Incident Manager Cloud

Responsibilities

• Manage the BtoC customer incident backlog received from level 2.5 or level 3
• Prioritize incidents based on urgency from reception to resolution
• Manage escalations and contact technical teams
• Inform business stakeholders on resolution progress
• Create problem tickets for unknown root causes or recurring issues
• Implement adequate corrective processes
• Perform in-depth incident investigations
• Write documentation for internal team ticket processing
• Support the operator team and contribute to quality meetings
• Support the autonomy of levels 1 and 2 in the escalation chain

Requirements

• Master's degree (Bac+5)
• 1 to 3 years of experience
• Knowledge of ITIL V3 and ISO 20000 standards
• Proficiency with ServiceNow and Confluence
• Strong communication skills in French (written and spoken)
• Good English skills (written and spoken)
• Strong analytical skills and solution-oriented mindset
• Rigorous and organized approach

About the Company

ALTEN MAROC is a subsidiary of the global leader in engineering and technology consulting. Present in Fez, Rabat, Tetouan, and Casablanca, the company supports the technological ambitions of major international clients in sectors such as automotive, railway, R&D, IT, telecommunications, and media.