QoS Analyst (M/F) | Rabat (Morocco)

Axa Services Maroc operates within a strongly collaborative culture, where people, trust, and high-quality professional relationships are central. The company promotes close and supportive management, encouraging accountability, development, and teamwork. This human-centered environment is reinforced by robust organizational practices that ensure reliability and operational efficiency. It is balanced by a performance-oriented mindset and a measured openness to innovation, supporting collective success.

As a QOS Analyst, your main mission would be to guarantee user satisfaction by ensuring an optimal level of performance, availability, and reliability of the IT services assigned to them (applications and infrastructure).
You will be responsible for supervision, operational and project management:

- Ensure the quality of the service provided by the application and infrastructure to users

- Define, monitor, and improve performance indicators (KPIs) related to quality
- Supervise the management of incidents, bugs, and support requests
- Implement processes to ensure customer satisfaction and reduce malfunctions
- Collaborate with development, technical support, and product teams to identify and resolve problems
- Analyze user feedback and propose corrective actions
- Write regular reports on service quality and areas for improvement
- Lead governance meetings related to service quality with internal and external stakeholders
- Update the CMDB (Configuration Management Database)
- Implement and monitor a change management process to control the risks associated with changes.
- Monitor and manage major incidents, taking charge of their resolution and managing escalations
- Participate in the animation of exceptional arrangements (taskforce, OpenLAB) in case of major incident, crisis, or problem.
- Participate in defining the product backlog: prioritize features to be developed based on their added value and user feedback.
- Contribute to monitoring and evaluating the effectiveness of local projects within its scope.

With higher education from Bac + 3 to Bac + 4, you have:

• Experience in quality management or customer support
• Proficiency in incident tracking and management tools (Jira and/or ServiceNow.)
• Good knowledge of application environments (HR, Finance, etc.)
• Good command of ITIL processes, particularly Change Management, as well as other key processes such as Incident Management, Problem Management, and Configuration Management.
• Excellent analytical, communication, and project management skills
• Customer focus and sense of service