hardwork

IT Manager | Lead Support & Service Delivery

Sep 2024 - Present • 2 yrs

• Operational management of several technical teams: SOC (5 people), AEPG (22 people) and Customer Care (5 people). • End-to-end incident lifecycle supervision (P1/P2/P3): detection, qualification, escalation, coordination of resolu- tion, post-mortem and preventive actions. • Definition, monitoring and reporting of SLA/SLO and KPIs to customers and management. • Cross-functional orchestration during critical incidents involving Product, SRE, R&D, Delivery and external part- ners. • Industrialisation of support activities: creation and maintenance of runbooks/playbooks, procedures for monitoring critical flows, automated checks. • Prioritisation and coordination of upgrades/MTP requests and maintenance operations (internal / third-party / customer – pre/post checks). • Active participation in customer committees, operational roadmap prioritisation and follow-up of corrective action plans. • Supervision of coordination with vendors (Broadpeak, Bitmovin, Irdeto, Akamai, etc.) and management of test accesses (Prod/UAT/Preprod). • Definition of dedicated support procedures for sensitive operations (e.g. ingestion suspensions, maintenance win- dows). • Driving continuous improvement: feedback sessions, internal training, upskilling of teams. Additional responsibilities: Billing, Exports & Data • Supervision of billing batches: understanding DB statuses, coordination with billing providers and end-to-end synchronisation of batches and payment methods. • Management of DB exports & statistics: extraction of subscriptions, views and payments; integration into Grafana dashboards for business monitoring.

Service Delivery Manager | Customer Care Manager

Sep 2023 - Present • 3 yrs

• Coordination between support and operations teams to meet SLAs and ensure customer satisfaction. • Leading customer steering committees, preparing minutes and remediation plans.• Implementation of customer communication templates (Jira / email) and optimisation of the escalation process. • Organisation of product demo sessions and knowledge transfer activities (UAT/Preprod/Prod).

Team Manager | IT Operations

Aug 2022 - Present • 4 yrs 1 mo

• Supervision of EPG flows and VOD/Live services from ingestion to delivery. • Coordination of Web/Mobile/TV deployments. • Standardisation of release procedures and pre/post-upgrade checks. • Writing step-by-step guides (web configuration, Firebase, W-Access) and managing test environments. • Managing technical relationships with CDN and DRM partners, resolving media provisioning issues.