Incident Manager Cloud | Rabat (Morocco)

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.

As part of this role, your main responsibilities will be:

• Manage the BtoC customer incident backlog received from level 2.5 or other level 3, prioritizing according to the degree of urgency, from receipt to resolution. (analysis, tests, monitoring, and capitalization)
• Manage escalations, contact technical teams, inform business stakeholders about the progress of the resolution.
• Create a problem ticket if the root cause is unknown or recurring to prevent incidents and reduce their number.
• Prevent and implement adequate corrective processes
• Investigate incidents in depth
• Write documentation for handling tickets within the team
• Support the operator team
• Contribute to the quality meeting
• Contribute to the autonomy of levels 1 and 2 of the escalation chain closer to customers

Profile: Master's degree (Bac+5)

Experience: 1 to 3 years

Required Skills:

• Methodologies: frameworks and standards: ITIL V3, ISO 20000,
• ServiceNow, Confluence.
• Good communication in French (written and spoken)
• Good English (written and spoken)
• Good analytical skills
• Solution-oriented
• Rigor