Anoir Ennouri

Context: BPCE's IT department (BPCE SA), specifically the production monitoring team, needed to ensure the application production of applications related to Refinancing for some and Financial Security for others. English-speaking context. Coordination of DevOps teams based in Porto (Portugal) for the IFRS16 tool migration project (accounting tool).

Responsibilities:

Incident & Problem Management:

- Level 1 and 2 incident management for the 'Compliance, Risks, Losses, and Guarantees' scope.

- Initiating and following up on escalation procedures.

- Monitoring operational risks.

- Bug tracking.

Change Management:

- Change requests using ITIL methodology.

- Training teams on the management and use of market risk calculation tools:

- Training business teams 'Market Risks'.

- Training employees of BPCE group subsidiaries and Natixis in Porto (Portugal).

- Creation of RACI charts, instruction sheets, operational procedures, and workload estimation (English).

- Creation and improvement of production operational monitoring documents, technical intervention instruction sheets, and knowledge base population.

Activity Supervision:

- Supervision of risk management applications.

- Monitoring anti-money laundering and anti-terrorism financing declarations sent to the Bank of France.

- Controlling the flow of internal mission contracts and employee stock options.

- Monitoring and coordinating the flow of monthly and semi-annual contracts for monthly loss and guarantee reports.

- Coordinating France & Portugal teams to monitor and optimize interventions on applications in project mode or maintenance:

- Updates of POs (instruction sheets) and translation into English.

- Meeting minutes in English for Natixis Porto teams.

- Participation in the recruitment of a new DevOps to manage the IFRS16 tool.

Context:

Product Delivery Management team (3 PDM) within Médiamétrie's IT Steering and Architecture department, managing the audience measurement product portfolio for media (radio, TV) and digital usage (podcast, streaming, internet browsing). This provides statistical data to calculation teams via dedicated interfaces and servers, ultimately creating reports, recommendations, and dashboards for audiovisual and advertising professionals.

Responsibilities:

Incident & Problem Management:

- Reviewing priorities and root causes of Incidents with the operations team.

- Escalating to various product managers and following up on deployments and sliver bullets.

- Coordination and planning of urgent meetings concerning data security and confidentiality.

- Monitoring priority treatments and the status of the scope (Weball IG, TV4E streaming, Podcast, Panels, Internet video, Radio AIP).

Change Management:

- Guiding and escalating requests to the appropriate contacts for processing (PO-IT / Architects).

- Developing Service Level Agreements (SLAs) for each product.

- Updating RACI charts and address books, creating internal progress sheets, improving RUN request processing procedures.

- Aligning new strategies with infrastructure usage and support resource exploitation (CSR plan, triggering on-call duties, and escalation plans).

- Developing RUN improvement roadmaps for each product, piloting them, and reporting on work progress during RUN monitoring meetings.

Activity Supervision:

- Analyzing trends, deviations, and anomalies across all indicators.

- Monitoring man-hour consumption per product and issuing timely alerts to optimize the budget and estimate the year-end closing and next year's budget.

- Monitoring cloud consumption on AWS Quicksight across development, production, and pre-production environments.

- Auditing the obsolescence level of IT products for each scope.

- Ensuring proper monitoring of the delivery calendar and internal SLA levels.

- Auditing incidents generated by suppliers and cross-referencing them with contracts to apply penalties and globally monitor supplier quality.

- Investigating root causes to identify potential process changes and recommend areas for improvement.

- Ensuring the service and incident catalog is properly implemented in the ticketing tool.

Context: The 'Operations' team at Jumia (e-service) ensures the smooth running of all operations (logistics, payments, penalties, monitoring, vendor/customer satisfaction, and emergency plans for campaigns). My role involves creating a self-sufficient support team of 5 members, establishing support procedures, and setting up KPI monitoring dashboards. International and English-speaking context with 7 countries in the Group.

Responsibilities:

Incident & Problem Manager:

- Daily monitoring of the operational backlog.

- Coordination of various teams to resolve ongoing incidents.

- Planning the dispatch of orders in the pipeline to:

- Prevent potential incidents with the logistics service and suppliers.

- Minimize delivery times.

- Accelerate order completion for optimal operations.

- Escalation with the finance department for issues on the payment platform and fee approval, with 3PLs and the logistics team.

- Setting up follow-up meetings.

- Negotiations to de-escalate conflict situations and restore trust with vendors to retain key vendor base.

- Training on order management systems and CRM tools for ticket management.

- Definition of operational support SLA objectives.

- Monitoring and improvement of KPIs:

- On the number of requests and complaints: quantities, deadlines, and resolution quality.

- Daily monitoring of agent performance indicators (VIR and Salesforce).

- Monitoring user satisfaction metrics (NPS/VSAT).

Change Manager:

- Active contribution to the experience improvement strategy and regional projects with the 7 emerging countries of the group by implementing the procedure against OOS (Out of Stock) to minimize waiting times and increase valid orders.

- Implementation of automated resolution processes to quickly resolve repetitive incidents regarding vendor refunds.

- Participation in weekly meetings with leads in the same role across 7 countries in the group to share best practices and align project progress for replication.

- Developing the professional growth of employees and other colleagues within the group.

Team Lead / Team Management:

- Establishment of support procedures and KPI monitoring dashboards.

- Recruitment and onboarding of agents to create and structure the team.

- Team training and management.

- Employee performance management.