Open to opportunities

Brahim Ettalabi

@brahimettalabi

Message

I manage IT service delivery, resolving incidents and improving SLA performance with data-driven operations.

Germany

Message

What I'm looking for

I’m looking for a role where I can lead IT service delivery end-to-end—incident/problem management, SLA ownership, and continuous improvement—collaborating with teams and stakeholders to keep systems reliable and users productive.

I’m a Service Manager focused on managing IT service delivery and keeping systems reliable. I handle incidents, problems, and escalations, coordinate system changes to minimize user disruption, and make sure service levels defined in SLAs are met. I also work closely with internal teams, vendors, and stakeholders to keep services aligned with business needs.

Previously as SENIOR TECH SUPPORT L2 at Zebra Technologies, I led incident and problem management and resolved escalated technical issues. I supported mobile device deployment for hotfixes and other upgrades, and I enhanced service desk operations through continuous development, training, and change management. I used statistical analysis and business intelligence tools to identify root causes and drive data quality improvements for operational efficiency.

Earlier, I led QA work at Setco Technology Solutions, completing a large software project on time and within budget while testing applications developed with TypeScript and JavaScript using Selenium and TestRail. Before that, I worked as a Network Engineer at AT&T Global Networks s.r.o, implementing incident management processes and applying service operation practices for Oracle and ERP CRM order processing. Across roles, I’ve built a strong track record of improving service quality, escalating complex issues effectively, documenting knowledge, and training others.

Experience

Work history, roles, and key accomplishments

Current

Service Manager

Current

Büro- und Beratungsservice Gromes Ug

Feb 2025 - Present (1 year 4 months)

Managed IT service delivery to keep systems reliable, handling incidents, problems, and escalations while meeting SLA-defined service levels. Coordinated system changes with internal teams and vendors to minimize user disruption and align services with business needs.

IT Service Management Incident Management Problem Management SLA Management Change Management Stakeholder Management Vendor Management

L2 Tech Support

Zebra Technologies

Aug 2024 - Feb 2025 (6 months)

Led incident and problem management, resolving escalated technical issues and supporting mobile device deployments for hotfixes and upgrades. Improved service desk operations through continuous development, training, change management, and root-cause analysis using business intelligence tools.

Change Management Statistical Analysis Business Intelligence Root Cause Analysis Incident Management Problem Management Mobile Device Management (MDM)Service Desk Operations

QA Engineer

Setco Technology Solutions

Feb 2023 - Jul 2024 (1 year 5 months)

Led a team of QA engineers to deliver a large software project on time and within budget. Performed automated and manual testing with Selenium and TestRail for TypeScript/JavaScript applications, while troubleshooting CRM hardware and software issues to improve customer satisfaction.

Quality Assurance Selenium TestRail Manual Testing Test Automation TypeScript JavaScript Troubleshooting CRM Root Cause Analysis

Network Engineer

At&T Global Networks S.r.o

Jan 2020 - Jan 2023 (3 years)

Implemented incident management practices to diagnose and resolve internet, landline, and email issues efficiently. Applied service operations for Oracle and ERP/CRM order processing to maintain availability, and supported continuous service improvement through knowledge management and ticket optimization.

Incident Management IT Service Management Oracle Knowledge Management Continuous Improvement Trouble Ticket Optimization

Junior Manager

Ml Zwei GmbH

Apr 2017 - Jan 2020 (2 years 9 months)

Coordinated procurement and production operations to ensure timely stock replenishment and adherence to design specifications and customer orders. Managed logistics partnerships to deliver shipments on time and provided pre- and post-sale support for special requests.

Procurement Coordination Production Supervision Logistics Management Customer Service