Location
Dakar, Dakar Region, Senegal
Posted
May 30, 2026
Job Description
The IT Incident & Technical Support Engineer (Level 2) is responsible for orchestrating the global incident management lifecycle while delivering advanced technical administration services to end users. This dual-capacity role ensures rapid restoration of critical services through end-to-end incident coordination and elevates user productivity by performing Level 2 support tasksāspanning provisioning, configuration, and troubleshootingāaligned with ITIL best practices and global standards.
Key Responsibilities
Incident Management
ā¢Lead and execute the end-to-end incident management process for high-severity and major incidents, ensuring SLAs are met and business continuity is maintained.
ā¢ Coordinate multi-disciplinary response teamsāspanning infrastructure, applications, security, and third-party vendorsāto rapidly triage, resolve, and document incidents.
ā¢ Manage stakeholder communications, providing clear, timely, and audience-appropr...
Key Responsibilities
Incident Management
ā¢Lead and execute the end-to-end incident management process for high-severity and major incidents, ensuring SLAs are met and business continuity is maintained.
ā¢ Coordinate multi-disciplinary response teamsāspanning infrastructure, applications, security, and third-party vendorsāto rapidly triage, resolve, and document incidents.
ā¢ Manage stakeholder communications, providing clear, timely, and audience-appropr...