Kenny BISMUTH

- Primary point of contact between Engie's Level 1 Support and managed service providers (international external vendors) - Incident and Request Management via ServiceNow, ensuring SLA compliance (ITIL context) - Organization of weekly operational follow-up meetings and monthly committee meetings - Monitoring and review of contracts with each managed service provider (vendor) for each application - Evaluation and definition of the annual budget per application via Salesforce (CRM) and SAP Ariba - Writing documentation and making it available on the Group's SharePoint site - Monitoring of performance indicators for each application using Dynatrace and Splunk monitoring tools

- Changes Management in the Payment Services domain (ITIL context) - Securing Changes in production (risk, impact and priority analysis, quality of information, managing scheduling conflicts) - Weekly Pre-CAB and CAB animations (in French and English) and report writing - Manage KPIs and dashboards in ServiceNow, and contributing to continuous improvement - Point of contact between the client and the technical teams - Support for the Project team during Production Deployments (Build to Run) - Validation of prerequisites for performing the DRP operations on critical applications - Updates of procedures and knowledge bases for Support teams

> Scope: Teams Telephony, Trading Telephony, OpenTrade/Unigy, and Recording Nice NTR/NTR-X - Management of Microsoft and IPC outsourcers - Build to Run management (migration from the Trading Telephony & Recording OpenTrade/NTR solution to Unigy/NTR-X) - Operational management (Change / Incident / Problem / Request) - Change, Incident and Problem manager - Crisis management in the event of major incidents (P1 and P2) - Optimization of the request Catalog - Setting up a knowledge base for the Support teams - Definition of performance indicators (SLA and KPI) - Application and implementation of SLAs defined in the service contracts - Implementation of Run monitoring reporting (Incidents / Problems / Changes / Requests) - Management of audit recommendations on the Trading Telephony & Recording scope - Management of a continuous improvement plan (optimization of the resilience of the Trading Telephony and Recording infrastructure) - Evaluation and definition of annual budgets (+ 2M€) for each contract, each service line (support service, hardware/software supply, maintenance) - Management of purchasing requests linked to supplier contracts - Validation of invoices - Monitoring of suppliers through CoPil, CoTech and Strategic Committee - Measurement of performance indicators, checks of SLA and KPI calculations, application of penalties - Implementation, monitoring and updates of processes and procedures > Technical environment: Teams, Unity, OpenTrade/Nice NTR, Unigy/NTR-X, Power BI, M365

- Migration of CISCO telephony / meeting rooms to Microsoft Teams in France and abroad (including for COMEX members) - Incident, problem and change management on Teams Telephony / Teams Meeting Room via Service Now and MTRP - Management of crisis cell on major incident (follow-up of ticket, managerial escalation, communication, investigation, remediation actions, feedback) - Continuous improvement of our partners services: Accenture (M365) + OBS (Visio Cisco) + Microsoft (Teams Meeting Room) - Reading and follow-up of contracts/SLA + Evaluation of the objectives of our partners + Follow-up of the good technical execution and processes - KPI tracking (via Microsoft Power BI) to measure performance - Writing and updating documentation (Reporting, Dashboard, Test Book, Service Catalog, etc.)

- Customer relationship management in Production (Communication and reports) with more than 3000 employees - Collection of user needs / Writing and processing of user feedback following interviews - Animation of meetings / Regular follow-up points / Report writing - Support, employee training and knowledge sharing with users - Incident management and improvement of production risk coverage (on ServiceNow) - Support and validation of Changes in Production (on ServiceNow) - Implementation of metrics and management of availability and performance indicators - Guaranteed consistency of deliverables / Creation of KPIs (key performance indicator)

- Customer relationship management in Production (Monthly service review committees, Weekly operational monitoring points) - Problem management in order to reduce incidents and improve risk coverage Production - Accompanying the Project team, monitoring and reviewing the service contracts (SLA) and decision maker on Go / No Go - Volumes (disk, CPU, RAM) and decommissioning management - Implementation of metrics and management of availability and performance indicators via Group solutions (Witbe, ServiceNow, Dynatrace) - Validation of technical prerequisites for DRP realization and coordination of remediation actions - Support and validation of Change operations on Production applications - Formalization and management of risk sheets (obsolescence, backup, security, application bugs, etc.), and guaranteed the consistency of repositories (REFTEC, REFI, PGSR)

- Management of innovative IT projects for the group - Collection of client needs + Writing of guideline note with SWOT matrix - Drafting of specifications - Drafting of functional specifications - Illustration of the current context and its limitations in the form of a process flow diagram (Microsoft Visio) - Realization of a benchmark / Comparative analysis of different tools - Writing of meeting's reports (in English) - Realization of a scorecard in order to make our final customer choice

- Using our business intelligence (BI) solution "NECTO" - Market analysis and comparison of different BI solutions - Using Microsoft Dynamics CRM to update the data and information of our clients - Loyalty and making appointments for our customers by phone or email, and find upsell opportunity - Presentation of our BI tool to big French companies - Analysis of figures generated by the marketing team and our product manager and proposed solution to improve - Sending a survey of satisfaction of our BI tool and to follow up by phone

- Satisfaction survey of users of Service Delivery - Using the ticketing JIRA software « 2Strack » to create the monthly KPI - Writing a manual in English explaining the KPI - Proposed ideas for optimizing the current information system (Bizagi, mobile application, monitoring tool, etc.) - Optimization project for the inter-service communication - Employee training on Microsoft SharePoint « AllShare » - In contact with Portugal and India

- Optimization project of mobile network 3G/3G+ at headquarters - Project to redesign the wiring of the head office (new servers, patch panel, tests) - Satisfaction survey of the users - Employee training (Office pack, good practices of IT tools, IT charter, etc.) - Updating of computer process - Management of computing equipment with the GLPI solution (over 200 hardware) - Intervention level 1, 2 et 3

- In contact with the users in France and England (phone, e-mail, ticketing tool « JIRA » et « EasyVista ») - Detailed analysis of the customers IT infrastructure and solution of their problems

- Audit project of information system - Management of computing equipment

- Creating web pages (in PHP, HTML, SQL and JavaScript) in the Sybase DBMS - Participation in several professional meetings between manager and employees