Amira Khezami

• • Management of complex and cross-functional changes.

• • Daily support and advice to teams worldwide to contribute to the effective execution of change management.

• • Oversight of the change review and approval process with technical teams and business stakeholders.

• • Checking change requests for schedule conflicts with other changes and business events.

• • Ensuring that changes are adequately tested, prepared, and planned to avoid and limit production incidents.

• • Leading the CAB, coordinating various teams globally (APL teams in Singapore, Kyndryl teams in India, cybersecurity team in Malaysia, HO teams in Marseille…), and approving changes according to prerequisites.

• • Collaboration with service managers for business approval requests, exception requests, etc.

• • Managing communications with stakeholders regarding upcoming changes and maintenance work.

• • Monitoring and adherence to the change management process by applying processes and procedures.

• • Identification of areas for improvement in the change management process.

• • Maturity to defend and support complex changes in committees

Technical environment: Service now, Zscaler, Dynatrace, Sharepoint, Confluence…

• • Coordination of change impact assessment and change preparation.

• • Authorization of changes in coordination with the client entity (B4Bank, LCL, Cariparma) and CA-GIP teams.

• • Participation in the transverse CAB of all Cagip clusters.

• • Leading client CABs (LCL, B4Bank).

• • Communication management.

• • Preparation of weekend and out-of-hours changes (coordination between different teams and testing teams, availability of necessary support, creation of communication bridges in case of issues…).

• • Leading the monthly Cariparma committee with monitoring of developments on ongoing projects (areas for improvement, blocking points, roadmap…).

• • Proposing solutions to be implemented to meet SLAs.

• • Coordination of the deployment of chosen solutions.

• • Participation and coordination of skills to restore normal service as quickly as possible.

• • SLA compliance.

• • Incident communication to clients within contractual deadlines (2 hours) for its scope; from declaration, progress, resolution, to closure with post-mortem production.

• • Follow-up of the action plan until complete realization within the deadlines.

• • Functional or hierarchical escalation.

• • Participation & leadership of crisis cells.

• • Coordination of all skills and expertise necessary to eradicate incidents and address problems.

• • Follow-up of problem management.