Aurélie Jennifer Elias Da Costa

Head of Managed Infrastructure Services department, my main missions are to: Manage and coordinate all RUN project activities, Take full responsibility for meeting commitments (costs, deadlines, quality, risks) Manage a team of engineers located in several geographical sites (France, Philippines) Contribute RUN process improvment Manage customer relations and develop customer activity accounts (Expansion)

Attached to the central recruitment and training department, I am responsible to assist project managers in new projects and integration study , notably E-Training, the digital portal for accessing the national police training offer and national applications, in connection with information and communication systems services. My main missions are: Assist and support business project managers in all phases of project management; Support project managers in their exchanges with technical teams, provider services and institutional partners; Offers a coherent and synthetic view of the projetc state in terms of time, costs and resources; Provides technical expertise on projects and participate in arbitration, according to architectural constraints and IS security requirements; Promotes and develops methods, tools and management good practices

Attached to the operation team, my main mission is to ensure that our contractual commitments as an outsourcer are respected. Main Functions: -Analysis of the need based on our commercial and technical expertise until the completion of the service contract -Follow and anticipate the evolution of platforms -Follow the projects to guarantee the serenity of their progress, the relevance of the reporting, the documentation of the deliverables and the evaluation of the respect of the commitments. -Build and animate the relationship with our customers -Ensuring the fulfillment of our contractual commitments (SLA) by our technical teams located in France and abroad by respecting the defined processes -Animate the different committees: steering committees, operational committees, strategic committes

Built- in support team within the Technical Department , as Engineer Support in the Contact Center team with the objective to assist customers in the processing of their applications and troubleshooting . Achievements: • Monitoring and processing requests and incidents for our clients and partners; • Monitoring the platform ; • Providing technical support to incidents on the platform ; • Help Desk support: Providing Level 1 support to be given to internal teams on IT tools ; • Resolving anomalies or climb it with our technical services Level 2 Technical environment: Sugar CRM , Jira , Openstack , Jbilling Ogone