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Abdessalam AHROUCH

  • Lombard Odier (Europe) SA
  • Head Of Availability Management

Luxembourg

En résumé

IT Strategy
IT Service Management
IT Operations

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Entreprises

  • Lombard Odier (Europe) SA - Head Of Availability Management

    Informatique | Luxembourg 2024 - maintenant Develop availability management strategy
    Lead incident response efforts during service disruptions or outages.
    Drive root cause analysis and problem resolution activities to address recurring incidents and underlying issues affecting service availability.
    Meet with customers on a regular basis to carry out service reviews against SLA expectations.
    Identify opportunities to enhance infrastructure resilience, streamline processes, and optimize service availability through automation and innovation.

  • Arendt & Medernach - Service Performance Management

    Informatique | Luxembourg 2020 - 2024 Proactively monitor and analyze IT service performance, identifying areas for improvement.
    Develop and maintain key performance indicators (KPIs) and service level agreements (SLAs) to guarantee high-quality service.

  • Proximus Luxembourg SA - Service Level Manager

    Informatique | Luxembourg 2017 - 2020 Responsible for drafting processes for Request and Service Level Management
    Oversight of the Service Catalogue definition project
    Accountable for process quality and compliance with applicable regulations, technical architecture, and contractual requirements
    Manages the process lifecycle and the production of related documentation (internal and client)
    SPOC for any process-related changes
    Promotes and advocates processes across teams to ensure adherence
    Responsible for coordinating and planning activities related to performance, monitoring, and reporting (internal and client)
    Tracks and reports on operational performance

  • Avantida NV - Support Desk manager

    Antwerp 2015 - 2016 Service Desk Manager

  • KPN - Incident Manager

    Informatique | Madrid 2014 - 2015 IT Service Manager (Incident Management)

  • Atos - External Consultant - Operations Manager for KPN Service Desk

    Informatique | Bezons 2010 - 2014 IT Operations Manager of the Atos NOC for KPN MVNE (Simyo, Ortel)
    Coordinate incidents involving multiple suppliers
    Follow up on day to day ticketing
    Vendor relationship management

  • American Express - Risk Analyst

    Madrid 2009 - 2010 Working as Credit and Fraud Analyst in the Authorization Department

  • Hewlett Packard Enterprise‎ - Team Manager for GM CAC

    Madrid 2008 - 2009 Team Manager of the General Motors Customer Assistance Center
    Supervision of over 25 Customer Service Representatives

  • Clientlogic - Technical Representative

    Informatique | Troyes (10000) 2005 - 2007 Agent Helpdesk pour SFR (ex-Neuf Telecom)

Formations

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