Salah Eddine Bentassil

Regular communication with the client and management throughout the handling of high-priority incidents. Coordination and facilitation of crisis meetings involving appropriate technical resources for incident resolution. Participation in weekly meetings concerning major incidents. Generation of analysis reports upon request, as per management's needs. Monitoring and overseeing incident handling. Taking charge of and coordinating high-priority incidents. Analyzing incident handling trends. Reporting incidents to service managers and recurrences to problem management, where applicable. Ensuring the quality of incident recording and tracking. Defining and tracking metrics to provide daily, weekly, and monthly reports to ensure SLA compliance. Adhering to incident management processes and ensuring assigned tickets are processed correctly according to the process. Collaborating with external resolution groups, including on-site support teams, to meet and exceed service level objectives. Monitoring and overseeing incident handling (prioritization review, communication control, follow-up). Managing the change management process according to the ITIL framework.

Representing the incident management team in committees or cross-functional working groups. Contributing to the establishment and monitoring of incident management team performance objectives, in alignment with strategic company goals. Presenting proposals for improving incident management processes to management for approval. Working collaboratively with other teams to ensure proposed improvements are consistent with overall company objectives.

Participation in the continuous improvement of the incident management process by discussing difficulties encountered during the weekly technical meeting and proposing solutions. Representing the incident management team in committees or cross-functional working groups. Contributing to the establishment and monitoring of incident management team performance objectives, in alignment with strategic company goals. Participating in defining problem prioritization and classification criteria within the ITIL problem management framework. Contributing to the implementation of an Agile approach for problem management in collaboration with IT teams. Analyzing incident data to identify trends and recurring problems and recommending improvements. Contributing to the update of the knowledge base for articles relevant to problem management. Collaborating with support teams for rapid problem resolution. Providing metrics on problem management performance to evaluate service quality. Participating in problem management process reviews to ensure continuous improvement. Providing information on critical problems to communicate to managers and relevant teams for quick and effective decision-making.

Analyzing the need for change in processes, systems, or technologies. Developing detailed plans for change implementation. Assessing the impact of change on teams, processes, and the organization as a whole.

Promptly responding to user calls and effectively resolving their issues by asking relevant questions and rephrasing their explanations.

Meticulously documenting all user interactions and solutions provided for precise tracking of encountered problems. Assisting in resolving issues related to business applications or specific software. Performing application-level debugging and testing. Ensuring the proper functioning of servers and other technical infrastructure. Collaborating with other teams (networks, development, etc.) to resolve advanced technical problems. Participating in the continuous improvement of the incident management process by discussing difficulties encountered during the weekly technical meeting and proposing solutions. Representing the incident management team in committees or cross-functional working groups. Contributing to the establishment and monitoring of incident management team performance objectives, in alignment with strategic company goals. Participating in defining problem prioritization and classification criteria within the ITIL problem management framework. Contributing to the implementation of an Agile approach for problem management in collaboration with IT teams. Analyzing incident data to identify trends and recurring problems and recommending improvements. Contributing to the update of the knowledge base for articles relevant to problem management. Providing information on critical problems to communicate to managers and relevant teams for quick and effective decision-making.