About the job
We are seeking our future Senior Support Engineer – CDI – Rabat, Casablanca, or Oujda.
You will be responsible for managing and overseeing IT services, with a strong emphasis on transitioning projects into daily operations (BAU) and ensuring operational excellence.
Your Responsibilities:
- Lead IT operations, including service management and process direction for MIM/IM.
- Ensure effective management of operations.
- Apply ITIL best practices (incident, problem, change management, service transition, capacity management).
- Coordinate the transition of projects to BAU, ensuring complete operational readiness and formal acceptance of services.
- Utilize and administer ITSM platforms, particularly Jira Service Management.
- Leverage observability tools (Kibana, Splunk, Datadog, Prometheus, New Relic) for monitoring and analysis.
- Manage infrastructure and application operations across cloud environments (AWS, Azure, GCP), Angular frameworks, networks, databases, and middleware.
- Communicate effectively and manage stakeholders with calm and decisive leadership during crisis situations.
- Analyze trends, plan capacity, and produce relevant reports.
- Simultaneously manage multiple projects in a dynamic and fast-evolving environment.
