Incident Management Engineer
- Egyptian Banks Company
- New Cairo City, Cairo Governorate, Egypt
- Full-time
وصف الوظيفة
- Evaluate, categorize, prioritize and assign the problems reported to Problem Management Team.
- Oversee Problems handling and progress and ensure following the Problem Management process.
- Initiate PBC (Problem Bridge Conference) and engage EBC teams to handle ongoing problems during working and non-working hours.
- Record problem resolution actions, activities during ongoing problems.
- Record problems related tasks and corrective actions.
- Collect inputs from problem technical owners and relevant stakeholders and ensure proper problem documentation.
- Coordinating root cause analysis and identifying permanent solutions.
- Prepare and generate Problem Management reports.
- Follow up with EBC teams on pending tasks and corrective actions to ensure problems closure.
- Improving the problem management process and reducing repeat incidents.
متطلبات الوظيفة
- Bachelor’s in Computer Science, IT, or related field
- 2–5 years in IT support, incident, or problem management
- ITIL Foundation Certification preferred
- IT infrastructure and systems knowledge
- Incident analysis, RCA, and ITSM tools (e.g., Splunk, Dynatrace)
- Familiar with change/incident management, payment systems
- Strong communication and reporting
- Cross-team coordination
- Interface with Risk, Compliance, and Audit
