Khaoula Jemoui

Provide leadership in technical problem management and the resolution of all issues ( 3PAR System) , working closely with end customers and HPE remote and field support staff. - Identify and contribute to projects to improve product support, customer satisfaction, and team efficiency; - Be aware of and contribute to the improvement of team performance.

- Deliver proactive services and provide technical advocacy to TS Support services to Swiss customers (Nestlé, HUG, SCOTT, SITEL) - Assists the ASM (account service manager ) or TC (technical consultant) in creating an Account Support Plan (ASP) which is a living document that should assist the account team to deliver the Proactive Services the customer has purchased and includes recommendations and expectations from both parties to be successful. - Collaborate with the ASM to create a technical operational profile of the assigned customer environment in order to understand the customer technical operation. - Support Activity Reviews (Quarterly): drives the Technical Review with the customer. This includes a detailed review of all the TS Support services proactive activities. Support incident data is analyzed to help identify trends and action plans to reduce risk and recurrence.

- Technical reference for complex and critical issues. -Provide leadership in technical problem and the resolution of all issues, working closely with internal and external customers and HP remote and field support staff. - Coaching new hires - Assumes end-to-end remote responsibility for CSC Tunis in an escalation context and works those to completion. - Internal and stakeholder communication - Internal escalation point in stalled outage management cases - Develop corrective action plans to further continuous improvement - Engage with regional and local cross organizational problem management structures to further continuous improvement - Provide CSC Tunis operations / management with tailored analysis and reports - Delegate responsibilities effectively across the team members: lead, coach, support and motivate the team, and have ideas to improve best practice and commitment to get the job done (KPI metrics) - Presentation skills: present TCE performance for South Africa (as RSA Ambassador in CSC Tunis) Tool : Salesforce , ITSM

- Effectively provide technical consulting to Customers and Onsite Engineers: for HPE SAN solutions in customer environments for below area: - Switch B series Brocade. - HPE storage systems: NAS/DAS/SAN. - HPE 3PAR. - HPE MSA (Modular smart Array) - HPE EVA (Enterprise Virtual Array). - Backup on disk: D2D (StoreOnce) and VLS (Virtual Library System). - Collaborate with Technology teams to diagnose problems and identify corrective actions for customers. - Deliver a reliable customer experience with every customer contact by ensuring every service request is handled professionally. - Dealing with Business Critical Systems and meet big HPE accounts - Dealing with customers from MEMA countries who benefit for Proactive care and Datacenter Case services Technical skills: - Protocols: FC, iSCSI, FC over IP - Storage network topologies: DAS, NAS, SAN. - Storage arrays configuration ET management (3PAR (T, F, V Class), StoreServ. EVA (Enterprise Virtual Array) / XP24000 / MSA (Modular)/VLS 9000/Storeonce B6000). - FC switches: configuration, management & troubleshooting (Brocade and Cisco).