Hamza A.

Incident analysis and resolution: Handling tickets related to network and security incidents, identifying causes, and implementing solutions within the best possible timeframe.

• Proactive monitoring: Managing alerts from monitoring tools, with rapid intervention to ensure infrastructure stability and security.

• Analysis, planning, and implementation of change requests on network and security infrastructures.

• Steering and/or execution of cross-functional projects: Leading and/or carrying out network and Wi-Fi projects for infrastructure deployments.

• Maintenance and updates: Performing preventive and corrective maintenance operations on network equipment (switches, firewalls, IAP access points) to ensure up-to-date and functional infrastructure.

• Coordination with external partners (Orange, Colt, etc.) and manufacturers for major incident resolution, and follow-up of escalations if necessary.

• Documentation: Writing and updating procedures, processes, and technical documentation (operating procedures, guides) to ensure business continuity and team skill development.

• Incident Management: Handling and resolving incidents via the Hermès tool

• Project Management: Monitoring projects and deliverables until their completion

• Documentation: Updating and populating the user knowledge base

IT equipment setup On-site equipment configuration Incident Management User request reception