Incident Manager Senior (M/F) - Casablanca

Company :

Founded in 1976, CGI is one of the largest independent information technology (IT) consulting and management services firms in the world. CGI has 90,000 consultants and other professionals located around the world, through whom the company offers a complete portfolio of services and solutions: IT consulting and strategy services, systems integration, IT and business process outsourcing services, and intellectual property solutions. CGI's collaboration with its clients is based on a model focused on local relationships, combined with a global service delivery network, which allows clients to achieve the digital transformation of their organization and accelerate the achievement of results. In fiscal year 2023, CGI generated revenue of CA$14.30 billion. CGI shares are listed on the Toronto Stock Exchange (GIB.A) and the New York Stock Exchange (GIB). Learn more at cgi.com.

Life at CGI is rooted in shareholding, teamwork, respect, and a sense of belonging. With us, you can hone your skills, share your point of view, and reach your full potential because... 

We invite you to become an owner in your first year and to continually draw on this shareholding culture to benefit from the rewards of our collective success as we work together to make our dream a reality: "to create an environment where we enjoy working together and where, as owners, we participate in the development of a company we are proud of". This is why we call ourselves CGI associates, rather than employees. Being a CGI associate gives you the opportunity and responsibility to participate in all aspects of the company, including actively contributing to its direction and strategy.

Your work creates value as you leverage your experience and work closely with your colleagues and clients by advising them, developing and proposing innovative solutions that meet our clients' most complex challenges. You will build lasting and trusting relationships with your peers and clients in your community, while having access to global capabilities to bring your ideas to life, seize new opportunities, and benefit from cutting-edge industry and technology expertise. 

You will advance your career by joining a company built to grow and last, which constantly offers you growth options. Whether it's through skill development programs or interesting assignments that broaden your horizons, you will advance your career in partnership with leaders who will support your development, health, and well-being goals.

Join us. Together, as owners, let's put our know-how to work to meet the needs and consider the interests of our clients, our shareholders, our communities, and each of us.

Company culture :

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.

Job :

The Senior Incident Manager is responsible for managing major incidents, defining the criticality of the incident based on the matrix, communicating to IT, coordinating actions with the relevant teams, and managing the follow-up and resolution of the incident, communicating to affected users on the progress of the incident resolution.
They actively participate in defining the processes and procedures necessary for the effective management of major incidents in coordination with the process owner teams.

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 line with 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 the appropriate levels
 

Required profile :

• Good level of English enabling coordination with various stakeholders
• ITIL V4 Certification - Foundation Level at a minimum
• Experience with ITSM Service NOW
• Very good knowledge of ISO2007 standards.
• Minimum 5 years of experience as a process manager in an infrastructure outsourcing context.
• Very good sense of collaboration and management of team members working in technical poles

CGI is an inclusive employer and attentive to applications from people with disabilities and to the career development of men and women.
 

Head office address :

Desired personality traits :

Search for new things / novelty Need for reflection Need for autonomy Involvement at work Ambition