Faiza Boujloud

Service Delivery Manager:

• Implementation of the support chain for incidents, requests, and changes

• Creation of various forms in Service Now

• Implementation of the solution's CMDB in Service Now

• Coordination of incident resolution among different support teams

• Facilitation of weekly meetings for critical ticket escalation

IT project manager:

Management of the Rehosting of two applications: a first solution Aras to AWS Cloud and Innovator version upgrade, and a second application IBM Jazz solution:

• Guarantee of the project's proper execution by liaising between different stakeholders (functional, technical) to ensure project success

• Project presentation for TASC approval

• Project presentation for Business/Sponsors approval (PAB)

• Tracking of corrective deliveries with the integrator

• Monitoring of technical tests and end-user functional tests

• Facilitation of meetings to ensure successful solution implementation

• Facilitation of SteerCo meetings for regular project progress presentations

IT Project Manager – Jira Solution (Atlassian)

• Gathering and analysis of business manager needs

• Steering and securing the execution of Jira sprints, supervising their configuration and adapting Jira to specific business needs

• Change management, supporting teams in adopting and transitioning to Jira to maximize user engagement and efficiency

• Facilitation of user training sessions, presentation of Jira features and best practices to optimize system adoption and usage

Management of service quality for 4 departments:

• Monitoring of crisis management teams

• Communication on the progress of critical incident resolution

• Escalation to the appropriate teams for various incidents reported by Business units and for various Out-of-SLA requests

• Presentation of IT service quality in monthly meetings (reporting of KPIs, critical incidents of the month, issues of the month, and actions taken)

• Participation in the General CAB to identify various changes that may impact the 4 departments

• Tools: Service Now, Power BI

Steering of support teams:

• Incident/Request Management

• Creation of a dashboard for ticket tracking

• Facilitation of weekly meetings for incident monitoring

• Guarantee of proper incident resolution within deadlines

• Management and facilitation of crisis management teams

• Verification of RCA delivery for critical tickets

• Tracking of escalated requests

• Change Management:

• CAB Participation

• Monitoring of change deployment

• Hypercare Management:

• Monitoring of KT sessions and Reverse KT Sessions

• Monitoring of Shadow and Reverse Shadow Phases

• Guarantee of smooth Go Live to Support GO Live transition