Djedidath Moustapha

❖ Management of Run (production)

• ➢ SLA Management & KPI monitoring with outsourcing providers

■ Annual review and (re)definition of SLAs

■ Ensure KPI compliance in production

• ➢ Follow-up of refapp requests

• ➢ Management of digital campaign pages with regional teams (from markets)

• ➢ Advertising campaign process

• Management of outsourcing teams

❖ Oxya and Delaware for SAP expertise

❖ Digora for Oracle expertise

❖ Accenture for Linux expertise

• Establishment and maintenance of strong relationships with service beneficiaries, ensuring operational communication between the service beneficiary, the Retail Management department, and various teams (outsourcing providers and project managers)

• Problem Management

◦ Collection of similar incidents

◦ Request for ticket creation from change managers

◦ Participation in problem qualification meetings

◦ Participation in problem resolution meetings

◦ Ticket population and follow-up

Within the refinancing team of BPCE (Charenton and Paris). BPCE's IT department (BPCE SA), specifically the production monitoring team, needed to ensure the production of applications related to Refinancing for some and Financial Security for others. Responsible for a panel of 9 applications for debt mobilization/assignment to various group refinancing mechanisms.

• MCO and drafting of communications (for Top Level management) on a debt assignment mechanism generating 100 billion euros in liquidity per day

◦ Daily communications on the general status of the system

◦ Organization of conference calls involving experts capable of restoring services

◦ Communication with: Business units, IT Project Management (if compliance verification of reports sent to the Banque de France is needed)

◦ Drafting of a post-incident final communication

• Incident Management:

◦ Initial analysis

◦ Ticket creation and assignment (Level 1 or Level 3 support)

◦ Organization and execution of corrective actions in conjunction with expert teams (functional or application Level 3, or BPCE-IT Level 1)

◦ Ticket closure with closing information

◦ Population of a file serving as an incident database for rapid action in case of incident recurrence

• General Monitoring & Coordination

◦ Leading daily briefings on the monthly production calendar

◦ Management of business requests related to the Refinancing Information System

◦ Drafting of operational procedures and production guidelines

◦ Monitoring and coordination of the migration of the entire Refinancing Information System architecture. Management and on-demand extraction of sensitive data

◦ Update of application repositories

◦ Monitoring and application of technical-functional guidelines to ensure the proper functioning of systems used for liquidity provision