Production Support Engineer – Duty / HNO

Project overview

Main missions:

As a Production Support Engineer – Duty / HNO, you will be responsible for ensuring the stability, performance, and availability of IT infrastructures and services in production. Your role will consist of providing reactive and proactive technical support, while collaborating closely with internal teams and clients to resolve incidents and optimize operational processes.

Responsibilities

Job challenges:

Your intervention will be crucial for:

• Provide Level 2 and 3 support for infrastructures and applications in production, diagnosing and resolving critical incidents.
• Participate in Change Management and maintenance planning to minimize service interruptions.
• Monitor system performance (servers, networks, databases) and propose improvements to optimize their efficiency.
• Document procedures, incidents, and solutions to improve traceability and future responsiveness.
• Collaborate with DevOps, Infrastructure, and Security teams to ensure the compliance and security of environments.
• Participate in on-call duty for critical incidents outside of office hours, as needed.
• Contribute to Problem Management by identifying root causes and implementing corrective actions.
• Provide HNO (High Noon Operations) support for critical operations, ensuring their smooth running and compliance.
• Ensuring the availability and performance of IT services in production, by reducing downtime.
• Improving the quality of support through a proactive approach and rapid incident resolution.
• Strengthening collaboration between teams for optimal management of infrastructures and applications.
• Contributing to the security and compliance of IT environments, by aligning processes with best practices.

Project details

• Start: flexible
• Remote: remote
• Location: Rabat, Morocco, MA
• Languages: French

Source notes

• Integration into a dynamic and international team, with opportunities for continuous learning.
• Access to advanced technological tools (monitoring, automation, cloud) to carry out your missions.
• Flexible environment, including teleworking, promoting autonomy and work-life balance.
• Participation in innovative projects in the field of IT infrastructure and support, with a direct impact on customer performance.
• Collaboration with technical experts and international clients, enriching your professional experience.