Mariem Naija

Expert En Ingénierie @Orange

Région de Paris, FR

Incident Management within the IT Service : Efficiently handle and process client requests, addressing issues promptly and professionally. Engage in resolving complex incidents, coordinating resources as needed to ensure swift resolution. Act as the first point of escalation for clients, managing communications effectively and coordinating with external partners to meet client expectations and maintain service standards. Problem Management: Identify recurring issues, perform root cause analysis, and develop targeted corrective action plans. Lead the implementation of solutions to prevent future occurrences, ensuring long-term reliability and client satisfaction. Change Management: Assess, prepare, and approve change requests, managing the transition from planning through to successful production rollout. Take ownership of executing complex operations, ensuring changes align with business objectives while minimizing service disruption. Proactive Maintenance and Continuous Improvement: Anticipate and prevent service disruptions by leveraging monitoring tools for early detection of issues that could impact service quality. Keep documentation current throughout the service lifecycle to ensure alignment with evolving processes and standards. Project Management: Independently manage small-scale client projects from conception to completion, ensuring high-quality deliverables and customer satisfaction. Contribute to larger projects by supporting the design and build of complex service solutions, collaborating closely with cross-functional teams. Technical Service Management: Oversee the delivery of a dedicated service, ensuring that all technical and operational aspects are in line with service level agreements (SLAs). Maintain a high standard of service delivery by proactively managing resources and troubleshooting technical issues as they arise.

Higher Institute of Computer Science of Tunis El Manar

Engineer’s Degree

Higher Institute of Computer Science of Tunis El Manar

National License Applied In Computer Science

Universidade de Aveiro

Doctor of Philosophy (Ph.D.)

National High school of Tunis: The New Era

Bachelor’s Degree

Sorbonne Université

Master of Business Administration - MBA

Orsys

Administration