Pontalli Ruben

Accompagner les utilisateurs et stakeholders pour exprimer et traduire leurs besoins d’analyse de données et indicateurs de performance (KPI).

Compléter et accompagner l’équipe technique de data mining pour nettoyer et exploiter les données techniques et business.

Créer, maintenir et faire évoluer des Rapports et Tableaux de bord sur plusieurs plateformes techniques telles que PowerBI, Report Builder, ServiceNow Reports et Platform Analytics.

Collaborer avec différentes équipes, techniques ou non, pour traduire les besoins business en tableaux de bord et rapports paginés automatiques et dynamiques

Develop and ensure the correct level of Service. Close care of the customer satisfaction. Point of contact of customer escalation. Lead regular meetings. Follow-up of SLA achievements, KPI analyze and reporting on a monthly basis, upon some live or ad-hoc reports which can be standards or fit to the customers needs, such as tickets KPI, availability, performance, capacity forecasting and security aspects. During a critical incident: investigations coordination, communication, root cause analysis and incident report writing. Ensure the ITIL processes are followed by the Incident, Problem and Change team; also included to the customers reporting. Lesson learned application for a continuous service improvement. Coordinate Disaster Recovery, Workplace Recovery Plans Ensure the accuracy and centralization of information, describe the practical contract term by writing and maintaining a Service Delivery Guide. Projects : support Project Manager during the setup phases to ensure the run phases will meet the customer requirements and contractual agreements. Financial part: monthly review to meet the customer budget constraints upon Service Agreements balances and Service Catalogues. Propose and negotiate new items and price proposal. Support commercial BID managers and Pre sales offers. Technical part : Develop reporting for the SDM team, process teams (IPC, Compliance), Program management and Steering committees. Act as a consultant for the ITSM tools development.

Technical consultant for Service Management implementation Reporting to Directors Innovation and Continual Service Improvement