Profil professionnel
Vue d'ensemble
Expérience
Formation
Compétences
Informations complémentaires
Langues
Chronologie
Generic

Hakima OUAKKA

Process manager

Profil professionnel

Experienced in project management and management functions, I would like to put my skills to your benefit. Solution-oriented and a good communicator, I know how to manage a team and achieve the goals set. My good interpersonal skills and sense of initiative are valued.

Vue d'ensemble

20
20
years of professional experience
2004
2004
years of post-secondary education

Expérience

Process manager (Incident - Problem)

Inetum
Casablanca
04.2025 - Actuel
  • Overseeing change, problem, and incident management processes in the IT department. Work with different technical services to minimize the impact of incidents, resolve problems quickly, and implement changes effectively to improve system stability and operational efficiency
  • Coordinates and manages critical Incident Management events relating to restoration of service. Responsible for communication of critical Incident status to all key stakeholders
  • Post analyze and understand causes of an incident, and how to eliminate that root cause. minimizyng future impact

Major incident manager

CGI
07.2024 - 11.2024
  • Coordinated multi-departmental responses, leading to efficient handling of crisis situations.
  • Reduced risk by establishing critical incident management processes.
  • Ensured quick problem resolution with the implementation of effective troubleshooting techniques.
  • Connected various departments through regular liaisons that led to improved interdepartmental communication during crises.

IT Manager

LEYTON
11.2019 - 06.2024
  • Documented software development methodologies in technical manuals to be used by IT personnel in future projects.
  • Identify and analyze recurrence incidents and provide best solution.
  • Make updates about major KPI with the clients.
  • Create SLA for IT operational functions and help desk operations.
  • Lead project teams in the successful completion of complex IT projects, ensuring timely delivery within budget.
  • Provided training sessions on new technologies and best practices, enhancing team members knowledge and skills in IT consulting.
  • Managed life cycle replacement of hardware, software and applications.
  • Discussed project progress with customers, collected feedback on different stages and directly addressed concerns.
  • Participated in team projects, demonstrating ability to work collaboratively and effectively.

Service Desk sr Analyst

DELL Services
05.2010 - 05.2018
  • Ensuring hardware and software support for multiples customers.
  • Manage and maintain the knowledge base.
  • Maintained detailed documentation of incidents and resolutions, adding future troubleshooting efforts.
  • Conducted regular reviews of SLA to identify areas for improvement and implement enhancements accordingly.
  • Escalated critical incidents appropriately while maintaining clear communication throughout resolution process.
  • Exercised leadership capabilities by successfully motivating and inspiring others.
  • Participated in projects as needed, providing valuable input from a technical perspective to ensure seamless integration with existing systems.
  • Provided professional services and support in a dynamic work environment.
  • Ability to handle multiple projects.
  • High level of diagnostic methodology, and strong ITIL knowledge.

Service Desk Technician

DELL
01.2007 - 05.2010
  • Deliver service within agreed SLA.
  • Assist other IT department and collaborate with many stakeholders as Process managers, Knowledge managers, Coaches, Trainers.
  • Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.

Technical representative

Eurocall
01.2006 - 01.2007

Sales representative

TRANSCOM
01.2005 - 01.2006

Formation

ITIL intermediate -

Internal Dell Awards
11.2009 - 01.2010

Dell Award - communication skill

Diplôma IT Management -

Eurelec
01.2002 - 01.2005

Baccalauréat -

AL WAHA

Compétences

  • Fast-learner
  • Hardware / Software
  • ITSM expert
  • Excellent communication Skills
  • Agile Methodology
  • ITIL Framework
  • Task Prioritization
  • Decision-Making
  • Analytical Skills
  • Project Planning

Informations complémentaires

  • Passion for foreign cultures
  • Lecture
  • Ecology

Langues

English
Bilingue
French
Bilingue
Arabic
Bilingue

Chronologie

Process manager (Incident - Problem)

Inetum
04.2025 - Actuel

Major incident manager

CGI
07.2024 - 11.2024

IT Manager

LEYTON
11.2019 - 06.2024

Service Desk sr Analyst

DELL Services
05.2010 - 05.2018

ITIL intermediate -

Internal Dell Awards
11.2009 - 01.2010

Service Desk Technician

DELL
01.2007 - 05.2010

Technical representative

Eurocall
01.2006 - 01.2007

Sales representative

TRANSCOM
01.2005 - 01.2006

Diplôma IT Management -

Eurelec
01.2002 - 01.2005

Dell Award - communication skill

Baccalauréat -

AL WAHA
Hakima OUAKKAProcess manager