Mohammed Harti

Participated in the development of the technical response for a strategic SNCF tender on the MTF Program. Structured the Run & Operations procedures for the program: definitions of post-deployment operational processes, incident management, continuous improvement, and operational governance. Developed operational steering dashboards and risk matrices to ensure monitoring of performance, KPIs, and risks during the Run phase. Coordinated with technical and commercial teams to structure the offer and ensure consistency between technical, operational, and commercial aspects.

Supervised Run & Production operations post-migration across 13 African subsidiaries covering 8M+ subscribers following the telecom infrastructure migration. Handled incidents reported by business users and IT: analysis, routing, coordination until resolution. Monitored KPIs via Power BI and DINO dashboards: MTTR, escalations, SLA compliance, backlog. Led and facilitated the monthly Operations Committee (COEX) with 20+ stakeholders: presentation of incident reports, root cause analysis, corrective actions, and key metrics (latency, jitter, call loss). Integrated CMDB into DINO: modeling of critical CIs (call center servers, SIP/MPLS links, routing platforms). Designed and deployed 13 monthly quality dashboards (Power BI), including variance analysis against call center partner reports. Created and implemented the 'Voice of Quality' escalation procedure: critical incident management, organization of emergency reviews with top management and suppliers. Supported NOC teams: incident analysis, problem-solving, in-depth expertise on OVOC (AudioCodes) and Centreon tools.

Management and monitoring of incidents impacting critical business applications (banking sector) via ServiceNow. Qualification, prioritization, and escalation of incidents based on their business impact and criticality levels. Coordination between IT and business teams to ensure business continuity and rapid incident resolution. Contribution to ITSM reporting and continuous improvement of the incident management process (ticket quality, KPIs, SLAs).