Tarik Ljouad - IT Service Management Consultant - PhD Holder in Image and Video Processing

Experiences

As a FinOps Consultant, my role is to optimize cloud financial management by ensuring a balance between cost, performance and business value. My current focus is on:
Cloud cost optimization: Implementing FinOps best practices to ensure financial accountability in IT services
Capacity and license management: aligning usage with budgetary goals while ensuring compliance and efficiency
Budget planning and forecasting: Helping teams make data-driven decisions for sustainable cloud spending
Cross-functional collaboration: bridging IT, finance, and business units to enhance visibility and cost control

Spearheading the end-to-end implementation project for Service Request Fulfilment onboarding into the group's ITSM, ensuring alignment with organizational objectives and ITSM best practices
Serving as the primary coordinator for production topics during the group's internal audit activities, facilitating seamless communication between audit teams and internal stakeholders
Assuming ownership of our capacity management initiatives, optimizing resource allocation to enhance operational efficiency, reduce costs, and meet evolving demands
Leading a transformative effort to revamp the service catalog of our local organization, streamlining service offerings, enhancing clarity, and aligning services with customer needs to deliver an elevated user experience
Orchestrating service reviews encompassing all production activities. This pivotal role involves orchestrating meticulous assessments of our services, guaranteeing alignment with industry standards, and fostering continuous improvement

Build a service management framework from scratch to cover various aspects such as Service Level Management, Change Management and ITSM administration
Revamp the ITSM configuration and structure to meet the company growth and scale from serving around a dozen of customers to hundreds of customers, keeping a CSAT level intact
Support various organizational units to implement, automate and optimize their BAU processes in the ITSM to smoothen the customer experience and strengthen and seal up the internal data flow
Build an SLA upsell to existing product with various commitment levels, and established an SLA culture within the company to operate according to the agreements content and SLOs
Drive the rollout plan of a new BPOs for the 1st level support as well as operational supporting functions from contract negotiation to Production BAU
Responsible for the end to end vendor management regarding operational suppliers - HC ca. 55 FTE

Leading the issuing service management team, including the following cross-functional roles:
- Service Management
- Change Management
- Service Level Management
- Problem Management
- Implementation Specialists

Lead Service Level Manager

Wirecard Issuing Technologies GmbH

May 2018 to March 2020

Full-time

Munich

Germany

Responsible for the overall SLM framework across issuing division
Defining the global SLA offerings and categorization of issuing clients and customers considering the market needs and dynamics
Leading the SLM function in issuing globally
Ensuring a global end-to-end service level readiness for newly established issuing business
Responsible for internal as well as external reporting strategy (OLA/SLA adherence) including the ITSM and Monitoring tools automations and verification processes
Building a unified and global SLM function in issuing serving different platforms and markets

Technical set up of new customers and support during both implementation and live phase
Perform first and second level analysis of trouble tickets, including review for completion, attempt to reproduce and provide initial response to requester
Recognize patterns in tickets which could indicate a broader issue and bring this to the attention of the responsible division
Ensure that team members follow best practices when using the ticket tracking system
Manage business customer communication for various production scheduled and unscheduled activities
Owning the Incident management process
Act as a first escalation level within the organization for incidents requiring collaboration from various teams and units
Represent the customer advocacy voice within the organization across different departments according to the agreed
Report to business customers on specific activities and KPIs
On-Call-Duty outside of business hours to ensure a continuous service availability 24/7
Operations Point Of Contact (POC) for french and spanish speaking customers - Projects: OrangeCash + OrangeBank

Educational leader & Assistant teacher

HEM Business School

February 2016 to August 2016

Full-time

Rabat

Morocco

The educational leader in HEM Group is the warrantor of the educational quality and the consistency of the activities and pedagogical projects within the orientations set by the group. He shall maintain an active and regular communication between students, teachers and parents in order to promote coordination, exchange and support on a pedagogical level.

My main tasks as an educational leader within HEM Business School are:
Ensure a continued match between the delivered courses and programs, and the previously defined pedagogical goal
Coordinates and supervises the integration phase of new incoming students, and ensures the HEM Group’s rules and procedures are correctly understood and assimilated
leads and supervises the coordination between the teaching staff and the students within the framework of the daily activities and courses
is in charge of the assessment activities, and makes sure all human and logistic requirements are prepared for the proper running of the tests
is involved in the recruitment process of new teachers
handles the relationship with the ministry of higher education (accreditation, various correspondence posts…)
involved in external activities such as forums and conferences to represent the group.
Deliver computer sciences courses for different levels (1st and 2nd cycles)

PLM Technical Support Engineer

Parametrique Technology Corporation

December 2014 to February 2016

Full-time

Rabat

Morocco

Provide technical and functional support to customers, answering complex questions on function and usage of the product (Windchill PLM Software)
Participate in troubleshooting more complex cases with senior technical support engineers
Acquire and maintain thorough knowledge of company’s products and related applications used by customers
Handle new cases and incoming telephone calls for French-, English and German speaking customers
Provide Administrative Support duties such as logging issues in the case management system, documenting information obtained using the incoming call script and managing the support case queue
Resolve customer’s complex application questions or problems via case management system (Salesforce) in the areas of system configuration / setup, product functionality and bugs/enhancements.

Chercheur Invité

Université Otto-von-Guericke

October 2013 to September 2014

Internship

Magdeburg

Germany

Introduction of a new metaheuristic-based reidentification approach
Evaluation of a previously proposed tracking method for mobile objects in video sequences
Introduction of an extended version of the tracking algorithm

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Adjunct Professor

Faculté des Sciences de Rabat

May 2012 to February 2013

Temporary Replacement

Rabat

Morocco

Network Security Basics
Introduction to computer networks

Design and development of different web-based applications for the data management.
Deliver trainings for project operators on different new tools
Development of side-application for different selling projects (Numericable, Gras-Savoye, …)

Responsable des Systèmes d'Information

Maroc Signal

October 2010 to December 2011

Full-time

Skhirat

Morocco

Design and developpment of different management application
Design and maintenance of internal routing network
Establishment and maintenance of a remote-monitoring system for the “Oudayas” tunnel
Design, developpment and deployment of the company's official website

Web Developper

Institut national de la recherche agronomique

August 2010 to September 2010

Internship

Rabat

Morocco

Development of a Web based application for fleet management
Deployment and maintenance of the provided solution
Writing of the user guide
Delivered on-site user training and support for the deployed application

A one-month long Internship within the core team.
Mission : Study of the Microwave transmission technology

Web Developper

Ministère de la Santé Publique Maroc

September 2007 to February 2008

Internship

Rabat

Morocco

Development of a WEB-based inventory management tool
Documentation and presentation of the User Guide for the inventory management tool

Education

Tracking of mobile objects in video sequences using metaheuristics

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Major: Mathematics and Computer Sciences

Option Science Math. "B"

Skills

PHP, JEE, (X)HTML, Javascript, JQuery, AJAX (xml / json), CSS, XML/XSLT, XSD. CMS : Joomla, Drupal, Wordpress, Connaissance en Prestashop

C / C++, JAVA(SWT, SWING), Assembleur, Flex, Bison, VB.net, Notions algorithmiques. Maple, Matlab (Développement d'Implémentations Scientifiques)

Symmetrical and asymmetrical encryption techniques and algorithms (RSA, El Gammal, AES...)

OSI and TCP/IP, LAN, WAN models and protocols. Network and equipment administration and network traffic analysis. Network Design

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BNP Paribas

PeopleCert

PeopleCert

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Laboratoire de Recherche en Informatique et Télécommunications

InterDAF-Leipzig

Faculté des Sciences de Rabat

Faculté des sciences de Rabat

Faculté des sciences de Rabat

Faculté des Sciences de Rabat

Goethe Institute - Rabat

Moulay Youssef High School