EL Houssin SIDRI

Experience

• 

  BICS

  Jun 2008 - Jan 2014

  - Monitor pro-actively the quality of service and ensure maintenance and repair activities for all Voice services and network elements (NGN switches, Dialogic, SBC..).- Backup Engineer of platform’s owner- Handle the complex, sensitive (VIP) complaint (including an analysis and the identification of corrective actions).- Take part in the guard duty service and planned works.- Supports internal BICS departments in resolving technical issues encountered during their main activities (services and network assurance, service fulfilment, service managers ...)- Participates at some planned works and traffic event monitoring. Show less - Pro-active monitoring and repair network issues and quality of service degradations. - Reactive repair of customer complaints;- Coaching new colleagues.- Provide suggestions to optimise support and work processes.- Define new technical procedures or propose improvements of existing. - Support offshore/near-shore new teams during more complex cases.- Participates at 24/24hrs and 7/7 days availability (on site or on call) to solve technical problems (guard duty).- Participates at some planned works and traffic event monitoring. Show less

  • 2nd Line Specialist service Engineer

    Jan 2011 - Jan 2014

  • First Line Specialist Service engineer

    Jun 2008 - Apr 2011
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  BICS

  Apr 2014 - Sept 2019

  Senior Service Engineer

  - Assure support for all BICS Voice products and platforms (NGN Switches, CRE, SBC...)- Platform owner for Sonus, Dialogic, Telcobridges, Roamware CLI Hub..- Responsible for all the 2nd line services issues (techniques, systems or processes) - Perform incident management as well as planned works.- Ticketing coordinator and the team's KPI respect.- Responsible to correct planning, to organize the change requests and planned works within 2nd Line service team.- Follow-up network availability/quality and perform reactive and proactive maintenance action(s)- Give support to other teams in order to find solutions for complex customer complaints.- Manage the operational relationship with service providers and vendors by measuring, reporting and tracking performances/issues. - Work closely with engineering team to deploy new services- Drive network optimization in the service assurance area in order to guarantee high availability, excellent customer satisfaction and the best practices of business continuity- Manage the projects in the service assurance domain, involving network adaptations, tooling improvements or state of the art alarming and monitoring;- Assure that service engineers have the right know-how in several services, systems and technologies to guarantee an excellent service assurance (functional responsibility); Show less

• 

  Skeyes

  Nov 2019 - now

  Mid Senior Support Engineer Voice

  • Manage or participate in projects related to new systems in collaboration with the project manager in area of our expertise and this consists, among other things:  Study new Voice or VoIP systems. Monitor the evolution of the systems to be provided. Collaborate in the development of test procedures. Participate in factory testing and acceptance test. Oversee the installation and integration of new systems in the skeyes environment.• Cooperation with the team of experts in the maintenance, improvement and development of systems and this consists of:• Participate in problem analysis and collaborative solution development With system suppliers and experts.• Contribute to the design of improvements and developments with system vendors and experts.• Participate in acceptance tests for corrections, improvements, and developments It was developed by system vendors.• Perform maintenance and make improvements through system modifications.• Assist maintenance team technicians by writing and maintaining maintenance procedures, handling reported incidents or tasks, and providing system maintenance training • Provide technical or refresher training on new projects from our expertise • Collaborate with our security team in safety assessments and with our quality team to ensure quality standards are met. Show less