Skander Marmouch Email & Phone Number

Genève, Suisse

In the luxury watches, accessories and clothing industry.Responsibilities:- Responsible for the support and successful resolution of issues and requests from our ticketing tools (ServiceNOW / JIRA)- Manager of a team of 12 engineers- Document processes, procedures and guidelines and ensure they are applied- Organising and controlling the quality of work carried out by our offshore teams- Managing the execution, continuous improvement and fine-tuning of support processes- Managing the transition to support after Project Hypercare periods- Define and manage a continuous improvement action plan aimed at improving our SLAs and reducing the volume of incidents- Detection of serious and lasting support problems- Conduct Root Cause Analysis for major incidents- Define and manage internal reporting to better control support activities- Ensure that SLA reports are written and communicated to the business- Point of contact with level 2 support and level 4 support for all suppliers- Ensure an efficient and smooth flow of information and communication within the team, as well as thorough communication between external teams and suppliers- Integration and training of external team membersMajor Achievement:- Managing the Project Hypercare periodsTechnical Environment:ServiceNow, JIRA/Confluence, AWS, Postman, Datadog, Sitecore Content Hub, ProductsUp, PLM, Microsoft Office, IAM

Levallois-Perret, Île-De-France, France

In the gas distribution sector.Responsibilities:- Manage evolutionary maintenance and maintenance in operational conditions- Manage the specification/design phases (prioritization of the backlog, data model...)- Steering and optimising the commissioning processes, managing incidents/problems/requests/changes- Responding to various requests from internal or external entities (Product Owner, level 1&2 support, integrator, etc.)- Working with the technical teams, ensure that all application environments are operational- Investigate anomalies in conjunction with the business lines, integrator and the various IT Department entities.- Prioritising, arbitrating and breaking down anomalies with the business in order to define the content of patches or to plan patches for version upgrades.- Checking that patches are properly implemented and carrying out acceptance tests according to agreed schedules- Monitoring and coordinating with integrator- Plan and monitor the smooth distribution of patches- Support the business units in expressing their needs (process, user vision, etc.)- Validating functional deliverables- Follow up and coordinate with integrator to correct anomalies- Provide support to the project manager during the business acceptance phases- Reporting to the application manager and produce key indicatorsMajor achievement:- Responsible for the Support and the Maintenance in Operational Condition of a 24/7 website with 630k monthly visitorsTechnical Environment:Liferay, Redhat Servers, Oracle Database, JIRA/Confluence, Docker, IAM, Microsoft Office

In the energy sector, for the French national electricity company.Responsibilities:- Application manager- Maintaining applications in operational condition- Testing and updates deployment- Support and animation of business users- Management of outsourcer- Application interfaces supervision- N3 Support Role- RUN optimization: shift left to N1 and N2 support- Organise support on all application bricks- Extraction and migration of data to the new application- Data migration management- Expression of business needs- Documentation draftingMajor Achievements:- Managed the migration of 3 obsolete applications to a new all-in-one application- Technical and functional support to the customerTechnical Environment:Windows Server, Google Suite, ERP, Kibana, AWS, Oracle Database, SQL, JIRA/Confluence

In the energy industry, on behalf of the company that owns Europe's largest high and extra-high voltage electricity transmission network.Responsibilities:- Application manager- Maintaining applications in operational condition- Testing and updates deployment- Support and animation of business users- Privileged contact between the project and the outsourcer- Management and monitoring of production start-up- Documentation drafting- Report and inventory of fixtures- Management of Windows and Linux Redhat/Centos servers- Database management- Technical procedures drafting- Bash scriptingMajor Achievements:- Management and maintenance of the application architecture- Technical and functional support to the customerTechnical Environment:Linux RedHat, Script Bash, Oracle Database, SQL, Apache Tomcat, Weblogic, VMware, Docker, Jenkins, Rundeck

Paris La Défense, Île-De-France, France

For Europe's leading open-source company.Responsibilities:- Support on mail platforms- Documentation drafting- Private cloud deployment- Server automation- Server virtualisation- Identity management- Customer ticket management- Intervention on database- Intervention on Debian / RedHat client systemsMajor Achievements:- Different missions in the support and management of identities and serversTechnical Environment:Linux Debian / RedHat, Script Bash, Docker, AWS, Terraform, OpenLDAP, LemonLDAP, Kubernetes, SQL