Zakaria L.

Contracting IT commitments BSCC meeting business requirements. Implementing technical and organizational measures to guarantee commitments. Daily monitoring and tracking of delivered service quality. Daily contribution to the operational excellence initiatives of the entity. Ensure and develop relationships with business clients, partners, and IT users. Collect and negotiate service level requirements with the client. Develop and update Service Level Agreements (SLAs). Ensure the implementation and adherence to agreed service levels. Ensure daily monitoring of Service Quality (SQ). Prepare and lead follow-up and steering committees with the client. Develop the crisis management plan with stakeholders. Guarantee the monitoring of major incident management respecting the crisis management process. Regular communication to the client/user. Organize and ensure operational communication to the client. Manage IT irritants within their portfolio. Analyze user feedback, develop and drive improvements in business client/user satisfaction in collaboration with stakeholders. Contribute to operational excellence initiatives within the entity.

• Present new features to the team

• Propose and validate the use of new plugins

• Implement defect tracking indicators and project blockers

• Migrate projects from one JIRA instance to another

• User support, anomaly tracking.