ines habbou

Currently working as an Application Support Analyst within the Trade Finance IT domain, providing Level 1 and Level 2 functional and technical support for business-critical applications, including TI Plus (Finastra), GTP, and a suite of internal tools (WWIL, PEEXBA, Tradepost, BANCO, ATRAC, LEAD, etc.). I coordinate and contribute to the end-to-end resolution of incidents and service requests, while also acting as a key relay and backup to the Support Lead. Key Responsibilities: • Ensure timely support (L1/L2) for Trade Finance applications, following ITIL standards for incident and problem management. • Prioritize and handle user requests and incidents based on urgency, criticality, and business impact. • Lead and coordinate application support activities, acting as the main point of contact between users, support teams, and development. • Provide daily monitoring of applications, especially during startup across ASIA and Europe, ensuring early detection and resolution of issues. • Collaborate with dev teams to identify workarounds and push for sustainable fixes or functional improvements. • Participate in strategic meetings, production releases (weekends and off-hours), and global support initiatives such as convergence plans and process optimization. • Draft and maintain SOPs, post-mortems, KPIs, and contribute to regular business reports (WMC, MMC). • Maintain strong client relationships by ensuring proactive communication, incident follow-up, and continuous service improvement. • Engage in DRP/BCP exercises and support change requests or urgent data updates when required.

• Animation d’ateliers de cadrage avec les équipes métiers (Marketing, Supply Chain, Retail) pour identifier les besoins fonctionnels liés à la gestion des produits, campagnes et points de vente • Rédaction des User Stories sur JIRA en collaboration avec les Product Owners pour le développement d’applications internes (gestion de catalogue produit, e-commerce, CRM) • Travail en méthodologie Agile (Scrum), participation aux cérémonies (daily, sprint planning, review, rétro) et coordination avec les équipes techniques • Élaboration des plans de tests fonctionnels sur Xray : définition des cas de tests à partir des US, exécution, remontée et suivi des anomalies • Requêtes SQL pour la préparation de jeux de données (produits, clients, stocks) et validation des règles de gestion en base • Suivi des développements et tests de non-régression, mise en production • Préparation de la conduite du changement : rédaction de supports utilisateurs (guides, FAQ, vidéos), animation de formations pour les équipes retail