Mohamed Adda

Management of committees and Change activity:

• Evaluation of change requests and validation of prerequisites during the weekly pre-CAB dedicated to the scope.

• Review of changes across all scopes and detection of potential conflicts during the CAB.

• Announcement to the various business lines of upcoming infrastructure changes and handling of any blocking points in the business approval process.

• Evaluation of changes planned by the IBM Cloud provider in their presence and that of the various stakeholders in order to identify impacts, preventive actions and tests to be carried out.

• Organization of ECAB to secure urgent changes with a business impact.

• Management of escalation and derogation procedures.

• Monitoring of the major projects roadmap. Mediation and assistance in the planning of related changes, taking into account business and infrastructure maintenance constraints.

• Monitoring of indicators for process activities.

Change Process Management:

• Ensure that the process is deployed and respected from an operational point of view.

• Definition and analysis of process deviations. Implementation of associated action plans to achieve the set targets.

• Definition of the organization and resources to be implemented in collaboration with the Incident and Problem teams.

Process Improvement:

• Optimize the process and activities to simplify and secure the operations of the technical teams. Drafting of dedicated procedures (by scope) for the application of the process.

• Evolve the process to ensure its compliance with management systems and internal and external directives

• Handling of FCA (Failed Change Analysis) as soon as a major incident has been caused by a change: identification of process deviations or shortcomings in the preparation of the change.

Change management:

▪ Organization and management of CAB and ECAB committees.

▪ Evaluation of change requests (risks, impacts and urgency), verification of

prerequisites and control of the conformity of deliverables.

▪ Authorize changes (or obtain authorization from management).

▪ Communicate the decision to stakeholders.

▪ Manage the schedule of changes and releases in collaboration with

coordinators, ensure the absence of conflicts and the availability of resources.

▪ Ensure post-implementation review of changes before closure.

▪ Support change coordinators on Remedy and/or the Change process.

Incident management:

▪ Triggering and management of crisis units for major and critical incidents.

▪ Regular communication to business lines, IT management and company management

company on the resolution of these incidents.

▪ Writing incident post-mortems and monitoring the implementation of corrective actions.

▪ Assign and coordinate the various technical teams in the resolution of incidents.

▪ Active participation in the daily service meeting.

▪ Detection of recurring incidents and follow-up until the implementation of a sustainable solution.

▪ Quality control of tickets during meetings with support teams.

▪ Ensure the proper level of incident resolution in accordance with SLAs, follow up as soon as service restoration commitments are likely not to be met.

Problem management:

▪ Monitoring and follow-up of operational problems encountered on the scope.

▪ Participation in the monitoring of application anomalies.

Audit recommendation management:

▪ Monitoring of audit recommendations assigned to the DOP.

▪ Provide the Audit and Risk Department with proof of the implementation of the recommendations.

▪ Provide inputs for the preparation of the Audit and Risk committee.

Planning of work entrusted by the Studies entities and coordination of their implementation:

 Assignment and planning of requests addressed to the service as part of

changes outside projects (managed by the CPP).

 Monitoring the progress of requests in close relation with the CPP for projects or

operational staff for application developments and maintenance.

 Participation in the daily production point to provide all teams with

production a follow-up of the changes made and those to come.

 Report alerts to the hierarchy and the CPP concerned.

 Participation in the CAB (for major changes) as a representative of the

integration service.

Implementation of a service catalog:

 Organize workshops with the various skills centers of the integration service.

 Identify all the services offered, assign them a workload and a lead time.

 Consolidate the information collected and arbitrate.

Implementation of a capacity planning:

 Estimation of the forecast workload of operational staff for the coming month.

 Establishment of an annual roadmap in collaboration with the CPP.

Contribution to the implementation of Service Now (service request part)

 Participation in working meetings, ensure the usability of the tool and its compliance with the needs of the integration teams.

 Report anomalies and user feedback.

 Training on the tool and support for change.

Improvement of processes and workflow:

 Writing procedures, RACI and workflow to follow for each skills center.

 Implementation of indicators on the quality of service (requests processed on time, follow-up incidents, compliant technical acceptance reports, etc.).