Job Title:

Manager, IT Operations

Job Description

We're Concentrix. The intelligent transformation partner. Solution-focused. Tech-powered. Intelligence-fueled.

The global technology and services leader that powers the world’s best brands, today and into the future. We’re solution-focused, tech-powered, intelligence-fueled. With unique data and insights, deep industry expertise, and advanced technology solutions, we’re the intelligent transformation partner that powers a world that works, helping companies become refreshingly simple to work, interact, and transact with. We shape new game-changing careers in over 70 countries, attracting the best talent.

In our Information Technology and Global Security team, you will deliver the latest technology infrastructure, transformative software solutions and industry-leading global security for our staff and clients. You will work with the best in the world to design, implement and strategize IT, security, application development, innovation, and solutions in today’s hyperconnected world. You will be part of the technology team that is core to our vision of develop, build and run the future of Integrated Services.

Our game-changers around the world have devoted their careers to ensuring every relationship is exceptional. And we’re proud to be recognized with awards such as \"World's Best Workplaces,\" “Best Companies for Career Growth,” and “Best Company Culture,” year after year.

We embrace our game-changers with open arms, people from diverse backgrounds, who are curious and willing to learn. Your natural talent to help others and go beyond WOW for our customers will fit right in with what we do and who we are.

Join us and be part of this journey towards greater opportunities and brighter futures.

We are seeking an experienced IT Operations Manager to lead a team of IT Operations technicians, ensuring efficient and secure IT infrastructure management aligned with our business continuity and compliance standards. The ideal candidate will drive incident management, oversee security compliance, and support 24/7 operations.

Main Responsibilities:

Lead and manage a team of local IT Ops technicians, focusing on team development and upskilling.Ensure adherence to response and resolution SLAs for incidents and request tickets.Actively participate in Incident Management processes, particularly in Sev1 incidents, validating artifacts and initiating troubleshooting sessions.Oversee daily management and monitoring of Backup processes.Support and solution for new Transitions related to Image & Desktop Readiness.Ensure IT security compliance for PCI accounts within defined guidelines.Implement security controls, including Active Directory group policy deployment.Conduct BCP tests for IT infrastructure, including failover tests for Network, Firewall, and other services.Maintain system compliance and conduct audits as per COPC, ISO 27001, and ISO 9001 standards.Provide L2/L3 support for network, server, and voice infrastructure for both company and client equipment.Review and manage all pending tickets within the span on a daily, weekly, and monthly basis.Conduct Site Hardening testing and validation of IT controls.Update and ensure the latest patches and software are applied on WDS images.Manage bandwidth usage reporting and client asset/software inventory validation.Update and maintain health checklists.Manage Local DHCP/File server operations to support business service delivery.Achieve and maintain high IT VOC scores, and develop action plans to address identified areas.Support a 24/7 site operation.
 

Qualifications and Experience Required:

Minimum of 6 years' experience supporting desktop/laptop hardware and software in a Windows-based PC/LAN environment, including 4 years in a managerial role.B2 level proficiency in English and French.Bachelor's Degree/Post Graduate degree or equivalent.Knowledge of Windows, Network, Voice systems, and ITIL V4 Framework.Experience in problem management, incident management, customer/client management, change management, RCA, and ticket analysis.Intermediate understanding of Enterprise Networks, Active Directory setup, and Windows servers.Experience using Remedy and ITIL-based frameworks for ticket resolution.Skilled in maintaining system compliance and audits according to ISO/IEC 27001:2013, ISO 22301 Business Continuity, and PCI standards.Advanced skills in PowerShell, MS Excel, PowerAutomate, SolarWinds, and prompt engineering.Flexibility to work under tight timelines and deliver results.

Location:

MAR Marrakech - 70, Quartier Industriel Sidi Ghanem

Language Requirements:

English (Required), French (Required)

Time Type:

Full time

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