Souhil Bouzekri

Responsibilities: Commitment Management and Customer Relationship: - Contractual and financial monitoring of the accounts, - Organization and control of production, - Planning of the progress of the projects, - Definition and analysis of project dashboards and indicators, - Animation of Operational, Pilotage and Strategic Committees, ..., - Identification and management of risks, - Quality Management (QIP, PQP, Services Agreement, Audits, ...) - Maintenance of operational conditions and reliability of the system and the security of the SI data, - Change control, - Management of the Continuous Improvement Plan. Analyse of needs : - Supervision and contribution to the elaboration of the specifications, - Process impact analysis on costs / complexity / business input, - Monitoring and technological organization, - Evolution of the organizational and technical impacts of the proposed solutions. Human resources management : - Identification and assignment of skills needed for projects, - Management of the load plans, - Support teams during complex activities, - Selection and management of subcontractors, - Coordination and management of project managers and production managers, - Definition of skills development training plans.

Responsibilities: - Ensure the follow-up of the customer park - Maintain and develop the customer relationship once projects are deployed - Ensure the mobilization / coordination of resources necessary for the operation of the service - Ensure the management of incidents and escalations - Identify and implement improvement plans - Prepare deliverables and set up reporting tables - Prepare and lead steering committees and technical committees

Context: Within the Operations & Services area of the IT Operations Department, I am the guarantor of the contractual commitments of the Neurons outsourcing package vis-à-vis the customer. Responsibilities: Business Development : - Detect and qualify new business opportunities - Understand needs, support and customer loyalty: partnership (win-win) Management employees: - Manager teams composed largely of experts and engineers (18 collaborators) - Manager and accompany the incident manager - Select, recruit, support and evaluate new employees (mission file, individual interviews, training, ...) Steering: - Prepare and animate steering committees (monthly) - Participate in technical committees (weekly) - Prepare and animate workshops (monthly) - Develop and follow dashboards and Activity Reporting (qualitative and quantitative KPIs) - Guarantee the quality of the technical operations performed by the teams - Ensure compliance with contractual commitments (SLA) - Ensure the customer relationship, by analyzing the risks, by appreciating the impacts, by defining the appropriate corrective and preventive actions, as well as by coordinating and following the interventions RUN: - Evaluate workload, coordinate and plan activities - Establish and follow the cost plan and the action plan - Optimize operational performance - Guarantee and ensure the day-to-day respect of service commitments and the means implemented Technical environment (25,000 physical and virtual servers): - Server: Windows 2008, 2012 R2, Debian, Centos, Redhat, AIX, HPUX - Scheduling: Autosys, TNG Workload, TWS, ARA - Supervision: NSM, Nimsoft, Spectrum, ITM, - Security / Inventory: TADD, ITCM, Bigfix

Context: In the Operations & Services area of the IT Operations Department, I was responsible for the RUN and N2 product support staff, which operates in a multi-domain production environment with 25,000 physical and virtual servers. . Responsibilities: Management employees: - Manage a team of 5 people (3 administrators and 2 engineers) - Evaluate the collaborators - Integrate new employees in the customer context - Develop support schedules - Follow the skill matrices Steering: - Develop weekly dashboards - Monthly Indicators Edition - Prepare the steering committee in collaboration with the Service Delivery Manager - Prepare and animate weekly Technical Committees - Realize and update the procedures - Implementation of action plan - Follow requests and incidents - Implementation and follow-up of a satisfaction survey - Weekly and monthly reporting of the activity - Quality reporting on all the activities of the service (development of TdB, ...) - Control and respect contractual commitments (SLA) RUN: - Analyze and manage level 2 incidents within the deadlines set by SLAs - Identify dysfunctions and set up action plans - Develop and implement the various agent repair programs (BASH, Powershell) - Develop and implement the various web tools to improve the treatment of incidents and MCOs (PHP, Javascript, Mysql) - Organize and animate the training modules Technical environment: - Server: Windows 2008, 2012 R2, Debian, Centos, Redhat, AIX, HPUX - Language: PHP, PowerShell, Bash, javascript - BDD: Mysql - Scheduling: Autosys, TNG Workload, TWS, ARA - Supervision: NSM, Nimsoft, Spectrum, ITM, - Security / Inventory: TADD, ITCM, Bigfix