Laila STI

Mission Context: Lead IT referent operating under a dual mandate: guaranteeing the Continuous Operational Maintenance (RUN) of existing IT systems while driving the design and deployment of new features (BUILD) within an Agile framework. Achievements - BUILD (Projects & Enhancements): • Centralized business requests, estimated workloads, and managed the product backlog. • Implemented an Agile Scrum framework (2-week sprints) alongside Project Managers and en- gineering teams. • Organized requirement-gathering workshops with business subject matter experts. • Translated business requirements into precise specifications by writing and refining User Sto- ries. • Directed the development phase of the IT system revamp project and synchronized technical teams. • Defined the QA strategy, executed test cases, tracked remediation workflows, and resolved anomalies prior to release. • Handled Change Management: orchestrated deployments and delivered training materials (User Guides, technical memos, roadmaps). Achievements - RUN (Support & Operations): • Centralizedw application support requests and managed end-user incident tickets. • Qualified, analyzed, and directly resolved L1 and L2 system incidents. • Managed escalation protocols to L3 technical teams (developers/infrastructure) for critical fail- ures. • Audited existing infrastructure to identify systemic bottlenecks and proposed long-term reme- diation plans. • Led post-mortem meetings, production tracking, and activity reporting with business direc- torates.