We are recruiting our future  Senior Support Engineer – Permanent Contract – Rabat, Casablanca or Oujda

You will be responsible for the management and steering of IT services, with a strong focus on the transition of projects to daily operations (BAU) and operational excellence.

Your responsibilities:

Manage IT operations, including service management and MIM/IM process direction.

Ensure the management of operations

Apply ITIL best practices (incident management, problem management, change management, service transition, capacity management).

Coordinate the transition of projects to the BAU, ensuring full operational readiness and formal acceptance of services.

Using and administering ITSM platforms, including Jira Service Management.

Leverage observability tools (Kibana, Splunk, Datadog, Prometheus, New Relic) for monitoring and analysis.

Manage infrastructure and application operations across cloud environments (AWS, Azure, GCP), Angular frameworks, networks, databases and middleware.

Communicating effectively and managing stakeholders with calm and decisive leadership in crisis situations.

Analyze trends, plan capacities and produce relevant reports.

Managing multiple projects simultaneously in a dynamic and constantly evolving environment

Qualifications

What do you bring to the table?

Proven experience in IT operations and services management (minimum 5 years).

In-depth mastery of ITIL processes.

Practical experience with ITSM tools and observability platforms.

Excellent technical knowledge of cloud infrastructures, applications and associated tools.

Ability to manage pressure and priorities in a complex environment.

Your soft skills:

Calm and decisive leadership, capable of managing crisis situations with composure.

Excellent communication and stakeholder management, facilitating collaboration between technical and business teams.

Ability to manage priorities and stress, while maintaining rigorous organization in a dynamic environment.

Desired Candidate Profile