Oussama MELIANE

– Supervised all Data-Center operations and projects, including Move to cloud (Public and Hybrid cloud) and Data-Centers relocation (8 sites, USA, Europe & APAC). – Direct management of 12 System Engineers based in 4 countries (training, evolution, recruitment, coaching). – Managed contractors, service providers and resellers (Dell, VMware, HPE, Commvault, IBM, AWS, Microsoft, Nesevo, Corelia, etc.). – Managed projects for infrastructure evolution (servers, storage, Mainframe etc.) and data-center hardware operations. – Managed multiple Data-Centers relocations projects. – Ensured continuous improvement and adjustment of support related internal controls and processes. – Managed Support Reporting and communication with stakeholders. – Utilized JIRA, Confluence, Micro-focus ITSM, MS Project.

– Drove Hypercare transition period between Rollout and Support phases, ensuring proper handover of new applications and functions to Support Mode. – Managed Level 3 Support work including incident and problem management within the scope of the Product Area within Group Technology. – Managed the execution and continuous improvement and adjustment of support related internal controls and processes. – Managed Support Reporting & communication. – Secured and optimized the stability of Applications within the scope of the Product Area. – Actively participated in the Support Community of Practice. – Utilized JIRA, Confluence, ServiceNow, DataDog, Sitecore OCP.

– Supervised production related tasks (Run, ITSM, ITIL Process, Monitoring, Service-Desk). – Process owner of ITIL incident management, change management, problem management and knowledge management. – Ran weekly production meetings, monthly IT production steering Committee and Change Advisory Board meetings to evaluate new release requests. – Piloted production KPI dashboards, quality follow up and continuous improvement plans. – Managed IT major incidents and crisis rooms. – Acted as Service Desk Manager; managed service-desk operations (9 agents), set up improvement plans and followed up the overall delivered service by L1 Support team. – Acted as ITSM Functional Project Manager for the deployment of ServiceNow: – Interviews with stakeholders to setup SLA and OLA. – Workshop and Training for the onboarding of users on ServiceNow. – Analyzed business development requests and wrote functional requirements. – Performed testing and acceptance criteria for new releases. – Managed regressions and functional incidents follow up. – Acted as Outsourcing Project Manager for monitoring activity: – Wrote technical and functional specifications. – Wrote request for purchase for the new service provider selection. – Followed up handover and transition phase between teams.

– Supervised the overall end-to-end performance of the support chain (L1, L2, L3) for the IT Corporation perimeter (HR software, Sales force CRM, Intranet, Extranet, Office365, Wombat, and IBM Business process management). – Managed operational IT support teams, subcontractors and service providers on a daily basis and ensured that the support service met market standards and the company's ambitions. – Participated in the implementation of the global transformation process (including several harmonization initiatives) as well as the implementation of a reporting dashboard to monitor the performance of each support team. – Managed crisis cells, communication and continuous improvement plans post major incidents. – Approved the release into production (Go / No Go) of new versions or modification of applications. – Performed team management and employee development. – Monitored performances (support and resolution of requests and incidents) against SLAs. – Reported on the performance of the service provided by the support teams (internal and external). – Defined and followed the continuous improvement plan of the support with all stakeholders. – Designed and managed user satisfaction surveys. – As a process owner (incident, change, request, knowledge), coordinated and monitored the contribution within the framework of the ServiceNow deployment project (worldwide). – Piloted the implementation of the ServiceNow Catalog Service for corporate IT.

– Defined and promoted the procedures and methods to ensure and optimize the availability of Information Systems under the EURISS operating scope in accordance with the Group's IS strategy. – Defined and promoted Incident Management, Change Management, Problem Management by ensuring proper management, proper execution of activities and optimization of backlog. – Planned interventions on the EURISS operating perimeter and ensured the proper allocation of the necessary resources, by organizing the weekly CAB meetings as a change manager. – Suggested technological and methodological evolutions of the Exploitation activities. – Coordinated crisis management and major incidents and challenged stakeholders for the resolution of incidents and problems. – Defined and supervised the end-of-support and end-of-life infrastructure activities. – Served as single point of contact for IT and business managers from other Essilor departments. – Operational management of the level 2 support teams in the Philippines (Offshore) in liaison with the dedicated local coordinator. – Represented EURISS Operation in the various decision-making / steering committees. – Organized and managed the activity of the HelpDesk team (Portugal) regarding the monitoring scope of Euriss infrastructures. – Managed Cloud AWS provider (Edifixio), weekly monitoring of activities (RUN & BUILD), reporting, escalation etc. – Technologies: Windows servers, Redhat, VMware, CommVault Backup, BMC monitoring, Autosys.

– Process owner, responsible for the application, updating, and monitoring of ITIL change and transitions processes within the Orange Applications for Business unit (Devops activities, Orange Cloud & DataCenter). – Ran weekly meetings (PRE-CAB, CAB, E-CAB, transition meeting). – Evaluated, validated and qualified RFC on JIRA (50 / month on average). – Industrialized and standardized the most recurrent changes through the creation of a standard change catalog. – Followed up the post implementation of RFC and animated PIR meetings, continuous improvement and support of project leaders on challenging changes. – Led Build to Run implementation by reviewing design, evaluating commissioning requests, validating the end of transition, and establishing the balance sheet of the transition. – Generated KPIs related to change and transition activities, with monthly reporting to management.

– Managed an IT production team (4 IT Production engineers, 12 hours of coverage). – Served as Single Point of Contact for all delivery operations. – Ran daily stand-up meetings, weekly production meetings and monthly steering committees. – Generated daily production reports. – Developed production reliability plans and monitored the quality of the service. – Coordinated task forces and managed crisis units (running of crisis bridge calls). – Generated and updated operational records, technical documentation and operational processes. – Implemented problem management ITIL process. – Dispatched incidents, followed up SLA, closely monitored the quality of the delivery and balanced workload among the team. – Performed people management: conflict management, rotation planning, trainings, annual assessment, motivation and coaching of team members, career plans. – Managed many application upgrade projects (road map, planning, milestones communication). – Remotely managed Infrastructure Service providers (hosts, hardware provider).

– RUN activities: – Maintained and managed infrastructure and application servers (Windows servers). – Managed & troubleshooted jobs under mainframe (Z / OS). – Acted as Backup of the Change Manager; ran the Change Advisory Board (CAB) meeting. – BUILD activities: – Migrated production servers (Win 2000 to Win 2008 R2). – Automated production tasks (Powershell, VB script). – Managed project for print servers (Win2003 to Win 2012) migration (project planning, assigning tasks, reporting). – Wrote production procedures and manuals.

– Provided technical assistance (2nd level) to SunGard's clients in the U.S.A (banks, investment funds, financial institutions) using “Addvantage” and “CharlotteNav" applications for their trust, assets and other financial operations. – Monitored production servers using “BigBrother” (Disk issues, CPU, process, memory). – Installed and configured production and database servers (Windows Server 2003/2008, VMware, SQL server 2005/2008, IIS). – Performed API integration and troubleshooting. – Troubleshooted error logs (InterSystemsCaché, Windows, VB, SQL etc). – Managed Patches, upgrades, new release delivery and Disaster Recovery tests. – Managed windows accounts with “Active Directory”. – Wrote automation script using “VB script”. – Managed jobs on IBM mainframes (Z/os) through “Reflexion”. – Managed the automation and scheduling of various tasks with “Tidal job scheduler” (cisco): daily checklists, copying databases, file transfer. – Logged, followed and escalated customer's complaints on “JIRA” and “Clarify” and provided feedback to troubleshooting process. – Prepared monthly schedules, planned training, and suggested new production processes. – Performed team coaching and knowledge transition. – Led video-conference meetings with clients and other teams (world-wide). – Key Achievements: – Wealth Management Recognition Award on June 2014. – 2014 performance review rating is “EXCEPTIONAL”.

– Provided technical assistance by phone and e-mails to employees of the Saint-Gobain Group in France (French) and worldwide (English) for software and Hardware (desktop / laptop) issues. – Created Windows accounts, e-mail addresses, DL. – Created (VPN) accounts, supported and configured RSA Tokens. – Created and supported BlackBerry accounts on BES. – Supported and configured SAP, MS Office and other production applications of Saint-Gobain. – Monitored and troubleshooted application servers (IBM, HP), file servers and routers with Nagios and Nagvis tools. – Key Achievements: – Won a double bonus for attendance (2nd quarter 2011).

– Provided technical assistance of first level by telephone to Dell's customers (individuals, French speaking) for hardware and software issues (desktop, laptop, printers and other computer equipment of the Dell brand). – Logged, followed and escalated customer complaints on Oracle Siebel. – Provided feedback to the troubleshooting process.

– Provided technical assistance (1st level) by telephone to French customers (Internet service provider SFR France) for issues with DSL, IP voice, e-mail. – Performed troubleshooting, installation, configuration of ADSL routers. – Logged, followed and escalated customer complaints on Oracle Siebel. – Provided feedback to the troubleshooting process. – Key Achievements: – Won a price (December 2009) on the sum of satisfaction survey that were positively answered.