Job description

Company culture :

Alten Maroc is defined by a deeply collaborative culture, focused on people, trust, and strong team support, with hands-on managers who guide and develop talent.
This environment is enhanced by a strong drive for innovation, encouraging creativity, initiative, and experimentation across projects.
A structured and disciplined organization ensures efficiency, rigor, and quality in engineering delivery.
Performance and ambition are part of the culture as well, supporting collective success while maintaining a positive and caring atmosphere.

1. Management of L2 teams

• Direct management of Level 2 teams
• Management of workload, capacity, and resource allocation
• Dispatch of incidents and prioritization
• Definition and monitoring of individual and collective objectives
• Supporting employees in their career development
• Development and monitoring of skills development plans

2. Training and skill development

• Construction and monitoring of the teams' training plan
• Development of versatility and functional coverage
• Support for the transformation towards a global and cross-functional support model
• Promotion of the use of AI and automation tools in daily activities

3. Knowledge Management

• Enrichment, structuring, and maintenance of the IT HUB knowledge base
• Definition of documentation and capitalization standards
• Use of Group tools (ServiceNow, Teams, SharePoint, Copilot) to ensure the dissemination and sustainability of knowledge
• Implementation of a Knowledge-Centered Support approach

4. Operational excellence

• Leading continuous improvement of Level 2 support
• Management of corrective and preventive actions
• Coordination of activities between L2 and L3 teams
• Monitoring of expertise requests and improvements reported to higher-level teams

5. Incident management and governance

• Active participation in processes:
  • Incident Management
  • Problem Management
  • Major Incident Management
• Coordination of cross-team resolution actions
• Leading operational governance meetings with stakeholders
• Identification and reporting of friction points, risks, and improvement needs

6. Performance management

• Definition and monitoring of operational KPIs
• Production of dashboards and management reporting
• Analysis of trends, volumes, service quality, and user satisfaction
• Proposal of continuous improvement plans

7. Recruitment and onboarding

• Identification of resource needs
• Participation in recruitment processes
• Selection of profiles aligned with Level 2 needs and Group strategic directions
• Organization and management of new employee onboarding

• Degree: Master's degree in IT
• 8 years of experience
• Languages: French and English mandatory (fluent level)
• Experience: Significant experience in managing technical teams and IT support
• Technical skills: Proficiency in IT service management tools (ServiceNow, SharePoint, Teams, Copilot)
• Soft Skills: Leadership, analytical skills, priority management, communication