Nasser DARWICHE

• Led ITIL Change Management activities for critical infrastructure in a large-scale banking environment across international regions (Europe, UK, AMER, ASIA). • Managed critical changes for global platforms operating in over 60 countries, supporting +100,000 end-users and +120,000 servers and virtual machines. • Oversaw a monthly volume of ~120 changes, including ~10 MAJOR, ~50 SIGNIFICANT and ~60 MINOR changes. • Coordinated and validated changes requiring close collaboration between technical, production, security teams and business stakeholders. • Assessed risks, impacts and dependencies across complex technical environments (network, cloud, Active Directory, Exchange, storage, databases, mainframe). • Chaired governance committees (CRB / CAB) and coordinated international stakeholders. • Led sensitive operations (Grouped Technical Operations and infrastructure weekends) in a high-availability and resilience-driven environment. • Contributed to the reliability and continuity of IT production supporting critical banking activities (tens of millions of customers) through rigorous change preparation minimizing production incidents. • Collaborated cross-functionally with GTE entities (Cloud, Data, Security, Hosting, Network, Digital Workplace). • Operated in a fully English-speaking environment (committees, international coordination, documentation).

• Managed production and non-production incidents (P1/P2/P3) in compliance with SLA targets and ITIL processes (scope: ~9,000 users across 30 countries). • Ensured regular communication with business stakeholders and IT management on P1/P2 incidents. • Led international crisis management calls with technical teams (business and outside business hours), including coordination across India, UK, Italy, Spain and other regions. • Led incident review meetings with technical teams, IT management and executive stakeholders (CODIR level). • Acted as single point of contact for incident management, providing arbitration and decision-making support. • Drove problem management activities, including root cause analysis and implementation of preventive actions. • Onboarded and trained new team members on incident management processes. • Reviewed and approved emergency changes in coordination with Change Management as part of incident resolution. • Defined and coordinated emergency change roadmaps to ensure controlled and efficient execution. • Produced regular reporting on critical incidents in line with SLA commitments. • Contributed to continuous improvement of production processes and ensured proper communication and adherence across technical teams.

• Managed P1/P2 production incidents in compliance with SLA requirements. • Led problem management activities (root cause analysis and prevention). • Coordinated support and intervention teams across multiple stakeholders. • Provided management reporting on major incidents. • Collaborated with external partners (British Telecom, KPN, IBM). • Contributed to continuous improvement of production processes.

• Incident analysis, qualification and follow-up for production issues. • Coordination of support and operations teams (day & night shifts). • Communication with management on major incidents and daily reporting.

• Conducted customer experience and performance evaluations for retail networks. • Delivered analytical reports and recommendations to business stakeholders. • Participated in internal debriefings and performance reviews.

• Developed partnerships and managed client relationships. • Negotiated pricing and volumes with European suppliers. • Monitored sales activities and reported performance. • Organized client meetings and participated in international business trips.

• Managed the development of connected product collections (WiBUZZ product line). • Analyzed market trends and competitive landscape. • Led sourcing and product development with multiple Chinese suppliers (design, prototyping, packaging). • Ensured compliance with EU regulations (RoHS II, certifications). • Created product documentation and marketing content.

• Managed and optimized logistics operations with a focus on deadlines. • Handled customer disputes in coordination with local platforms. • Delivered daily reporting to international laboratories.

• Managed client account transactions and fund releases. • Processed trade finance operations (documentary credits, guarantees). • Ensured compliance with international trade regulations (ICC standards).