Khaled Masmoudi

Responsible for the management of both the service and people assigned to my department as well as provision of experts on solutions on various services. Provide coaching and line management to a team over 25 employees (Technical Specialists, Quality Analyst, Focal Points, Team Leader/s, Subject Matter Experts, etc).

People management:
-Performance management
-People development and coaching
-Retention and attrition management
-Manage band and salary structure
-Develop and implement an “end-to-end-HR-process”
-Foster teamwork and inclusion among all employees - across locations, cultures and geographies

Cost management
-Department expenses management
-Cost take-out initiatives and cost saving
-Confirm BaU FTE status and plan with IMT and tower leader

Compliance management
-IT Security and Business Control as defined in Services Statement of Work
-Compliance reporting and evidence

My position is mainly to be dedicated to the customer requests and needs. Respond and show initiative and conduct to resolution all issues which appear in the way of implementing and maintaining the infrastructure of complex platforms and technologies. Arrange and allocate resources withing the team to execute changes on the production to ensure 100% of availability. Direct followup with the client and ensure positive feedback and good branding of the company by high level delivered services

Main responsibilities are:
- Change management, Incident management;
- Documentation maintenance;
- Continuous service improvement;
- Team management to ensure internal communication transparency;
- Level 3 Microsoft Windows Server systems administration;
- VMware infrastructure administration;
- Systems maintenance and upgrades;
- System monitoring and backup.

Working as contractor for IBM at Wrocław GSDC

Main responsibilities are:
- Level 2 and 3 Microsoft Windows Server systems administration;
- VMware infrastructure maintenance and administration
- Day to day support;
- Systems maintenance and upgrades;
- System monitoring and backup
- Documentation maintenance;
- Continuous service improvement.

* L1/L2 tickets resolution
* Queue/ Escalation management
* Backlog management
* Client servicing for French/English and Arabic speaking customers
* LAB configuration/ Servers maintenance
* Trainings for L1 level Engineers

* Project Management
* Looking for new partners in possible markets
* Analyzing tenders and participating in offer submission
* Client servicing and technical support
* Traveling within strategic markets and meeting with the clients
* Writing technical documentation in French and English for metering devises and metering systems