Ismaël Ousmane ZEBA

En résumé

Entreprises

• Orange - Service Management | Direction Système d'Information et du Digital

  Informatique | Ouagadougou 2019 - maintenant . Responsible for the effective implementation of the Incident Management process and carries out the corresponding reporting.
  . Responsible for managing the lifecycle of all Problems. My primary objectives are to prevent Incidents from happening, and to minimize the impact of Incidents that cannot be prevented.
  . Control the lifecycle of all Changes. My primary objective is to enable beneficial Changes to be made, with minimum disruption to IT services.
  . Responsible for maintaining a positive relationship with customers, identifying customer needs and ensuring that the service provider is able to meet these needs with an appropriate catalogue of services.
  . Responsible for planning and coordinating the resources to deploy a major Release within the predicted cost, time and quality estimates.
  . Responsible for negotiating Service Level Agreements and ensuring that these are met.

• IBM - Service Management Leader

  Informatique | Ouagadougou 2017 - 2018 . Responsible for the effective implementation of the Incident Management process and carries out the corresponding reporting.
  . Responsible for managing the lifecycle of all Problems. My primary objectives are to prevent Incidents from happening, and to minimize the impact of Incidents that cannot be prevented.
  . Control the lifecycle of all Changes. My primary objective is to enable beneficial Changes to be made, with minimum disruption to IT services.
  . Responsible for maintaining a positive relationship with customers, identifying customer needs and ensuring that the service provider is able to meet these needs with an appropriate catalogue of services.
  . Responsible for planning and coordinating the resources to deploy a major Release within the predicted cost, time and quality estimates.
  . Responsible for negotiating Service Level Agreements and ensuring that these are met.

• IBM - Incident & Change Manager, Service Coordinator | Service Management

  Informatique | Ouagadougou 2011 - 2016 As Incident Manager, responsible for :
  - developing and maintaining the incident management system
  - ensuring that incidents are moved effectively through first, second and third line, as appropriate
  
  As Change Manager :
  Ensure that standardized methods and procedures are used for efficient and prompt handling of all changes, in order to minimize the impact of Change-related incidents upon service quality, and consequently to improve the day-to-day operations of the organization

• Bharti Airtel - Chargé du Centre de Services Informatiques et Techniques

  Informatique | Ouagadougou 2008 - 2011 I was appointed as the first Senior Service desk analyst when AIRTEL decided to have a functional Service desk. I was responsible for organizing the Service desk with procedures and providing first level support through taking calls and handling the resulting incidents or Service requests, using the incident management and request fulfillment processes, in line with Service desk objectives.
  I was responsible for producing statistics and management reports, representing the Service desk at meetings, liaising with the specialists and the management.

• Zain - One Network Coordinator (Coordinateur du Réseau Unique Zain)

  Informatique | Ouagadougou 2007 - 2008 When Burkina Faso was added in the "One Network"​ (the world's first borderless network across Africa & Middle East), I was appointed as the first One Network Coordinator at the Customer Care Service. I was responsible for organizing the One Network Escalation Desk and the Customer Care Service with procedures, and building a One Network Information Database used by CELTEL Burkina Faso.
  I was responsible for analyzing the In and Out roamers complaints and ensuring the end use on the One Network platform, liaising with the different coordinators for tests and functionality purposes.
  I was also producing reports to the top management and making recommendations for improvement.
  Besides the One Network, I was also responsible for handling the traditional Roaming complaints, handling international and local calls issues, and driving set up of GPRS parameters on mobile phones
  

• CELTEL Burkina Faso, Direction Marketing, Customer Care - Customer Care Representative

  Informatique | Ouagadougou 2006 - 2007 As Customer Care Representative, I used to receive inbounds calls and interact with customers to provide assistance and answers to inquiries involving CELTEL products and services.
  I used to document all calls and follow-up complaints with the back office for resolution

Formations

Pas de formation renseignée

Réseau

• Alain KIENDREBEOGO

• Charles OUEDRAOGO

• Cheik Omar BARI SANKARA

• Gedeon MBAINAISSEM

• Innocent SYRI

• Marius KOGO

• Pélé Abraham KONÉ

• Stephane ROMBA

• Toussaint ILBOUDO