Diae-Eddine Kraibi

Position: Head of IT Operations for Client Information System Applications

Context: upgrade of CC&B software and migration of on-premise infrastructure to Oracle Cloud Infrastructure / improve SIC application performance, budget optimization, implementation of new Cloud services

Challenges: implementation of a new technical architecture ensuring 24/7 service availability, successful solution upgrade, transition to Oracle Cloud Infrastructure.

Key Stakeholders: Operations Manager, Outsourcing Provider, Infrastructure Provider, Solution Provider, Infrastructure and Data Security, Cloud

Responsibilities:

 Responsible for the technical operations team, whose role is to provide support to application teams.

 Responsible for managing technical and solution changes across all environments (production, pre-production, testing, development, and training) - over 100 servers

 Responsible for system/application availability and security

 Responsible for the ITIL process at the IS operations level (Incident, Technical Change, Problem)

 Lead the operations and hosting outsourcing contract.

 Approve technical version documents

 Cost reduction (Initiated an automation project (storage, compute)

 Lead DR exercises: infrastructure, Cybersecurity, GDPR

 Lead meetings: CAB / Activity monitoring meetings: RSA / CoPerf / Daily Operation Meeting

 Manage the operations schedule, on-call duty, service opening and closing

 Implement performance monitoring tools, dashboards...

 Lead technical projects: application technology obsolescence, implementation of GDPR rules...

 Implement a 24/7 availability service for critical applications (CC&B, SSRS, Address and Territory Management)

 Ensure infrastructure security

 Implement robots and automate service request processing

 Analyze client tenders for the infrastructure part: Architecture, infrastructure costs (VM, licenses...), performance

Technical Environment and Tools

 System: AIX 6.1, Windows 2008 /2012 / 2016 / 219 Server, OEL 7.6 / 8.1 / 9

 Database: Oracle 11g/13c / 19g, SQL server (2012, 2017)

 BI: OBI, ODI, SSRS

 Monitoring: ITM (IBM Tivoli Monitoring) / OEM (Oracle Enterprise Manager) / Dynatrace

 Scheduling: TWS (Tivoli Workload Scheduler)

 Flow Management: CFT (Cross File Transfer) / SFTP with and without data encryption

 Application Server: Weblogic

 Web Server: Apache

 Client Address Management: Uniserv / CAPADRESS

 ERP: CC&B Oracle

 Ticket Management: ServiceNow

 Cloud: Oracle Cloud Infrastructure (OCI): certified OCI Foundation & OCI architect associate

Context: Stabilize the system and upskill offshore teams. Challenges: Stabilize operations and prepare new environments for the upgrade and cloud migration. Key Stakeholders: Client (all teams of the Odyssee project). Responsibilities:

- Upskill offshore teams

- Provide support to development teams

- Monitor the activity of SUEZ EAU's production, training, and testing environments

- System availability

- Prepare reports (weekly, daily, and monthly)

- Handle client requests (incidents, tasks, changes)

- Prepare and present dashboards (environment availability, incidents, tasks....)

- Prepare client presentations: Activity monitoring meetings: RSA (Production and testing) / Monthly costing by scope

- Lead meetings with the client and internally:

- Daily Operations: Client

- PROD Check: twice a day (Client)

- RSA: once a week (Client)

- Daily Operation: internal (operations: Prod, Testing, development)

- Technical lead for the team

- Prepare special operations: Client data transfer....

- Prepare the technical and deployment schedule: application version, license, upgrade...

- Manage the knowledge base: Creation and updating of instruction sheets, procedures...

- Train new recruits and on-call staff

- Manage resources

- Prepare the shift schedule (shift: morning / Day / Evening / On-call)

- Approve overtime, recovery days

- Technical architect and team lead On-site

- Monitor the activity of SUEZ Environnement's production and testing environments (LDE)

- Participate in daily meetings on the SUEZ side

- Prepare installation schedules (Go-Live), procedures..

- Create new instructions and procedures to improve the quality and productivity of service delivery

- Assist the integrator during Go-Lives and N2/N3 incidents

- Correct data and implement workarounds for anomalies.

- Monitor production environments.

- Analyze crashes and anomalies in CC&B production batches.

- Provide N3 technical on-call support