Salim Akkari

L2 Support Management: Management and resolution of critical incidents, advanced administration of ticketing tools (Jira/ServiceNow), and root cause analysis (Problem Management). Microsoft & Environment Administration: Complete management of Windows 10/11 environments, configuration of Group Policies (GPO), and user account administration under Active Directory; global supervision of the Microsoft 365 suite. Infrastructure Projects: Technical management of park migration campaigns (Hardware & Software) and centralized deployment of security patches. Service Quality: Rigorous monitoring of Key Performance Indicators (SLA, KPI) and regular reporting to the IT department to optimize Helpdesk responsiveness.

Technical Project Management: Direction of complex projects for integrating business applications into the global IT system, complete management of the solutions lifecycle (Build & Run). Architecture & Integration: Supervision of data flows (API, Web Services) and ensuring technical consistency between new tools (CRM/ERP) and existing infrastructure. System & Security Administration: Fine-grained management of access rights, user profiles, and strict application of data security policies according to group standards. Release Management (DevOps): Implementation and optimization of CI/CD deployment pipelines using GitLab to automate production releases and drastically reduce technical errors. IT Documentation: Writing technical specifications and Technical Architecture Documents (DAT) for operational and support teams.

Functional Coordination: Operational supervision, daily animation, and coordination of an on-site support technician team to ensure the achievement of resolution objectives. Park Management (ITAM): Overall responsibility for the lifecycle of IT assets (PCs, mobile devices, printers) and component stock management via ServiceNow. Imaging & Deployment: Design, preparation, and industrial deployment of workstation system images and associated network configurations. Advanced Technical Support: Handling and resolution of complex level 2 hardware and software failures, and technical interface with third-party manufacturers.