MSP Engineer, Network and Security - Rotating shifts, including

About the Role
The company is building a genuine managed services capability — not simply a ticket queue. As an MSP Engineer, you will operate client Cloudflare environments during your shift, combining reactive incident management with structured, proactive engineering. You will detect and investigate issues before clients report them, resolve incidents within committed service levels, execute production changes under controlled processes, and carry out proactive activities designed to improve security, performance, and service stability over time.
Managed services and support are delivered by the same team. This means your role spans both incident response and scheduled proactive work, with proactive engineering time protected within the rota rather than fitted around ticket volume. You will be the technical responder on shift, but you will not carry an account alone. Client relationship management and reporting are owned by the Delivery Manager, while technical arbitration sits with the MSP & Support Lead. There is no expectation to be reachable outside your scheduled shift.

Working Pattern
The company operates a follow-the-sun model across its teams in Morocco and the Philippines, designed around client demand and defined service coverage windows.

• Early Shift: 09:00–17:00 Morocco time
  Provides full coverage during the core client peak window and is named on relevant client contracts.
• Late Shift: 15:00–23:00 Morocco time
  Extends coverage across the peak window and includes an overlap and structured handover with the Early Shift.
• Weekend Rotation:
  Weekend coverage is shared across the team on a reduced rotation. Sunday forms part of the service window for Gulf clients.
  Shifts are managed through a published rota issued in advance, so you will know your schedule ahead of time. Each shift change includes a 30-minute overlap and written handover, ensuring that engineers do not inherit undocumented situations. Under the current operating model, Gulf night coverage is provided by colleagues in the Philippines within their normal working day. Shift patterns may evolve as the team and client base grow, with any changes discussed with the team in advance. Weekend rotation is compensated in accordance with Moroccan law and the company's policy.

What You Will Do
Service Operations

• Staff the client intake channel during your shift, qualify and triage incoming requests, and own first response within committed service levels.
• Diagnose and resolve incidents across the Cloudflare stack, including WAF, DDoS mitigation, rate limiting, bot management, CDN and caching, DNS, TLS, load balancing, Zero Trust and Workers.
• Qualify monitoring alerts, act on them using documented runbooks, and create tickets where required.
• Escalate appropriately and early to senior engineers, the MSP & Support Lead and Cloudflare Support in accordance with the escalation matrix.
• Maintain accurate ticket records in Jira, including detection source, priority and timestamps, supporting accurate service-level reporting.

Change Execution

• Execute production configuration changes under formal change control, including four-eyes validation and a documented rollback plan before deployment.
• Provide named technical coverage during declared client go-live windows, including pre-go-live validation and active monitoring following cutover.
• Maintain Cloudflare configuration as code using Terraform and version control.
• Investigate and resolve configuration drift identified through automated nightly comparisons.
• Ensure production changes are properly documented and traceable.

Proactive Engineering

• Deliver scheduled proactive activities including configuration and security-posture audits, false-positive analysis, cache and rate-limit calibration, DNS and certificate hygiene, and unused-rule cleanup.
• Analyse traffic and security telemetry using Cloudflare Analytics, GraphQL API and log data to identify potential problems before they affect clients.
• Recommend and implement security and performance improvements and demonstrate their impact.
• Contribute to root-cause analysis following major incidents.
• Identify recurring causes and raise them through the problem-management process so they can be eliminated rather than repeatedly resolved.

Collaboration & Knowledge

• Work closely with client NOC and security teams, including participation in operational channels and major incident bridges where the company is integrated with the client's teams.
• Write and maintain runbooks, Standard Operating Procedures and configuration documentation in Confluence.
• Support the company's professional services and implementation teams during escalations and handovers into managed service.
• Actively share technical knowledge across the team to reduce dependency on individual engineers.

What We're Looking For
Technical Experience

• 3+ years of experience in network, security or cloud operations.
• Experience within managed services, NOC, or SOC environments is a strong advantage.
• Solid working knowledge of DNS, HTTP/HTTPS, TLS, proxies, caching and CDN mechanics.
• Practical Cloudflare experience across WAF, DDoS mitigation, rate limiting, bot management, CDN, and DNS.
• Where Cloudflare experience is partial, the company will fund Cloudflare certification, which you will be expected to complete within the first six months.
• Confidence using diagnostic tools including curl, dig, traceroute, browser developer tools and HAR analysis.
• Experience with Terraform for Infrastructure as Code.
• Experience with Git/version control.
• Scripting capability using Python or Bash.
• Understanding of web application architecture and application-security fundamentals.
• Familiarity with Jira Service Management and ITIL-aligned incident, change, and problem-management processes.
• Exposure to observability and monitoring platforms.
• Experience with AWS, Azure or GCP is an advantage.

Languages

• Full professional fluency in both French and English is a hard requirement.
  You will handle incidents both in writing and verbally with French- and English-speaking enterprise clients, including during high-pressure situations. You will also prepare client-facing incident and change records in both languages.
  Both French and English will be assessed during the interview process.
  Arabic is a significant advantage when supporting the company's Gulf accounts.

How You Work
We are looking for someone who is:

• Calm and methodical when working under incident pressure.
• Disciplined about escalation rather than improvising when the situation requires additional expertise.
• Serious about documentation and maintaining accurate technical records.
• Able to explain technical situations clearly to non-technical stakeholders in either French or English.
• Comfortable acknowledging what they do not know and finding the right answer.
• Reliable within a rotating shift environment and disciplined about providing clean handovers to colleagues.
• Comfortable working remotely within a distributed international team spanning Morocco, the Philippines, France, and the Gulf.

What Success Looks Like
Success in this role means:

• Increasing numbers of issues are detected and resolved proactively before clients report them.
• Service-level commitments are consistently met, with any breaches accurately documented and understood.
• Recurring incidents are progressively eliminated, reducing reactive workload over time.
• Production changes are executed safely, with rollback plans prepared even when they are not needed.
• Shift handovers are clean, tickets are accurate, and runbooks remain current.
• Clients develop confidence in the engineers operating their environments.
• Proactive engineering contributes measurably to improved security, performance, and service stability.

Why the company?

• Join one of a select number of Cloudflare Authorised Service Delivery Partners, working directly with Cloudflare engineering and support teams.
• Be part of the company and the Bouygues group, with the stability, scale, and career mobility of a major international organization.
• Develop genuine Cloudflare depth through access to Cloudflare University, partner-only training, and funded certification.
• Join a managed service designed around defined processes, published rotas, protected proactive engineering time, and no expectation of being reachable outside your shift.
• Develop towards Senior MSP Engineering, Professional Services Implementation, Solution Architecture, or Service Delivery Management.
• Work in an environment where automation is part of the engineering role, with engineers encouraged to contribute to and improve the company's internal tooling.