- Provide information that allows support processes to be optimized, the number of incidents to be reduced, and management planning to be carried out.- Manage Major Incidents Team (10 people) – Review SRT quality and processes respect / Continuous processes implementation or improvement plans / Informing the team about Medium and high risks changes. Show less CACEIS and leverage accounts- Act as a key interface between the account delivery managers, the customer and the support teams.- Set up dedicated Service Restoration Team with specific and relevant skills to ensure closure of major unexpected incidents in compliance with contractual obligations (SLA).- Hold technical and management conference calls to ensure accurate and up to date information is available to the Senior Management team, to the customer and to all relevant stakeholders.- Responsible for standard client communication (SMS notifications) according to SLA obligations. Show less RENAULT - NISSAN AccountIn addition to the Network Operator responsibilities, the role covered the following: - Key Interface bridging the gap between customers, technical support teams, and third parties stakeholders.- Develop/Improve, Deploy and Roll-out processes (including tooling and detailed procedures) in order to cover non-standard tasks, to improve operator performances role and to bring better added-value to the customers. (e.g. outage's ticket management)- Manage Network Operators Team (10 people) - new members training, continuous service improvement plan and resources availability plan. Show less

  • Service Management - Client Delivery Manager

    Jun 2015 - May 2016

  • Incident Manager / Customer Experience Service Lead

    May 2014 - Jun 2015

  • Caceis - Major Incident Manager - Team Leader

    Dec 2012 - May 2014

  • Major Incident Manager

    Oct 2012 - May 2014

  • Technical Lead

    Aug 2011 - Oct 2012
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  DXC Technology

  May 2016 - now

  CACEIS and Crédit agricole customers - Responsible for the overall Run and Maintenance activities (infrastructure and security).The Global Account Run Lead (ARL) has end-to-end accountability for all services and outcomes for the client. He drives continual proactive improvements, risk management and advises the DXC and customers management with recommendations. He is also responsible the delivery is in line with contractual commitments for RUN & Security services. The role includes: - The direct leadership of several teams across several locations: 6 senior ARL, 10 projects managers, 2 Security delivery leaders and a Capacity Manager.- The main run point of contacts for the AGM & ADL (account executives).- The onboarding of new scopes and industrialization of some areas. - The global operational performance of the teams based in Luxembourg, Asturias & Sofia delivery centers (ESM, Service Desk and technical delivery teams – around 200 people) Show less CACEIS & Ca-GIP accountsThe Account Run Lead (ARL) has end-to-end accountability for all services and outcomes for the client. He drives continual proactive improvements, risk management and advises the DXC and customers management with recommendations. - Accountable for meeting or exceeding target SLAs, KPI performance metrics - Responsible for the ITIL processes application- Responsible for client intimacy within the Delivery teams acting as a trusted partner- Contributes to account growth and margin improvement- Vendor management- Service transition to operationsThe job includes from a customer perspective the ownership of: - Several technical service segments across the multiples Delivery centers operating for the customers (Wintel & Virtualization, Active Directory & DNS (Wintel), MQ Series and Data feed)- The global operational performance of the teams based in Asturias & Sofia delivery centers (ESM, Service Desk and technical delivery teams – around 70 people) Show less CACEIS & Ca-GIP accountsThe Account Run Lead role is a client-facing role that is responsible for ensuring that all end-user interactions (incidents/ problems/ SR’s) are delivered in line with contractual commitments, working across Service Desk, remote resolving teams in the technical areas and field services teams. The job includes from a customer perspective the ownership of: - The Enterprise Service Management team (20 people) - The ITIL processes ownership and continous improvement plan related (incidents/ problems/ SR’s/Changes/ Assets & Configuration/ Knowledge management)- The Service Desk team’s performance (30 people approx.) Show less

  • Global - Account Run Lead

    Nov 2022 - now

  • Lead - Account Run Lead

    Sept 2020 - Nov 2022

  • Account Run Lead - Nearshore services lead

    Nov 2019 - Sept 2020

  • Account Run Lead - ESM & Service Desk (former: Customer Operations Lead - Client Delivery Manager)

    May 2016 - Nov 2019