Senior Support Engineer

SQLI

Job description

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 day-to-day operations (BAU) and operational excellence.

Your missions:

Drive IT operations, including service management and direction of MIM/IM processes.

Manage operations

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

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

Use and administer 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.

Communicate effectively and manage stakeholders with calm and decisive leadership in crisis situations.

Analyze trends, plan capabilities and produce relevant reports.

Manage multiple projects simultaneously in a dynamic and ever-changing environment

Qualifications

What do you bring to us?

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

In-depth knowledge of ITIL processes.

Hands-on experience with ITSM tools and observability platforms.

Very good technical knowledge of cloud infrastructures, applications and associated tools.

Ability to manage pressure and priorities in a complex context.

Your soft skills:

Calm and decision-making leadership, able to handle crisis situations with composure.

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

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