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. [+]
Job :
As part of this role, your main responsibilities will be:
- Lead the efficiency and performance of Incident Management and ensure process compliance
- Verify that all necessary documentation for incident management is complete, accessible, and distributed to stakeholders
- Ensure that incidents are resolved by the different levels (N1, N2, and N3) within the given deadlines
- Guarantee compliance with SLAs for incidents
- Gather, analyze, and consolidate all information regarding incident management to produce weekly and monthly reports
- Propose action plans to improve service quality and availability
- Ensure escalation and communication to all relevant management levels during major incidents or crises
- Decide on the potential triggering of a crisis following a major incident
- Organize, lead, document, and follow up on the crisis team
Required profile :
Degree: Master's degree in IT
Experience: 5 to 8 years
Skills:
Methodologies: frameworks and standards: ITIL V3, ISO 20000, post-mortem analysis methods, crisis management, risk management
Technical: ITSM Tools (ServiceNow), proficiency in Office Suite: Word, PowerPoint, Excel
Cloud: AZURE (GCP if possible)