Freelancer profile translated to English.
Back to original languageAbout Aliasgar
In my recent experiences (since 2016), I have participated in deployment, maintenance, and application support activities at levels (1, 2, 3) with the aim of achieving optimal results in specific areas/domains. The primary objective is to ensure optimal results that comply with the requirements defined by the client regarding security, quality, performance, cost, and deadlines during the integration and deployment of new tools. It also involves intervening as quickly and effectively as possible in case of malfunction (service interruption) and restoring service continuity/availability. I was responsible for ensuring compliance with ITIL processes (incident, problem management) and security rules with the IT departments. Furthermore, I was tasked with measuring user satisfaction by implementing performance indicators (KPIs) to evaluate the performance of request processing.
French
Native or bilingual
English
Fluent
Hindi
Conversational
Gujarati
Native or bilingual
Can work on-site
Paris (up to 20km), Compiègne (up to 10km)
Experience
- SFRProject Manager - IS Quality of ServiceJune 2024 - Today (2 years)Paris, FranceAs IS QoS Manager, my missions include:- Organizing governance with the DEX, OSS & Operator and Networks Engineering entities by complementing the existing structure to share QoS elements, reliability plans, and expected projects.- Being the end-to-end referent for application chains concerning the tools used by the Network.- Identifying and implementing necessary monitoring KPIs for the smooth functioning of the relationship with the Network and reflecting their feedback, KPIs to be shared in relevant committees.- Monitoring problem management and the implementation of fixes, particularly for end-to-end issues requiring coordination between multiple applications (IS or not).- Anticipating crisis management by ensuring escalation and communication elements are in place.- Handling incoming escalations on Data Quality (QOD) topics by managing and communicating on their resolution.- Listening for weak signals to anticipate crises and escalations.Cross-functional skills:- Functional and technical facilitation to guide reliability plans.- Results (QoS, KPI, SLA) and internal/external client orientation.- Risk anticipation and management.- Autonomy, ability to manage crises.Technical and functional skills:- "ITIL" operating model (Incident, Problem, Change, CMDB processes).- Functional knowledge of Telecom IS tools and applications.- IS log management tools, metrology, probes: ELK, Prometheus, Grafana, appdynamics, selenium, BO, APM/RUM...Qualities for success in the role:- Writing and presentation skills.- Desire and aptitude for implementing these tools (analysis, introspection) within my application scope.
- TotalEnergiesService Desk ManagementENERGY AND UTILITIESJune 2023 - January 2024 (7 months)Paris, France1. Service Desk Provider Management
- Monitor Service Desk KPIs.
- Organize and lead follow-up committees (Technical Committee [CoTech], Problem Follow-up Committee [PRB], etc.).
- Manage escalations in collaboration with the provider.
2. Service Quality (QoS) Improvement Action Plan:- Share Service Quality (QoS) elements, reliability plans, and expected projects.
- Work with other group service contracts.
- Listen for weak signals to anticipate crises and escalations.
- Develop and monitor action plans to improve First Time Fix rates.
- Collaborate with other contracts to optimize processes.
3. Project Transition to Support: "Move to Run" projects- Collaborate with product owners to ensure necessary prerequisites are available.
- Ensure that support handover documents are complete and compliant.
- In the case of implementing fixes, ensure that fixes are effectively communicated and implemented.
- SNCF VoyageursIncident and Problem ManagerTRANSPORTATIONSeptember 2022 - May 2023 (9 months)Saint-Denis, FranceFor standard incidents: act as a facilitator for all support levels.For major incident management:- I organize crisis cells.- I lead the support community (Business, IT, DEA).- I manage and challenge experts to implement workarounds that reduce/eliminate the impact of incidents as quickly as possible.- I handle institutional communications.- I update ITSM tickets and crisis logs.- I write incident reports.- I manage and conduct post-incident reviews (REX).For problem management:- I managed and led the operational resolution of problems on the Transilien service chains.- I defined the criteria and thresholds for identifying problems.- I identified and qualified problems using available sources and information.- I led problem management instances: advisory committee and problem review committee (executive).- I managed problems.Managed, monitored ongoing problem resolution studies and efforts.Kept the database of problems and known errors updated in the ITSM tool.Reported on problem resolution to management.Contributed to the continuous improvement of the process and support tools for the process.For back office:I participated in building service quality indicators and dashboards.
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Education
- Computer Science Expert, Computer Engineering & ManagementSUPINFO - The International Institute of Information Technology2012Expert informatique, Ingénierie Informatique & Management
- Scientific BaccalaureateLycée Le Verger2007Baccalauréat S