INCIDENT MANAGEMENT ANALYST/ SENIOR ANALYST at Commercial International Bank (Egypt)

Smart Village, Giza, Egypt -

Full Time

Start Date

Immediate

Expiry Date

17 Dec, 25

Salary

0.0

Posted On

18 Sep, 25

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Support, Analytical Skills, Communication Skills, Organizational Skills, Teamwork, Independent Work, Problem Solving, Incident Management, IT Service Management, Technical Skills, Attention to Detail, Decision Making, Process Adherence, Resource Coordination, Documentation, KPI Management

Industry

Banking

Description

JOB PURPOSE: To be a focal point for all IT related Incidents impacting Systems in order to be managed according to Incident Management process and work on resolving them while minimising impact on business operations. Description Incidents Handling: 1.Validate and investigate reported complaints before initiating calls or gathering required resources for incident resolving. 2.Report all incidents to Incident Manager to set priorities and assign tasks. 3.Prepare incidents communication to impacted business areas. 4.Capture Incident details and update all necessary tools and documents. 5.Ensure that Incident Management KPIs are recorded and their targets met. 6.Provide single point of contact for IT Staff regarding Systems incidents through phone calls, emails and online tickets. 7.Ensure the closure of all resolved and end-user confirmed Incident records. 8.Coordinate and follow up with different IT parties for incident report proper fulfilment and delivery. Policies, Processes and Procedures 9.Follow all relevant department policies, processes, standard operating procedures and instructions so that work is carried out in a controlled and consistent manner Day-to-day management 10.Follow the day-to-day operations related to own jobs in the IT Service Management & End User Support department to ensure continuity of work Compliance 11.Comply with all relevant CBE regulations, banking laws, AML regulations and internal CIB policies and code of conduct in order to maintain CIB’s sound legal position and mitigate any potential risks Qualifications & Experience  Bachelor’s degree of Computer Engineering/Computer science or its equivalent.  From 1-3 years of experience in IT Service Management  Good qualifications in Computers / Communication Engineering  Understanding of Service Level Agreements and their application  Good analytical skills, structured and methodical approach  Ability to work independently and make decisions where necessary Skills  Demonstrated commitment to the provision of excellent customer support.  Ability to work and handle different situations without supervisor interference.  Ability to work as a member of a team.  Good oral and written communication skills.  Good organizational skills.

Responsibilities

The Incident Management Analyst/Senior Analyst is responsible for managing IT-related incidents impacting systems, ensuring they are resolved efficiently while minimizing business impact. This role involves validating complaints, reporting incidents, preparing communications, and coordinating with IT teams for resolution.