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 Incident Manager is responsible for managing incidents (crisis management, major incidents, any other type of incident), defining the criticality of the incident using the matrix, communicating to IT, coordinating actions with the relevant teams, and managing the follow-up and resolution of the incident, communicating to impacted users the progress of incident resolution.

He actively participates in defining the processes and procedures necessary for the proper management of major incidents in coordination with the teams owning the incident processes.

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 relation to 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 higher levels of the support chain

• Comply with response time deadlines, follow up until resolution by aligning with the commitments made with our projects and clients

• Take charge of and manage various communications

• Capitalize on the knowledge acquired on client/project environments throughout the duration of the engagement

• Ensure business continuity for the scope of services

• Facilitate the integration of additional resources (support and train new arrivals)

• Synthesize and provide final diagnosis of the incident post-resolution

• Ensure service coverage, and be on call if necessary

• Minimum of 5 years of experience as a process manager in an Infrastructure outsourcing context

• Good communication in French and English enabling coordination with various stakeholders

• ITIL V4 Certification

• Good knowledge of ITIL processes (change, problem, configuration)

• Experience with ITSM tools (BMC, Service NOW, etc.)

• Very good knowledge of ISO2007 standards

• Rigor and reliability necessary for the management and follow-up of assigned tasks

• Very good collaborative skills and management of team members working in technical poles

• Team spirit and customer orientation and sense of service.

• Autonomy, initiative, and passion for continuous learning.

• Analytical and synthesis skills

• Availability, responsiveness, and commitment

• Organizational skills and ability to handle multiple tasks simultaneously.

• Application and respect of internal processes and procedures.