Hamza Sghaier

Focal point
Dispatcher

- Managing incidents from mutualized IBM customers.
- Performing remote investigation and analysis of the incidents.
- Providing support and troubleshooting of AS400 production systems
- Recommending resolutions and/or escalating complex incidents.
- Updating incidents and coordinating the workflow among other groups to ensure continuity.
- Managing hardware interventions :
o Opening requests for technical interventions with IBM Providing guidance for technician during the intervention
o Validation or escalation of complex incidents
- Implementing and updating technical documentation.
- Managing and preparing tapes for scheduled backups.