PROBLEM MANAGEMENT ANALYST/ SENIOR ANALYST-(2600010J)
JOB PURPOSE:
To act as a focal point for all IT related problems impacting Systems in order to be managed according to Problem Management process and work on resolving them while minimising impact on business operations.
KEY ACCOUNTABILITIES:
Incidents Handling:
1. Validate and investigate reported problems from End Users / IT staff.
2. Report all recorded problems to Problem Manager to set priorities and assign tasks.
3. Ensure that Problem Management KPIs are recorded and their targets met.
4. Provide single point of contact for IT Staff regarding Systems suspected problems through phone calls, emails and online tickets.
5. Ensure the closure of all resolved problems after impacted business areas confirmation.
6. Coordinate and follow up with different IT parties for problem report proper fulfilment and delivery.
Policies, Processes and Procedures
7. 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
8. 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
9. 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, & SKILLS:
Qualifications & Experience
Bachelor’s degree of Computer Engineering/Computer science or its equivalent.
From 0-3 years of experience in IT field Analyst for the Analyst & From 4- 6 years of experience for the Senior Analyst
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.
*Job Weight Problem Management Analyst 17, Eligible Grades (15,16 & 17)
*Job Weight Problem Management Senior Analyst 18, Eligible Grades (16,17 & 18)
*Priority of interviews goes to the first 20 eligible applicants according to the set criteria and qualification.
*Please make sure to apply in only one vacancy at a time and to withdraw from the other vacancies.
*Please make sure to copy your direct manager for alignment in the following format: someone.example@cibeg.com
*The expiry of this post will be on 6-March-24.
Egypt-Giza-SMART VILLAGE BLDG. 1
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.
