Christopher. Joseph

Run & Stabilization - Take over incident tracking and reduce resolution times. - Structure operational management and reintroduce process rigor. - Lead the India team on a daily basis: prioritization, technical ceremonies, and escalations. - Coordinate with business stakeholders and the Product Owner of the future application. - Ensure service continuity for a critical global production tool. Automation & AI - Identify automation opportunities for recurring run tasks. - Build AI agents for automated incident resolution and operational optimization. - Demonstrate the value of AI applied to maintenance operations. Product Rollout -Piloting Deployment Cookbooks:lead the end-to-end rollout methodology and stage-gate cookbooks for 7 AI-enabled smart factory solutions

Modernized knowledge management by translating and migrating technical documentation into a centralized Confluence repository Designed end-to-end (E2E) process architectures to standardize project delivery and improve cross-functional workflows and proposing a PMO dashboard adapted to the organisation Led technical kick-offs with teams and clients for scope alignment and CMDB data integrity audits, enhancing asset visibility and reporting accuracy Managed stakeholder onboarding, facilitating smooth transitions from the sales cycle to technical implementation Analyzed ITSM and project portfolio tools, proposing structural enhancements to increase operational efficiency Executed functional testing for new ITSM features to ensure seamless deployment and user alignment working with shared delivery centre UAT testing for an AI chatbot solution around Knowledge Management for client and internal utilisation

-Client and Partner Management:Maintaining quality relationships with internal and external stakeholders to deliver excellent service -IT Governance and Operational excellence : Propose IT process improvement ideas and ensure all process documentation is reviewed, updated and approved as per the process changes -Change Advisory Board: Chair the CAB meetings for all IT Infrastructure changes -Review and maintain the Bi-annual Obsolescence and Capacity Management for all IT infrastructure elements, by creating and reviewing the service catalogue and the list of software products used by BNPPAM -Train and mentor junior Service delivery managers and ensure their smooth onboarding into the Service Delivery team -Manage the Incident, Change, Problem management and assist in release management for IAAS and PAAS applications and ensure the SLA's and KPI's are attained -SPOC for Incident, Change and Problem management process for Service Now ITSM processes -Play a pivotal role in the Move to cloud for all application from Infrastructure point of view -Major Incident Manager for Infrastructure critical incidents

Domain : Retail client and Energy Sector -Setup new KPI's in line with customer process improvement increasing customer satisfaction -Incident/Crisis/Change/Release/Problem Management for all Business-critical issues -Chair the Steering committee/ Operational reviews and Technical reviews with the client -Ensure all contractual SLA and non-contractual KPI's are achieved by liaising with teams based in Vietnam, Mauritius, France and Canada -Creating a service catalogue for the client based on the services provided by Linkbynet to its clients -Counsel and accompany clients cloud platform in line with the client's cloud strategy vision -Ensure the entire invoicing process assuring the source data i.e., the CMDB is up to date with the correct pricing -Assist in transitioning of new projects following the ITIL build to run process -Review the Obsolescence and Capacity Management for clients IT assets -Play a pivotal role in the Move to cloud for all application from Infrastructure point of view - Onboarding new SDM for ENGIE client in the energy sector

"Short term project with defined objectives achieved sucessfully" ITSM Process and Performance improvement - Define KPI's for Level 2 and Level 3. - Create a Service Management Dashboard integrating ITSM tool with POWER BI dashboards. - Backlog Reduction by 50% within 3 months applying Lean Methodologies. - Improve L1( First time right %) and L2 (# of tickets escalated to L3) autonomy on incidents. - Reduce Workload on the N3. - Improve the efficiency of the monitoring tool in place (with estimated ROI 4k per month). - Apply Lean Methodology to analyse and resolve the high ticket inflow. - Manage the Level 2 service provider contract with 3 FTE. - Revisit the entire governance related to the outsourced service provider. - Drive efficient transition methodologies from build to run. - Work with external vendors i.e Retail , Energy and Banking sectors

Service Manager for the following Business Unit's Leroy Merlin Poland Leroy Merlin Ukraine Leroy Merlin Romania, Leroy Merlin Portugal, Bricoman Poland Zodio France. • Ensures customer satisfaction in all the Business Units • Create an intercultural link between the Business unit teams abroad and the teams in France. • Managing major incidents by becoming the privileged contact of customers in BU. • Accompany the operational resources (Product team, BU operations teams), during the implementation of processes and best practices to monitor operations and performances. • Partner with IT Control Manager to ensure to ensure a documented root cause analysis on all in-scope incidents and recommend a corrective action plan • Define and monitor the performance indicators in the form of customer reporting, follow up of SLA / OLA according to the terms of the contract. • Optimize the availability of IT infrastructure, systems and services by using information about problems and recurring incidents. • Defined and deployed an Infrastructure KPI dashboard on Qlikview technology.

Clients : Carrefour, Airbus Optimize the availability of IT infrastructure, systems, and services using information about issues and incidents. Proactively identify availability issues. Manage the customer relationship and implement a management system. Influence the design of services and components to align them with customer needs. Use specific information on major incident management to guide technical teams in root cause analyses and corrective action plans. Ensure management and coordination of incidents and problems (IPC) between clients and technical teams. Participate in resolving major or long-lasting incidents. Implement rapid failure detection monitoring. Manage changes and process availability."

Activities include - Setting up of the customer Relationship/Service cell to enable the organisation to achieve customer satisfaction by structuring/continuously improving the customer service department to be aligned with customer expectation. - Handling and ensuring glitch free delivery to the clients of the organisation by managing a team of 4 custmer service agents. The clients of the organisation can be distinguished on 3 major Verticals 1- Dematerialisation - Retail giants like Auchan , Carrefour, Brico Dépôt , Match and Pharma giants like Sanofi - handle their vendor invoices, all the production for these clients is done through our offshore site in Dakar Senegal. 2- Ebook production - Ebook Production for companies like Hachette, EDITIS etc all the production is handled through our offshore site in Tana Madagascar or Chennai India 3- Intellectual Property - Patent Administration org like European Patent Office handling the publication contract with production in France and Madagascar , EOCR and FOCR contracts with their production handled entirely through our offshore sites in Dakar , Senegal. - Other Activities to ensure the smooth funtioning of the customer service cell includes:  Creating SOP's  Defining Escalation plans  Defining issue tracking systems  Setting up weekly, monthly business reviews with clients  Setting up trainings in customer service and customer relation  Setup quality/customer service indicators like First Response Time , VOC, Happiness Index , Issue resolution TAT  Identifying upselling channels  Capture CSAT  Set up NPS recording mechanics  Process improvement - Actively involved in the project team to launch the CRM tool for thE customer relationship cell this involves requirement gathering, writing specifications driving development reviews and respecting the roadmap for the tool release.

• Suggest Enhancements or available functions in Oracle Financial Apps to facilitate the billing cycle and the payments. • Vendor Management for France Region resolving disputes , collect Feedback and cascade across the team • Work Closely with the Validation team (6 persons) mentoring and facilitate the payments process for the FR region • Coordinate and communicate among the validation team the vendor policy changes /process changes related to Amazon Advantage France and liaise with vendors until change deployment. • Develop and maintain knowledge base of SOP’s, FAQ documents for Amazon Advantage Resources on utilization of ORACLE , REMEDY AND YUMA (ticketing tools) • Identify Process improvement areas and raise Kaizen once the improvement ideas are approved • POC for any proposed technical enhancements to the tools used this includes coordination until deployment • Organize calls with all FR leads to share best Practices from cross functional teams • Root Cause Analysis for vendors with recurrent issues in order to eliminate or minimize the business impact • Initiate Process changes and suggest efficient methods for team dynamics to improve the teams productivity without affecting the quality of the work delivered • Train In-house resources on basic French and Pricing issues of Amazon Advantage . • Prepare weekly, Monthly Metrics of the Vendors on hold reports and work towards writing off All on hold invoices of Amazon Vendors

French Intern Faculty for European Exchange students