MSP Engineer, Network and Security - Rotating shifts

About the Role
As an MSP Engineer, you will operate client Cloudflare environments, merging reactive incident management with structured, proactive engineering. Your responsibilities will include detecting and investigating issues before they impact clients, swiftly resolving incidents, executing production changes, and engaging in proactive activities that enhance security, performance, and service stability. This role requires you to combine technical expertise with a focus on client relationship management, without the expectation to be reachable outside of your scheduled shifts.

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

• Early Shift: 09:00–17:00 Morocco time, providing full coverage during the core client peak window.
• Late Shift: 15:00–23:00 Morocco time, extending coverage across peak hours with overlap and a structured handover from the Early Shift.
• Weekend Rotation: Shared across the team, with Sunday part of the service window for Gulf clients.
  Shifts are managed through a published rota issued in advance, ensuring knowledge of your schedule ahead of time. Each shift change includes a 30-minute overlap with documented handover, while Gulf night coverage is currently provided by colleagues in the Philippines. Weekend rotation is compensated in accordance with Moroccan law and Equans policy.

What You Will Do

• Service Operations

  • Staff the client intake channel to qualify and triage incoming requests.
  • Own first response within committed service levels and diagnose incidents across the Cloudflare stack.
  • Manage monitoring alerts using documented runbooks and create tickets as needed.
  • Escalate to senior engineers, the MSP & Support Lead, and Cloudflare Support in line with the escalation matrix.
  • Maintain accurate ticket records in Jira for effective service-level reporting.

• Change Execution

  • Execute production configuration changes under formal control, ensuring validation and rollback plans before deployment.
  • Provide named technical coverage during client go-live windows, ensuring pre-go-live validation and active monitoring post-cutover.
  • Manage Cloudflare configuration as code utilizing Terraform and version control.
  • Investigate configuration drift through automated comparisons.
  • Document and ensure traceability of production changes.

• Proactive Engineering

  • Conduct scheduled proactive activities including audits, cache calibration, and security posture assessments.
  • Analyze traffic and security telemetry to preemptively identify potential issues.
  • Recommend and implement improvements in security and performance, contributing to root-cause analyses following major incidents.
  • Raise recurring incidents through the problem-management process to reduce reoccurrences.

• Collaboration & Knowledge

  • Collaborate with client NOC and security teams, participating in operational channels and major incident management.
  • Write and maintain runbooks, Standard Operating Procedures, and configuration documentation in Confluence.
  • Support professional services and implementation teams during escalations and transitions into managed service.
  • Share technical knowledge across the team to minimize reliance on individual engineers.

Requirements
What We're Looking For

• Technical Experience

  • 3+ years in network, security, or cloud operations, preferably within managed services, NOC, or SOC environments.
  • Strong foundational knowledge of DNS, HTTP/HTTPS, TLS, proxies, caching, and CDN mechanics.
  • Practical experience with Cloudflare applications like WAF, DDoS mitigation, and CDN management.
  • Familiarity with diagnostic tools and scripting capability in Python or Bash.
  • Understanding of web application architecture and application security fundamentals, with knowledge of Jira Service Management and ITIL-aligned processes.
  • Experience with AWS, Azure or GCP is considered a plus.

• Languages
  Full professional fluency in both French and English is essential, as you will manage incidents and prepare client-facing documentation in both languages. Proficiency in Arabic is advantageous for supporting Gulf accounts.

How You Work
We seek individuals who are:

• Calm and methodical under incident pressure.
• Disciplined about escalation when additional expertise is needed.
• Serious about documentation and maintaining precise technical records.
• Able to effectively communicate technical issues to non-technical stakeholders.
• Comfortable acknowledging unknowns and seeking solutions.
• Reliable in a rotating shift environment, ensuring smooth handovers.
• Adaptable to a distributed international team setup.

What Success Looks Like
Success in this role is characterized by:

• Proactive detection and resolution of issues prior to client reporting.
• Consistent adherence to service-level commitments.
• Reduction of recurring incidents through effective problem management.
• Safe execution of production changes and thorough handover practices.
• Increased client confidence in the engineering team.
• Measurable contributions to improved security, performance, and service stability.

Why the company?

• Be part of an authorized Cloudflare Service Delivery Partner with direct access to engineering teams.
• Enjoy the stability of working within Equans, a Bouygues group company, with significant opportunities for career mobility.
• Gain access to Cloudflare University, partner-only training programs, and funded certification paths.
• Experience a structured managed service environment without the expectation to be reachable outside your shift, with dedicated time for proactive engineering.
• Opportunities for career development into Senior MSP Engineering, Professional Services, Solution Architecture, or Service Delivery Management roles.
• A culture that values automation and encourages contributions to internal tooling.