Jaouad Nabil Email & Phone Number

Sundbyberg, Stockholm County, Sweden

Stockholm, Stockholm County, Sweden

• Successfully contributed to the consolidation of Operations Centers, reducing by that the number of silos and allowing the best use of alerts aggregation in ServiceNow.• Increase vendor´s adoption rate of shift-left approach for auto-healing, improved MTTR and reduced cost.• Drive initiatives to increase data re-usability and correlation to enhance real-time monitoring.• Drive initiatives to harmonize OLAs & SLAs of services having dependencies on the same business process.• Collaborate with ITIL Management teams to streamline our processes for better value/effort ratio.• Led and provided the inputs to create the Operating Model for the “Follow-the-Sun” Monitoring Service.• Provide monitoring requirements for Splunk SMEs and Data Analysts to create E2E Business Process Monitoring dashboards.• Lead and participate in the creation of the team´s OKRs and backlog and help with prioritization of use cases.• Remove impediments to help the team achieve the objectives and protect them from work overload.

Stockholm, Sweden

• Monitor the performance of the Operation Centers and ensure their alert response time always meets the KPI´s target.• Generate reports to identify reoccurring alerts and engage with the respective teams to permanently resolve the problems and increase the stability of their services.• Manage the Knowledge base content and its lifecycle to ensure having the right instruction for the right alert.• Measure the number of incident reassignments to prevent bouncing tickets and high MTTRs.• Measure the data quality in ServiceNow to enhance events correlation and reduce manual incident creation.• Prepare reports for stakeholders to follow up on the service quality and highlight areas of improvement.

Stockholm, Sweden

• Assess, coordinate and make sure standardized IT infrastructure solutions are implemented in the group´s facilities.• Work in close cooperation with external partners and providers, Country IT, technicians and project managers.• Initiate and handle capacity planning and trend analysis.• Coordinate and follow up on hardware, licenses, ISP lines and service deliveries.• Review, negotiate offers and handle relations with the global suppliers and vendors.• Responsible for the maintenance of documentation, improving processes, routines and tools.• Responsible for the onboarding and the training of new team members.

Stockholm, Sweden

• Monitor and troubleshoot H&M IT landscape globally (servers, applications, integrations, POS Transaction files, networks in stores, offices, data centers and warehouses). • Incidents resolution, daily tasks and service requests.• Participate in Operations daily standups and provide monitoring insights to the audience.• Create and update the documentation and the monitoring instructions for the team.• Collaborate with CIs owners to understand the monitoring needs and to follow up on reoccurring alerts.• Create requirements for the monitoring SMEs and test solutions.• Responsible for the onboarding and the training of new team members.

Rabat Metropolitan Area

Rabat, Morocco

configuration and reparation of Gestetner multifunction Copiers/Printers/Faxes/Scanners.

Rabat, Morocco

• Troubleshoot and solve incidents impacting Services provided to customers (Internet, Telephony, TV).• Assist customers with installation and configuration and ensure all services are available with high quality.• Assist and support other team members with service requests.