Job description

Company culture :

Sofrecom Maroc stands out for its strongly collaborative culture, where people, trust and employee well-being are central priorities. A close management approach promotes support, accountability and long-lasting teamwork. This collaborative foundation is complemented by a notable innovation dimension, encouraging initiative, agility and experimentation. Structured processes ensure reliability and operational efficiency, while performance-driven practices play a more supportive and balanced role.

You will be part of the Transverse Application Support and Data Expertise (SATED) department, whose mission is to provide functional support – known as level 3 support – and maintenance of the information system with the goal of improving service quality at the best quality/cost ratio.

As a talented support/run engineer, your main mission is to carry out the very varied activities of level 3 support, maintenance, and Service Quality improvement for one or more information system applications, acting as a referent or backup.

The most complex incidents/anomalies are handled at level 3 and will therefore require strong functional and technical skills on the applications you will be responsible for.

For certain applications, under SATED operational management, you may also participate in the development of evolutionary and corrective versions.
In this context, you will also focus on creating and developing the necessary synergies between different partners (operational management, project management, operators, business representatives...) to achieve service quality objectives and meet commitments made to our clients.

Your main activities will be:

• Support / Service Operations:

• Analysis and treatment of incidents/anomalies from application users or customer complaints.
• Preparation, execution, and monitoring of service operations (querying the database, mass updates, etc.) recurring operations, such as analyzing and processing orders in error, database operations.
• Collaboration with the operator (environment manager) for the treatment of production incidents.
• Participation in skill development and transfer of activities to support levels N1 (N1 being the first level of anomaly reception) and N2.

• Maintenance:

• Maintenance management: managing correction priorities in collaboration with IT development (MOE)/business (MOA).
• Tracking production bugs and reporting them to projects for correction.
• Monitoring production deployments.

• QS Improvement / Reporting:

• Analysis of recurring incidents and proposal of solutions: writing Change Requests (CR) – Identifying problems.
• Leading error treatment progress meetings.
• Contribution to meetings for the Analysis and Improvement of the quality of applications within your scope.
• Development of improvement proposals concerning data, workflows, or recurring operations through complementary or integrated software.

With higher education in Computer Science, you have at least 3 years of successful experience in application support.

Skills sought:

• Good command of Java and ability to read and analyze existing code.
• Proficiency in SQL (data analysis and manipulation).
• Proficiency in SHELL Scripting.
• Proficiency in Unix or Linux Operating Systems.
• Knowledge of Web Services (SOAP, WSDL) and inter-application exchanges.
• Ability to analyze and process XML and JSON files.
• Ability to analyze application logs, identify anomaly scenarios, and detect bugs.
• Ability to write clear, structured analyses understandable by technical and non-technical stakeholders.
• Strong synthesis skills.
• Ability to manage and oversee multiple subjects in parallel, ensuring their progress to resolution.
• Organizational skills, ability to prioritize and effectively qualify subjects.
• Ability to identify and implement optimization and automation actions to improve service quality and performance.
• Good interpersonal skills and customer service orientation.
• Fluent French level as well as good written and oral communication skills.
• Good knowledge of technical English.

You are motivated to analyze existing code, propose optimizations and solutions (maintainability, robustness, performance), and implement automation to simplify recurring tasks.

You share our values: boldness, listening, commitment, respect for values and hierarchy, sharing, efficiency, and agility.