Osama Samarrai

Experience

• 

  T-Systems Malaysia

  Jul 2017 - Nov 2017

  Internship

  During my time there, we were able to finish two projects of automation: - Automating the generation of the monthly Capacity Report which shows capacity info of the NetApp Storage. - Automating the generation of INM Backlog Report which shows a summary of INM backlog summarized for each Assignment Group. My daily job there involved (ITIL): - L1 and L2 tickets: Monitoring the Event queue in HP Service Manager and performing the first level check on servers. - Working on process gaps and following up with L3 engineers to increase work efficiency. Helped to lower down the ticket backlog to 50%. Show less

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  T-Systems Malaysia

  Jun 2018 - Jan 2021

  System Engineer

  Roles and Responsibilities at Virtual Service Operations included:- Change Coordination (ITIL)My task was to align with multiple teams across multiple timezones and make sure that all teams are on the same wavelength to implement critical changes within the downtime provided by the customer.- Incident Management (ITIL)Monitor the HPSM for any incoming incident or event ticket and handle it accordingly.Make sure that all tickets are handled and follow-up to resolve them within the agreed SLA.Perform the 1st and 2nd level check on Linux servers.Created Client-Side AI to handle the most common tickets automatically.- Generating Reports (Automated)Sending daily reports to L2 and L3 engineers of tickets with short SLA to prioritize.Sending weekly and monthly trending reports of Event tickets to prevent potential business impact. Show less

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  MBL Hightech

  Mar 2022 - now

  Frontend Web Developer / Scrum master