Omar - Consultant CFT

My team help customers (regional and local business teams) to qualify their requests
to transcribe them into implementation: delegated to 8 Kyndryl resources based in
India.
I build and maintain good relations with regional teams to promote new features and
simplify the change/incident processes.
My main role is to guaranty the excellence of the managed service and provide
innovative view to existing processes and operations:
o initiate new projects to answer business needs
o and simplify the scheduling experience.
Missions
 Ensuring that service operations are delivered according to the defined KPIs
and OLAs
 Ensuring that incidents, problems, standard service request fulfilment and
operational routine tasks are delivered effectively and efficiently
 Conducting Change Advisory Board (CAB) meetings and maintaining good
relationships with internal and external partners
 Maintain training materials for end users and be the Scheduling referent for
more than 20 application teams in France and internationally
 Managing Knowledge transfer to the new arrivals
 Continuous improvement of the service operations according to the needs of
the business (e.g. activate new Scheduling features as self-service, versioning,
monitoring …. and simplify the change process with standard practices)
 Follow up the managed service provides by Kyndryl
 Drafting a roadmap: Understand the existing scope, analyze the constraints,
define probable targets, compare them, synthesize to support the decision.
 Managing cost optimization initiatives/projects
 Market research to replace the scheduling solution
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MFT Expert

During this experience, I worked as a flow expert for Axway solutions. My main role
was to implement a new MFT solution based on Secure Transport to replace XFB
Gateway and non-resilient CFT HUB
 Identify system and infrastructure requirement for the target solution
 Install Secure transport in the different environment and automatize the
patching
 Drafting of an operating manual for support team (L2 and L3)
 Initiate several workshops to study migration scenarios for critical flows with
business managers
Help Dev team to design an interface to integrate the new solution to the
change

Service Delivery Manager – Team Leader

My principal challenge during this experience was to deal with an important turnover
and to manage Knowledge transfer to the new arrivals.
I was also driving maintenance and improvement activities to achieve the overall
SLA objectives, to ensure the service quality and maintain strong relation with
customers.
SDM
 Monitoring Service Performance SLA/KPI
 Incident, Problem, Change Management
 Overseeing High Priority incidents resolution: leading technical bridges, driving
troubleshooting and work with the team to reduce service impact.
 Producing comprehensive incident reports to a variety of audiences including
senior and executive management
 Create and follow up incident ticket with editor support if required
 Establishing training and mentoring programs to continually drive the process to
the next level of maturity
Team Leader
 Incident, Problem, Change Management Level 3
 Upgrade XFB Gateway, CFT
 SPOC for projects teams for middleware topics
 Knowledge transfer to the new arrivals
 Build and maintain a middleware knowledge database shared with all support
levels
Consulting Mission
 Promote the new managed services for the other BU
 Pre-sales proposal for MFT solution:
o Analyze client’s middleware architecture and business need
o Identify which Away solution to propose
o Present licensing Models and simulate the functional cost
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Production Engineer

During this experience, I had the opportunity to work for several customers in
different domain (Banking, Telecom, Media ...)
I integrate Level 3 support and I troubleshoot critical incident with high business
impact. One of my main tasks was to organize the migration of CFT server to a
customized solution based in FTP protocol.
Volume: 500 servers - 300 external partners (100 000 transfers/day)
Change Management
 Deploy new flow and test it end to end
 Participate in migration projects
 Maintain and deploy flow in mutualized environment (MQ, XFB Gateway)
Incident Management
 Morning check
 L2/L3 Middleware support
 Trouble shoot and update managers in crises call
 - 24/7 on-call support
Problem Management:
 - Initiate task force based in recurrent incident
 - Producing recovery procedure for L1/L2