Malika Adkhis

Pilotage d’équipes offshore (25+ personnes) en charge du monitoring, de l’observabilité et des opérations d’infrastructure • Pilotage des plateformes de monitoring Grafana et Dynatrace pour les services connectés véhicules • Coordination de la migration Cloud Azure vers GCP ainsi que de la transformation Dynatrace Grail • Gouvernance des dashboards, alertes, KPI de couverture et pipelines de données • Animation des instances de gouvernance (COMOP/COPIL), gestion de crise et amélioration continue • Contribution à la stratégie de monitoring pour plus de 8 millions de véhicules connectés dans le monde • Amélioration de la disponibilité des services et de la qualité du monitoring opérationnel Environnement : Grafana, Dynatrace, GCP, Azure, Jira, Agile, Monitoring, SaaS, APIs, Observabilité

Responsable d'une équipe d'ingénieurs de production de Chefs de projets Intégration & de SDM

• Management of a local IT team • Management of user workstation migration projects • Outsourcing of the Service Desk in offshore

Management and organization of a team of 40 IT specialists on 11 sites o Helpdesk o Local technicians o Account managers o Project coordinators o Deployment team o Fleet manager • Indicator development • Team structuring • Supplier relations • Organization of work tasks • Scheduling • Office equipment planning • Backlog cleaning • Complaint reduction • Escalation support and dialogue management with business teams via monthly meetings • Providing users with a communication tool with the IT department (Yammer) ✓ VIP management o ...

• Construction of the operational cybersecurity service for Europe • Creation of processes, construction of relationships with other IT department teams • Implementation of level 2 IT security support, skills development of the recruited team

• Management of a team of 20 people on four sites in France including three supervisors • Consolidation of the four local supports into a national global service center • More than 120,000 calls, 56,000 tickets per year, 6,000 users • Establishment of a user portal with access to the knowledge database • Construction of the IWS ticketing tool with deployment to IT departments and users • Construction of real-time statistics indicators • Reduction in the volume of lost calls • Automation of ticket creation via the mailbox • Increased the skill levels of team members • Implementation of tools such as FAQs and diagnostic assistance • Installation of "News" for users via the IWS portal (ticketing) • Construction of the call center

• Operational correspondent for the IT support contract for 10 sites in Paris • Participation in the improvement of processes related to office automation services ✓ Analysis and monitoring of escalated incidents

• Director of a team of 10 analysts, an Incident Manager and a basic ticket administrator in charge of international business applications support (more than 12,000 emails, 2,000 calls, 3,000 tickets / month) • N1 support for 587 Sites, 28,000 users, 195 business applications, 24,000 devices • Coordination of the "hand over to support" with the "project" teams • Management of 3x8x24x365 resource schedules • Management of Major Incidents with N2 / 3 teams: Causes, preventive / incident solutions • Changes / Incident Manager backup • Implementation of simple incident management procedures in compliance with SLA • Restoration of monthly statistics in regards to service activity with associated action plans