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.

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.

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.

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.