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.
Job :
1. Management of L2 teams
- Direct management of Level 2 teams
- Management of workload, capacity, and resource allocation
- Incident dispatch 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
- Creation 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 and development requests escalated 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
Required profile :
- Degree: Master's degree in computer science
- 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