MSP Engineer, Network and Security - Rotating shifts

About the Role
We are building a genuine managed services capability, aimed at providing more than just a ticket queue. As an MSP Engineer, you will operate client Cloudflare environments during your shift, balancing reactive incident management with structured, proactive engineering. Your role will involve detecting and investigating issues before clients report them, resolving incidents within defined service levels, making production changes following controlled processes, and carrying out proactive activities that enhance security, performance, and service stability over time.

Managed services and support are provided by the same team, allowing your role to encompass both incident response and scheduled proactive work, with dedicated time for proactive engineering included in your rota. Technical response during your shift is a key aspect, though client relationship management and reporting will be handled by the Delivery Manager, while technical arbitration falls under the MSP & Support Lead. Importantly, there is no expectation to be reachable outside your scheduled shift.

Working Pattern
We operate a follow-the-sun model across our teams in Morocco and the Philippines, tailored 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 with overlap and structured handover with the Early Shift.
• Weekend Rotation:
  Shared across the team on a reduced rotation, including Sunday as part of the service window for Gulf clients.

Shifts are managed through a published rota issued in advance, ensuring you are aware of your schedule ahead of time. Each shift change involves a 30-minute overlap and written handover, ensuring engineers do not inherit undocumented situations. Currently, Gulf night coverage is provided by colleagues in the Philippines during their normal working day, with any changes to shift patterns being discussed with the team in advance. Weekend rotation is compensated according to Moroccan law and Equans policy.

What You Will Do
Service Operations

• Staff the client intake channel during shifts, qualifying and triaging requests, and owning first responses within committed service levels.
• Diagnose and resolve incidents across various Cloudflare services, including WAF, DDoS mitigation, rate limiting, bot management, CDN and caching, DNS, TLS, load balancing, Zero Trust, and Workers.
• Manage monitoring alerts by acting on them using documented runbooks, creating tickets when necessary.
• Escalate appropriately to senior engineers, MSP & Support Lead, and Cloudflare Support as per the escalation matrix.
• Maintain accurate ticket records in Jira, including detection source, priority, and timestamps for service-level reporting.

Change Execution

• Execute production configuration changes under formal change control, including four-eyes validation and rollback documentation prior to deployment.
• Provide technical coverage during client go-live windows, conducting pre-go-live validation and monitoring after cutover.
• Maintain Cloudflare configurations as code using Terraform and version control.
• Investigate and address configuration drift identified through automated comparisons.
• Ensure production changes are well-documented and traceable.

Proactive Engineering

• Execute scheduled proactive activities such as configuration and security audits, false-positive analysis, cache and rate-limit calibration, DNS certificate hygiene, and cleanup of unused rules.
• Analyze traffic and security telemetry to proactively identify potential issues before they impact clients using Cloudflare Analytics, GraphQL API, and log data.
• Recommend and implement security and performance improvements, demonstrating their effects.
• Contribute to root-cause analysis after major incidents.
• Identify recurring issues and involve them in the problem-management process for elimination rather than recurring resolution.

Collaboration & Knowledge

• Collaborate closely with client NOC and security teams, joining operational channels and major incident bridges where the company integrates with client 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.
• Share technical knowledge across the team to mitigate dependency on individual engineers.

What We're Looking For
Technical Experience

• 3+ years in network, security, or cloud operations.
• Advantageous experience in managed services, NOC, or SOC environments.
• Solid working knowledge of DNS, HTTP/HTTPS, TLS, proxies, caching, and CDN operations.
• Practical Cloudflare experience is essential; partial experience will lead to funding for Cloudflare certification within the first six months.
• Focusing on diagnostic tools like curl, dig, traceroute, browser developer tools, and HAR analysis.
• Familiarity with Terraform for Infrastructure as Code and expertise in Git/version control.
• Scripting ability using Python or Bash.
• Understanding of web application architecture and application security fundamentals.
• Acquaintance with Jira Service Management and ITIL-aligned incident, change, and problem management processes.
• Exposure to observability and monitoring platforms, with AWS, Azure, or GCP experience being a plus.

Languages

• Full professional fluency in both French and English is a core requirement, as you will manage incidents in both languages with clients, especially under high-pressure situations, alongside creating incident and change records for clients.
• Proficiency in Arabic is an added advantage, particularly in supporting Gulf accounts.

How You Work
We seek a candidate who is:

• Calm and methodical in high-pressure situations.
• Disciplined about escalation processes rather than improvising under pressure.
• Serious about documentation and accurate technical records.
• Clear in explaining technical situations to non-technical stakeholders in either French or English.
• Comfortable acknowledging unknowns and seeking the correct answers.
• Reliable in a rotating shift environment and disciplined in handing over clean operations to colleagues.
• Adaptable to working remotely within a distributed international team that includes members in Morocco, the Philippines, France, and the Gulf.

What Success Looks Like
Success in this role means:

• Increased detection and resolution of issues proactively before clients report them.
• Consistent adherence to service-level agreements, genuine documentation of any breaches.
• Gradual elimination of recurring incidents, thereby reducing reactive workload.
• Safe execution of production changes, with well-prepared rollback plans, even if rarely needed.
• Clean shift handovers, accurate tickets, and updated runbooks.
• Gaining client confidence in the engineers managing their environments.
• Measurable contributions to improved security, performance, and service stability via proactive engineering.

Why Us?

• Be part of a select Cloudflare Authorised Service Delivery Partner, working directly with Cloudflare engineering and support.
• Enjoy the stability and career mobility of a major international organization as part of Equans and the Bouygues group.
• Gain in-depth knowledge of Cloudflare through access to Cloudflare University, exclusive training, and funded certifications.
• Experience a managed service that emphasizes defined processes, published rotas, assigned proactive engineering time, and avoids expectations of out-of-hours availability.
• Advance towards roles in Senior MSP Engineering, Professional Services Implementation, Solution Architecture, or Service Delivery Management.
• Work within an environment where automation plays a key part in engineering, encouraging contributions to enhance the company's internal tools.