Imane Hassanein

• Managed the Change Advisory Boards (Control / Decision), where change requests impacting OBS IT applications are presented. • Analyzing changes submitted for review to check its compliance. • Organizing and coordinating post implementation reviews (PIR) after changes implementations when required. This mission includes improvements actions identification and follow-up (with all stakeholders involved).

• Worked to complete important project for the Service Management team: which is to have the support for the France Dashboards servers taken over by Implementation teams, thus securing savings totaling over 180K euros for the SLM organization, • Owned the data availability expansion objective , managed to turn this objective around and deliver a number of KPIs by working with Support team and DCO and reach a higher point than expected

Contributed to the Incident backlog follow-up with 2nd – 3rd level teams to ensure targets are met. Analyzed trouble tickets to monitor service trends and determine chronic issues, with a specific focus on service and processes improvements.

• Performed the Proactive Application Monitoring task for the Business Critical applications and proactively detect all incidents on all monitored IT Services, platforms and applications and ensure on time resolution, by either taking recovery actions or escalating to the appropriated technical expert level. • Resolved customer complaints and concerns using proper negotiation skills.