Freelancer profile translated to English.
Back to original languageAbout Saad
With over 15 years of experience in IT service management, major incident management, and continuous improvement of operations, I support organizations in the stability, performance, and resilience of their production environments.
- Expertise in Incident Management, Problem Management, Change Management, and ITSM governance, with strong command of ITIL processes, crisis management, SLA monitoring, and coordination of technical and business teams.
- Solid experience in managing crisis rooms, critical incident management (P1/P2), root cause analysis (RCA), monitoring corrective/preventive action plans, and continuous improvement of service quality.
- Proven experience in Service Delivery Management, operational coordination, CAB management, release management, service continuity monitoring, and cross-functional communication with infrastructure, application, business, and management teams.
- Interventions in complex and demanding environments: banking, insurance, industry, public sector, and large accounts, with a strong ability to manage high-criticality and multi-stakeholder contexts.
- Accustomed to critical production environments with a focus on stability, reduction of recurring incidents, process improvement, and operational excellence.
- Certified ITIL V3 Foundation & OSA, with a Master's in Information Systems Management, combining operational vision, service governance, and cross-functional coordination.
French
Native or bilingual
English
Fluent
Can work on-site
Paris (up to 50km)
Experience
- BNP PARIBASSRE/ DevOpsBANKING AND INSURANCEMarch 2021 - August 2025 (4 years and 5 months)93100 Montreuil, FranceBuild:• Migration of deployment and monitoring tools within ITG (ArgoCD, XL release, Dynatrace)• Implementation of KIBANA within the LAAS project for the entire application scope.• Obsolescence management, job automation, certificate renewal, documentation writing post MES/MEP.• Management of IAAS to PAAS migration projects, development and monitoring of application migration projects to the DMZR cloud.• Creation of ecosystems, provisioning and configuration of instances and infrastructure resources.• Creation of CI/CD pipelines and configuration, administration of Kubernetes clusters and pods.• Management of flux openings for application builds.• Execution of corrective actions post MES/MEP.Run:• Production Support L3 (+ On-call): Incident and change management, installation automation via Ansible, server and middleware configuration (WebSphere, MQ, JVM, IHS, TOMCAT, IIS).• Creation, deployment, and maintenance of a middleware infrastructure on public and private clouds.• Production management in CIS (Critical Infrastructure System) environments.• Automation of deployments via Ansible Tower, ArgoCD, XLrelease.• Creation of infrastructure installation scripts using Terraform and configuration management with Ansible Tower.• Management of the deployment chain with Jenkins, Ansible Tower, and Gitlab.Monitoring:. Deployment of Datadog on a fleet of CIS servers.Design of clear and actionable dashboards for optimal performance monitoring.Implementation of an alerting system integrated with ServiceNow to accelerate incident resolution via Dynatrace.. Implementation of a LAAS solution (KIBANA) for a CIS application fleet, log transformation, implementation of LAAS dashboards in Kibana.
- InterwayIncident Manager - Operations DepartmentLOGISTICS AND SUPPLY CHAINDecember 2020 - December 2021 (1 year)Vitrolles, France• Monitoring and management of the daily incident backlog.• Ensuring incidents are handled within SLA timelines.• Following up with technical teams on incidents nearing SLA breaches.• Correcting ticket routing errors.• Performing necessary escalations for SLA breaches.• Organizing and leading daily/weekly incident review meetings.• Managing incident reports and analyzing KPIs.• Generating reports as requested by management.• Leading operational crisis meetings and coordinating responders.• Participating in the definition of ITSM tool evolutions.Technical Environment: Kimoce ITSM, ServiceNow, Network Architectures, SDWAN, G3X3, Ingenico Payment Systems, Axis Server, Evalesco SYSORB server and network Monitoring, Adipsys Hotspot Manager.
- SEA TPIIT Operations CoordinatorBANKING AND INSURANCEJune 2020 - December 2020 (6 months)La Ciotat, France• Routine management of infrastructure across all Client and Project platforms (Banking, Insurance, Agriculture, Healthcare, etc.).• Guaranteeing the availability and performance of the IT infrastructure.• Monitoring servers, network equipment, and applications.• Analyzing alerts and handling incidents.• Supervising critical components and improving operating methods.• Scheduling and monitoring batch processes.• Supporting projects in routine management (instructions, alerting, etc.).• Writing and maintaining operational procedures.• Populating and publishing KPIs.Technical Environment: Microsoft Windows Server, Linux (Redhat, Centos), IBM AIX, SMA Opcon, Dollar Universe, Control-M, CyberArk, ServiceNow ITSM, BMC Truesight, ISM Pilot,...
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Education
- Information Systems ManagementFST of Settat2014Management des Systèmes d'information
- Professional License:The Faculty2008Licence Professionnelle:
Certifications
- ITIL v3 FoundationITIL2015
- ITIL OSA IntermediateiTIL2015