Wael TARHOUNI

- Manage team of service desk analysts, team leads and supervisors providing first and second line support for a global organization - Build up the support levels 1 and 2 staff team - Track and execute up on training requirements for the engineers. - Promote professional development of the engineering staff through performance reviews and coaching Opportunities - Align the operational services to the structure, policies and service offerings according to ITIL best practice

- Leading End to End Monitoring projects and ensuring the test and deployment phase. - Conception and integration of the OSS requests and evolutions. - Implementing correlations and remote actions triggering.

- Project leading: plans, resources, budget, health and risks. - Maintain and improve the quality of IT services delivered to the business. - End User Monitoring, Synthetic monitoring, Real User Monitoring and network performance monitoring. - Creating end to end business models, impact analysis algorithms on critical business applications and business transactions.

- Lead and manage OSS projects. - ITIL Process assessment, Gathering requirements, Solution design and implementation. - Implementation of HP Service Manager modules to support following processes: Incident, Problem, Change, Service Level Management, Service Catalog and Request Fulfillment. - Reporting automation and KPIs dashboard - OSS platforms administration, integration and enhancement (HPSM, Connect-IT, RC, UCMDB, NNM, Sitescope, OMI, OMW, Web Services…)

- Leading Ooredoo HPSM migration project from 9.32 to 9.41 - OSS solution design, ETL Data migration and conducting integration tests - Workflows enhancement and automation with Process Designer - OSS platforms administration: HPSM,UCMDB, NNMI, BSM, OMU, Temip, Netact, U2000, Traffica

- Aircom Optima adminstration Back office and front office (Umbrella project covering all network performance data) - Scheduling and automation of report generation. - Developping NOC alarms. - Implementation of the Global performance Network KPIs - Developping of GIS solution ( Display cells neighbours, helping for frequency plans implementation) - streamline the process between teams and reduce the used tools for the network performance monitoring

Networking and Telecommunications