Job description

Company culture :

CGI Technologies and Solutions Morocco is characterized by a predominantly collaborative culture, placing people, trust and teamwork at the core of its operations. A close management approach fosters guidance, empowerment and skills development within a supportive environment. This dynamic is reinforced by a structured organizational culture, ensuring process rigor, reliability and operational efficiency. It is complemented by an innovation dimension that encourages adaptability and initiative, while a more moderate competitive component supports a balanced results-driven mindset.

The Senior Incident Manager is responsible for managing major incidents, defining the criticality of the incident based on the matrix, communicating to IT, coordinating actions with the relevant teams, and managing the follow-up and resolution of the incident, communicating to affected users on the progress of the incident resolution.
They actively participate in defining the processes and procedures necessary for the effective management of major incidents in coordination with the process owner teams.

Functions and responsibilities:

• Detect, measure, and confirm the criticality of incidents or suspected incidents to determine the action plan
• Propose prioritization of incidents in terms of impact and urgency
• Prioritize, with the help of the teams in charge of applications and infrastructures, incidents in line with the proposal
• Alert, trigger, and manage the handling of major incidents
• Take charge of coordination around major incidents
• Coordinate and participate in the diagnosis, resolution, or escalation of complex incidents to the appropriate levels
 

• Good level of English enabling coordination with various stakeholders
• ITIL V4 Certification - Foundation Level at a minimum
• Experience with ITSM Service NOW
• Very good knowledge of ISO2007 standards.
• Minimum 5 years of experience as a process manager in an infrastructure outsourcing context.
• Very good sense of collaboration and management of team members working in technical poles

CGI is an inclusive employer and attentive to applications from people with disabilities and to the career development of men and women.