Najd El Harrag Email & Phone Number

Luxembourg

• OSS domain
• Review, interpret and respond to business requirements specifications to ensure alignment between customer expectations and current or future Digital capabilities and the strategic plan
• Provide input to the strategic direction of technology investments to assist in the development of the enterprise architecture and maximise the return on technology investment
• Define and design technology solutions to assist the business in meeting their business objectives including technology solutions and changes to service, process and/or operating models
• Develop and implement technology solutions to ensure solutions are implemented as expected and to agreed timeframes
• Design and delivery projects from inception through functional analysis of requirements, the approval process for business case development, project execution and operational handover to align technological solutions.

Luxembourg

• Manages BSS Zsmart operations, people and overall ICT resources for different customers in EMEA region
• Implement and maintain a designated part of ICT operation ensuring that activities are conducted in accordance with organizational rules process and standards
• Plan changes and implement them in accordance with organizational strategy and budget.
• Risk assessment and ensures the effectiveness of the ICT infrastructure
• Budget plan, HR development, sustainable ICT policy
• Coordinate activities from end to end and staff management

Lisbonne, Portugal

• The R&D L4 Manager is the primary point of contact and manager for all customer related support activities as well as help to drive the overall product quality. Key Responsibilities / Functions:
• Interface to customer support teams and Review and prioritize R&D support tickets
• Escalate into management if assistance is required. Act as escalation point for customer outages and emergencies that require R&D help.
• Hot fix/ patch coordination. Monthly outage summary and review.
• RCA creation and review. Act as Quality Lead for Policy product.
• Creation of alerts to notify customer teams regarding key product issues.

Lisbonne, Portugal

• Acts as trustable advisor with detailed technical knowledge of customer network as well as PCRF product expertise.
• The primary technical liaison between the customer and Nokia Care organization for technical support activities and builds trusted advisor relationship with the customer.
• Represents the Technical Support Service in front of customer, managing tricky situations and conflict resolutions.Represents customer (interests) within Nokia for Technical Support Service activities.
• Provides customer-facing communication regarding operational, technical and quality issues. Makes timely recommendations to customers. And analysis of Product Release notes and Alerts to the customers.
• Provides technical guidance for Upgrades/Retrofits. Supports Emergency Management team in technical aspects of Outage management
• Maintains information about customers network in relevant databases.

Morocco

Presently working as Customer Support Engineer (level 2) (certified customer outage technical engineer ) – OCS and PCRF product for Nokia Having different roles  Providing operation and deployment support on Alcatel Intelligent Network (OSP 2.3, OSP 2.4, PPS, ICC, and CRE, Major feature/services supported Voice,data,USSD) platform to International.

Mediation and Provisioning Solution: KPSA for Kabira Mobile Activation: KPSA, BSCSMember of the integrator Team, tests of the delivery ( more than 9 millions customers):