Khalid Arbaoui

Act as primary escalation point for high-priority incidents, ensuring rapid resolution and
service continuity
Manage critical incidents across multiple accounts, maintaining SLA compliance and
minimizing downtime
Prepare and present KPI reports and governance reviews to clients and stakeholders
Coordinate spare parts logistics and vendor operations to meet contractual SLAs
Drive service improvement by analyzing recurring issues and implementing corrective
actions

Resolved technical incidents using Salesforce ticketing system in line with SLA severity
levels
Handled escalation of complex issues to field engineers, ensuring permanent resolution
Delivered clear documentation and communication to end-users and stakeholders
Supported infrastructure stability and minimized downtime across enterprise clients