lead ITSM engineer
core42
Total years of experience :9 years, 5 Months
✓ Tunisie Telecom DSI o Leading workshops with customer operation and management team (codir) o Study and validate the solutions to implement. o Validate the costing internally and with customer o Ensure compliance with SLAs and TMA contractual commitments o Assignment and estimation of tasks o Resource allocation management o Incident management, Service Level Agreement Process, and change Management Process implementation o Integration of HPSM with third parties using web services (HPSM-CRM, HPSM-OCEANE…) and connect-it (HPSM-HPAM, HPSM-uCMDB, HPSM-LDAP) o Operation and end user customer Training o Support for ITSM platforms o Documentation (UAT, High level design, low level design, implementation document, Deployment procedure, user guide) o Study for migration from current ITSM tool HPSM to SMAX or SMA-SM o Study for platform upgrade to a higher version of HPSM and merge of platforms o Upgrade from HPSM 9.41 to HPSM 9.7 o Migration from (SRC)Service Catalog to SMA Service Portal (SMA-SP)
✓ Tunisie électronique o SMAX installation o SMAX configuration for Incident management, change management, service catalog management and integration with inventory and monitoring tool o SMAX configuration for reporting
✓ OOREDOO Tunisia DSI o OSS support o Study for migration of the fault management solution from HP temip6 to vtemip including new reporting, correlation, and integrations o Upgrade HP Service Manager 9.41 to Microfocus Service Manager 9.63 and related integrations
✓ Orange Tunisia DSI: o Customer assessment for service catalog tool Migration
✓ DU dubai DSI o Private cloud provisioning using Microfocus HCM o Low level Design documentation and Training for end users ✓ Ooredoo Algeria o Software development services related to HPE vTEMIP solution o Installation and integration with the customers's list of EMSs o Integration with Trouble Ticketing system o Internal testing and UAT documentation ✓ Vodafone Romania o Delivery for event management solution o Installation and integration with the customers's list of EMSs o Testing in different levels (internal, with customer.) o Documentation reduction and delivery (for test and implementation)
✓ Du Duabi o Installation of event management solution o Solution Delivery
✓ BCT Bank o ITSM platform support and maintenance o Customer communication
✓ Pre-sales: o Respond to RFI and RFP for software service delivery in the region of AMEA o Lead workshops and assessment meetings for new projects
✓ Resource Management o Define staffing needs o select and assess the resource skills needed o Supervise and support new recruits in team integration and the skills development o Raise in time alerts related to resources and projects progress
Environment: redhat, hp-ux, HPSM9.64, SMA-Service Portal, HPSM 9.52, HPSM9.41, Microfocus Service Manager 9.64 9.63 and 9.7, MF Connect-it, temip6, Incident Management, change management, mssql, javascript, software integration, SAOP web services, Microfocus Operation Orchestration, MF CSA, HCM, Kubernetes, docker, CDF, SMA suite, REST web services; postgresql, uCMDB 9.05, uCMDB 2020. 11, HPE vTeMIP, HPE OSS Installer, HPE Unified OSS Console
Upgrade, Installation, and configuration of SAP Business Objects Reporting using SAP Business Objects Documentation; High Level, Low-level Design, Deployment and troubleshooting guide, administration et user guide. Testing with end user remotely and on site Workshops and assessments for new projects and implementations HP Service Manager (HPSM) - temip integration mapping HPSM implementations for: Incident management, change management, SLA implementation and Service Desk