Freelancer profile translated to English.
Back to original languageAbout Shahinaz
Senior Technical Account Manager / Customer Success Engineer freelance, 20 years of experience in critical cloud environments (OpenText, Nokia, Orange Business Services). I operate at the interface between your Engineering, Product teams, and your strategic EMEA clients.
What I deliver:
→ Technical Account Management: strategic account steering, Executive Business Reviews (EBR), critical escalation management, churn reduction. At Nokia, I reduced annual SLA penalties by €500K+ on a strategic account (Bouygues Telecom).
→ Customer Success Engineering: technical onboarding, product adoption, enablement programs (Scality University), runbooks, Grafana/Prometheus observability dashboards for client autonomy.
→ Incident Command & Production Reliability: Incident Commander for high-severity outages, war rooms, RCA, postmortems. Maintained 99.8% uptime on an EIM platform with 500+ clients at OpenText.
→ Agentic AI & Responsible AI: design and production deployment of AI agents (Anthropic SDK, Claude Code, MCP, agentic architecture with human-in-the-loop). At EntangleEQ: Claude modules in production + regulatory monitoring agent governed (EU AI Act). At Scality: led the adoption of a RAG in production — L1/L2 automation, team training in prompt engineering. Certified in Ethics of AI (Helsinki), Claude Code in Action (Anthropic), ISO/IEC 42001 roadmap.
Stack: GCP, Kubernetes, S3, Grafana, Prometheus, Python, Terraform, Ansible, MongoDB, Linux, ITIL, RAG/Claude API, MCP. Agentic AI.
Trilingual FR/EN/AR — EMEA + MENA coverage, rare profile on the French market.
Mission format: 6 months or more, hybrid Paris or remote. SASU EntangleEQ, simplified billing, immediate start. Part-time considered depending on context.
French
Native or bilingual
English
Fluent
Can work on-site
Paris (up to 50km)
Experience
- EntangleEQEntangleEQ — Founder & Technical LeadHUMAN RESOURCESApril 2026 - Today (4 months)Paris, FranceSovereign EU B2B SaaS for pay equity and HR compliance (EU Directive 2023/970, Egapro, CSRD)What I practice daily:LLM integration in production: Claude API agents + custom MCP server orchestrating business workflows (compliance analysis, regulatory content generation)Multi-tenant SaaS architecture: separate enterprise/employee/admin portals, secure authentication, data isolationCloud-native infrastructure: Docker, managed PaaS (Koyeb), managed PostgreSQL, S3 storage, auto-deploy CI/CDApplied AI governance: AI Act classification (Annex III), decision-support approach, compliance wording reviewed by legal — alignment with ISO/IEC 42001RegTech / HR-tech domain expertise: pay equity, equality index, inclusion debt, automated PDF reporting
- ScalitySenior Customer Success Engineer — Cloud Storage & SystemsTECHSeptember 2023 - March 2026 (2 years and 6 months)Paris, France
- Trusted technical partner for enterprise accounts on ARTESCA —
distributed S3 object storage solution — private and public sectors.Interface between Customer Success, Engineering, and client technical teamsacross EMEA, with full ownership of technical health and product adoption.CUSTOMER LEADERSHIP & STAKEHOLDER MANAGEMENT- Led recurring technical reviews with enterprise accounts —translating complex distributed systems topics into actionable recommendationsfor client-side storage admins, sysadmins, and SREs.- Primary technical contact during critical incidents: client communication, cross-functional coordination (engineering, support, vendors), postmortem conduction.- Facilitated alignment meetings between Scality engineering and customer success — sync roadmap, support, client expectations.CUSTOMER ENABLEMENT- Designed and delivered "Scality University" — hands-on workshops and dashboard training to upskill client storage admin teams. Reduced ticket volume through self-service enablement.TECHNICAL EXPERTISE- Managed critical incidents on immutable backups and distributed systems: Linux (Rocky), Kubernetes, MongoDB, Keycloak (IAM), Kafka, S3 API.- Led internal adoption of a Generative AI / RAG workflow to accelerate support resolution — change management and model refinement via feedback loops.- Designed observability stacks (Prometheus, Grafana, Alertmanager) with custom PromQL dashboards to reduce MTTR.CROSS-FUNCTIONAL- Technical liaison with third-party vendors (Veeam, Commvault, HPE) to resolve client interoperability issues.- Resolution via Zendesk and Jira; developed Python tooling for log analysis and operational automation.Languages: English, French, Arabic — full EMEA coverage. - OpenTextSenior System and Cloud Engineer /SRETECHJanuary 2013 - January 2023 (10 years)Paris, FranceSenior System & Cloud Engineer / SREOpenText · January 2013 – January 2023 · 10 years · Paris, France3x "OpenText IT Champion" (2015, 2018, 2023) — recognized for exceptional technical contributions, team development, and long-term client impact.- Led infrastructure reliability, architecture design, and operational excellence for the EIM (Enterprise Information Management) platform serving 500+ enterprise clients.- SRE & Reliability: Maintained a 99.8% availability SLA on critical archiving products — managed complex N2/N3 production incidents and conducted root cause analyses.- Automation & IaC: Automated deployment pipelines using Ansible and Chef, significantly reducing provisioning times and accelerating production release cycles.- Security & Governance: Technical lead for ISO security audits. Managed Change Advisory Board (CAB) processes, ensuring zero unauthorized changes in production.- Architecture: Designed a hybrid messaging architecture presented to product decision-makers — validated technical requirements for a major launch.- Global Enablement & Mentoring: Delivered inter-regional training (EU, US, India) — standardizing incident management and troubleshooting practices for 24/7 service continuity.Skills: Linux System Administration, Ansible, SRE, Cloud Administration, CI/CD, Chef, ISO Security, Incident Management, IaC, CAB, Technical Mentoring
- I/CD
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Education
- Qualified Professional Adult Trainer (FPA)AFPA (Agency for Adult Professional Training)Qualified - Formateur Professionnel d'Adultes (FPA)
- EngineeringAlexandria UniversityMaster of Science (M.Sc.)
Certifications
- Azure AI FundamentalsMicrosoft2026