Tasks:
• Ensure Level 1 support is complying with the SLA: Response
time & quality of the answer.
• Track tickets processing around systems use in link with
the assistance platform level 2/3 teams.
• Track incidents and issues: request to ICT updates on the
fixes to be applied and make sure that
ICT barometer is updated accordingly.
• Follow the list of prioritized enhancements to share with
MULTI-BRAND TECH DATA teams.
• Follow the servicing systems roadmap.
• Archive business records documents
• Completion of glossary about usual terms
• Update of mailing lists and contacts per region
• Weekly reporting on tickets processing with action plan
updates.
• Governance Animation meetings
• Escalation topic updates to all tickets’ owners
• JIRA status of all the “MDM” perimeter
Deliverables & KPIs:
The KPIs & objectives associated to this lot will be
confirmed later. At the time being, please see type
of KPIs used for this process:
• KPI5: Network anomaly tickets max in backlog.
• KPI6: 1st time to response (Nb H max: 2H, global backlog)
• KPI7: Ticket processing
Objectives
• KPI5: 30 tickets
• KPI6: 80% < 2h
• KPI7: 80% < 96h
List of important skills
• Reporting summary
• Expert customer support
• Proposal and recommendation
• Automobile product knowledge (DATA)
• English
Profil
Required
profile:
You have at least 4 years of
professional experience in the field.
You have a taste for challenge, with a strong
taste for analysis and a good spirit of synthesis.
You have a fluent level in
French/English.
Location: Casablanca/Rabat
Skills Required
- At least 4 years of professional experience in the field
- Fluent French and English
- Strong analytical and synthesis skills
- Expert customer support experience
- Reporting summary skills
- Proposal and recommendation skills
- Automobile product knowledge, particularly data
What We Do
AXONE Systems is a Morocco-based IT consulting and engineering firm operating from Rabat. It supports major banking, telecommunications, and industrial organizations through senior technology consulting, staff augmentation, IT recruitment, cloud and DevOps engineering, observability, managed SOC/NOC cybersecurity operations, and AI-augmented application development. The company also delivers projects, operates 24/7 monitoring services, and helps clients modernize critical systems across Morocco and Europe.
