Senior Incident Manager

Joining Cnexia is choosing to be part of an ambitious project that values Innovation, promotes Continuous Learning and enables all tech champions to fulfill their creative dreams. At Cnexia, we do more than support the clients of our world-class network and services. We develop innovative solutions and create original multiplatform media content. In fact, we’re revolutionizing how Canadians communicate on the web, interact with Mobile Apps or benefit from an AI-enhanced experience. Proud of our status as a fully owned Moroccan subsidiary of the largest Canadian Telecom company, we have been ceaselessly growing our team since 2021. With over 1100 employees, mainly based in Fez, we have expanded in the northern region of the kingdom with our Brand-new state of the art site in Technopolis Rabat. If you are ready for this challenge, we invite you to join a community that values bold ideas and professional growth all in an engaging multi cultural world-class environment.

About the Role
We are seeking an experienced Incident / Problem Manager to support a large national financial institution. This role is responsible for managing major incidents, driving problem management activities, coordinating stakeholder communications, and ensuring timely resolution of service disruptions in a complex telecom and SD-WAN environment.

Key Responsibilities
• Lead and coordinate Major Incident Management activities to minimize business impact.
• Manage the end-to-end Problem Management process, including root cause analysis and corrective actions.
• Communicate effectively with customers and internal stakeholders through calls, meetings, and email communications.
• Generate operational reports and incident summaries for leadership and clients.
• Investigate recurring and chronic site issues and drive permanent resolutions.
• Monitor and support SD-WAN environments, ensuring service stability and performance.
• Collaborate with technical teams to improve processes and operational efficiency.
• Participate in an on-call rotation to provide 24/7 support coverage when required.
• Facilitate incident review meetings and provide recommendations for continuous improvement. Required Qualifications
• Bachelor's degree in Computer Science, Information Technology, Telecommunications, or a related field.
• Minimum 5 years of professional experience in IT Operations, Telecommunications, or Network Services environments.
• Demonstrated experience managing Major Incidents and leading service restoration efforts in complex enterprise environments.
• Strong background in Problem Management, including root cause analysis, corrective action planning, and continuous service improvement.
• Hands-on experience supporting and troubleshooting SD-WAN networks, with exposure to large-scale enterprise deployments.
• At least 2 years of experience working with Juniper SD-WAN solutions.
• Solid understanding of LAN/WAN technologies, networking principles, and operational support processes.
• Proven ability to communicate effectively with customers, executives, and cross-functional technical teams during critical incidents.
• Strong analytical, troubleshooting, and decision-making skills, particularly in high-pressure situations.
• Ability to work within an on-call rotation and support a 24/7 operational environment.
• Native or near-native English proficiency (spoken and written).