DIGITAL APPLICATIONS SUPPORT OFFICER-(260000ZU)
JOB PURPOSE:
To provide advanced and highly efficient technical & functional support for all production applications. Senior Officer will additionally, handle the complex and major incidents and will contribute in preparing the incident reports
Analyse and diagnose technical problems in the supported applications in the production environment with full ownership and accountability over the production environment entailing fast restoration of services in case of outages.
Perform the daily technical support tasks and handle the raised tickets related to in-domain Apps to properly close and reply to customer and user issues.
Apply with vendor involvement, if required - all updates, upgrades, and certifications required to maintain best performance over the concerned applications.
Being on-call out of working hours for urgent system problems.
Report incidents to IT service desk and generate monthly reports of all detected and resolved issues to maintain tracking history.
Perform the required deployments and implement requested Change requests related to in-domain Apps and ensure deployments are done with no issues via performing the needed post production checks.
Install software updates and new releases for the supported applications and terminals to avoid any service interruption and the maximum acceptance.
Perform Periodic Health Checks & ensure Monitoring is in place for in-domain Apps & Develop New Health Checks/Alarms for in-domain Apps
Handle Automations for the manual tasks and handover to operations teams
Empower First Call resolution though User Empowerment through Self Services for both service desk and customer care / call center; if applicable.
Troubleshoot and perform root cause analysis of all reported problems over the supported applications.
Apply and test the fixes received from the vendor over test environment to ensure that issue is recovered.
Share in all changes, enhancements and projects in-domain by attending business and technical training and to receive handover from implementation teams to be able to perform its production support.
Maintaining and updating technical documents and procedures
Compliance:
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
Policies, Processes and Procedures
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 operations
Follow the day-to-day operations related to own jobs in the Production Application Support department to ensure continuity of work
Qualifications
Bachelor’s degree in Engineering, Computer science or equivalent
Minimum 2 years of experience in Information Technology field for the Officer & Minimum 4 years for the Senior Officer
Skills
Very good command of written and spoken English Language
Good Analytical skills
Egypt-Giza-SMART VILLAGE BLDG. 1
B219 - Financial District, Smart Village, Cairo - Alex Desert Road
Back Office
FINANCE, STRATEGY, OPERATIONS & TECHNOLOGY
Day JobJob TypeFull-time Employee
Commercial International Bank was established in 1975 as a joint venture between the National Bank of Egypt (NBE, 51%) and the Chase Manhattan Bank (49%) under the name "Chase National Bank of Egypt”. Following Chase's decision to divest its equity stake in 1987, NBE increased its shareholding to 99.9%, changing the Bank’s name to Commercial International Bank (Egypt) S.A.E. NBE’s stake gradually decreased through several public offerings till reaching 18.7%. In 2006, a Consortium led by Ripplewood Holdings acquired NBE stake. In July 2009, Actis, a leading emerging markets private equity firm, invested US$ 244 million to get shares in CIB, acquiring hence 50% of the Ripplewood Holdings Consortium’s stake. Five months later, Ripplewood sold its remaining 4.7% stake over the open market, marking the successful transition of strategic partnership to be with Actis, who then became CIB’s largest shareholder with a 9.1% stake. In March 2014,Actis sold a portion of its holding, representing 2.6% of the Bank’s total outstanding shares, in the open market to a group of international investors. In May 2014, Actis, successfully realised its investment in CIB and sold its remaining 6.5% to Subsidiaries wholly owned by Fairfax Financial Holdings Ltd “Fairfax”.
CIB is Egypt’s leading private sector bank, offering a broad range of financial products and services to its customers, including enterprises of all sizes, institutions, households and high-net worth individuals. CIB strives to provide superior financial solutions to meet all customers’ needs. Having the strongest brand equity rightfully places CIB as the bank of choice for over 500 of Egypt’s largest corporations. CIB shows tremendous potential within the bourgeoning Retail and SME Banking markets. Through its superior management, high-operating standards, corporate governance best practices and training programs,CIB has succeeded in becoming the most profitable commercial bank operating in Egypt for more than 40 years.
