Application Support Engineer (M/F) - Casablanca
IT / Electronics - Secteur IT (Information Technology)
- Senior (5 to 10 years)
- 1 job(s) in Casablanca and region - Morocco
- Master or PhD Minimum - Master
Search for new things / novelty Need for reflection Need for autonomy Involvement at work Ambition
- Permanent contract
- Teleworking : Hybrid
Company :
Are you looking for new challenges and want to give your career a new boost? Join Sofrecom, a company where agility, audacity, and teamwork are at the heart of our culture, and where everyone can thrive fully.
A subsidiary of the Orange group, Sofrecom is a consulting and engineering company specialized in telecommunications. We support our clients in their digital transformation by helping them anticipate technological evolutions, adapt their activities, modernize their organizations, and develop sustainable and efficient solutions.
With over 3,000 consultants and experts from 34 nationalities spread across 9 locations worldwide, Sofrecom relies on the richness of backgrounds and talents to stimulate innovation and aim for excellence.
Our company culture values an inclusive, diverse, and equitable environment where everyone is encouraged to thrive fully. We promote the integration of young talents, support the development of experienced employees, and champion professional equality for all. We are also committed to creating conditions conducive to the full participation of people with disabilities. Thus, everyone can develop their skills, contribute actively, and advance in their career within a supportive, stimulating, and diversity-respecting environment.
Joining Sofrecom means participating in exciting projects, exploring diverse career paths, and evolving in an environment that values your ideas, skills, and ambitions.
Apply now and join a place where everyone can express themselves freely and find their place.
All personal data shared with Sofrecom Services Maroc is processed in accordance with Law No. 09-08 on the protection of personal data. To exercise your rights of access, rectification, or opposition, please contact HR at 05 37 27 99 00.
Together, we contribute to the development of digital technology worldwide!
Ce que nos collaborateurs aiment le plus chez nous ❤ : Pour consulter leurs avis certifiés
Company culture :
Job :
The Level 3 Application Support Engineer is responsible for analyzing, diagnosing, and resolving complex application incidents affecting the platform. They intervene at the third level of support in close collaboration with the GOS (L2), development squads, infrastructure teams, subsidiaries/countries, and suppliers to ensure maximum service availability and sustainably improve service quality.
Mission:
Ensure the continuity of application services by: • Analyzing complex incidents, • Quickly restoring service, • Identifying root causes, • Capitalizing on knowledge, • Contributing to the continuous improvement of the platform. The objective is to sustainably reduce MTTR, limit incident recurrences, and improve application stability. Main Responsibilities
1. Level 3 Application Support • Handle P1, P2, and P3 incidents escalated by the GOS • Perform advanced application troubleshooting • Diagnose malfunctions across the entire application chain • Quickly identify probable causes • Define and implement recovery actions • Ensure follow-up until full return to normal • Participate in Level 3 on-call duty as part of a rotation within a pool of engineers (1 week of on-call duty including the weekend as part of a regular schedule, specifying the number of on-call weeks per employee per quarter) 2. Technical Diagnosis Analyze various technical components: • Application logs • Distributed traces • REST APIs • SQL / NoSQL databases • Kafka / RabbitMQ (or equivalent middleware) • Kubernetes / OpenShift • Redis caches • CMS / Backoffice • OAuth / Keycloak authentication • Grafana, Prometheus, Dynatrace, ELK monitoring, or equivalent Perform: • Performance analyses • Timeout analyses • Technical error analyses • Inter-service dependency analyses 3. Advanced Investigation Be able to: • Reproduce an incident • Read code to understand behavior • Identify software regression • Propose a workaround • Prepare necessary elements for development teams Without being a solution developer, they must be technical enough to understand how applications work. 4. Major Incident Management Participate in the technical management of critical incidents: • Qualification • Investigation • Technical coordination • Communication with the Level 3 Lead • Action tracking • Validation of return to normal Actively contribute to MTTR reduction. 5. Vendor Management Ensure technical follow-up of incidents opened with vendors: • Keyrus • Tencent • TV Vendors • Marketplace • Mini Apps • Other partners Follow up on: • Analyses • Fixes • Patches • Deliveries 6. Root Cause Analysis Produce RCAs for significant incidents: • Timeline • Technical causes • Aggravating factors • Impacts • Corrective actions • Preventive actions Participate in Problem Reviews. 7. Knowledge Capitalization Produce and maintain: • Runbooks • Resolution procedures • Known Errors • Technical FAQs • Operational guides Share knowledge with the GOS to improve the resolution rate at Level 2.
Mandatory Technical Skills
• Advanced application diagnostics
• REST APIs
• SQL
• Log analysis
• Linux
• HTTP / HTTPS
• JSON
• Kubernetes or OpenShift
• Git
• Ticketing tools (ServiceNow, Jira…)
Required profile :
Graduated with a Master's degree (Bac+5) in Computer Science from an engineering school or a Master's program, with 5 to 8 years of minimum experience, including at least 3 years in Level 2/3 application support.
Experience in:
• Fintech
• Banking
• Payments
• E-commerce
• Telecom
Is a real asset.
Head office address :
Batiment B0, 2 éme Etage, Technopolis, 11100, Sale Al Jadida, Rabat-Salé-Zemmour-Zaër, Maroc 11 100 Rabat
Desired personality traits :
Search for new things / novelty Need for reflection Need for autonomy Involvement at work Ambition
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