Experience

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  DXC Technology Morocco

  • Morocco
  • IT Services and IT Consulting
  • 500 - 600 Employee

  • ServiceNow Capability Manager

    • Apr 2019 - Present

    - Responsible for the entire ServiceNow activity within the entity- Managing and monitoring ServiceNow TMA projects, from initiation to production deployment- Coordinating client request management (planning, estimation, risk management, budget management, and invoicing)- Chairing the monthly steering committee to ensure project alignment with the company's strategic objectives- Managing the ServiceNow team's resources to ensure service quality and customer satisfaction- Leading optimization and automation projects to improve service efficiency and quality

  • Service Desk Delivery Manager

    • Oct 2013 - Apr 2019

    IT Delivery Manager for international accounts:- Leading and managing a team of 30 N1/N2 technical support technicians to ensure fast and effective resolution of technical issues- Defining and implementing strategies to improve customer satisfaction and reduce critical system downtime- Monitoring and managing the performance of technical support teams to ensure service quality- Analyzing performance indicators to assess the effectiveness of technical support and identify areas for improvement- Coordinating activities with other company teams to ensure quick problem resolution- Managing SLAs (Service Level Agreements) and customer satisfaction

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  Devoteam

  • Rabat, Morocco

  • Technical Support Engineer/ITSM Consultant

    • Feb 2009 - Sep 2013
    • Rabat, Morocco

    Duties: Project Management & Managed Services - BMC Remedy ARS application level 2 support- Development and enhancement of the application based on BMC Remedy ARS 7.x depending on client's requirement- Various customizations in ARS remedy to accommodate s/w installation request and authentication flows- Maintain, update, improve, test, assemble & release data in multiple formats.- Installation, Configuration and Patching on Remedy Server- Product Catalog and operational catalogue design and implementation- Customer Data gathering, data analysis, data sorting- Installation, configuration and customization of Service Request Management on ITSM 7.xEnvironment: Windows Server 2003, SQL Server 2005, ARS Server V 7.x, ITSM (IM, CM, AM, PM; …)

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  HP CDG IT Services Maroc

  • Rabat, Morocco

  • ITO Incident Manager

    • Nov 2007 - Feb 2009
    • Rabat, Morocco

    - Analyzed all escalated application issues across production environment, identified potential risks and impacts, and interfaced with global team to ensure resolution met established Service Level Agreements (SLAs),- Analytical problem solver with proven expertise in evaluating, planning, defining and implementing innovative solutions to minimize impact, enhance quality, and ensure optimal uptime of critical systems and services across distributed environments.- Spearheaded the introduction and adoption of Change Management and Peregrine tools across IT Risk Analysis Group to automate the capture of changes and incidents across portfolio of applications- Functional areas of responsibility spanned business impact analysis, risk assessment, issue resolution, change management, process improvement, project planning and management, documentation and status reporting

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  Sitel

  • Rabat, Morocco

  • Technical Support Specialist for Lexmark Printing Solution

    • Nov 2004 - Oct 2007
    • Rabat, Morocco

    Client: Lexmark Printing Solution- Customer Service / Advanced L2 Support- Managing/Monitoring technical support teams- Configuration and implementation of the printing solutions