Problem Management Senior Analyst
- SSC Egypt
- Cairo, Cairo Governorate, Egypt
- Full-time
وصف الوظيفة
- Lead and coordinate the problem management process to identify, investigate, and resolve root causes of incidents and recurring issues.
- Analyze incident data and trends to proactively identify areas for improvement and implement preventive measures.
- Work closely with stakeholders to gather information and conduct in-depth problem investigations, ensuring efficient and effective problem resolution.
- Manage and prioritize problems based on their impact and urgency, ensuring appropriate resources are allocated for timely resolution.
- Develop and maintain problem management procedures and documentation, including problem records, root cause analysis reports, and known error databases.
- Collaborate with cross-functional teams to implement corrective actions and preventive measures to address identified problems.
- Track and report on the progress and status of problem investigations and resolutions to management and stakeholders.
- Provide training and guidance to other team members on problem management best practices and methodologies.
متطلبات الوظيفة
- Essential Qualifications:
- Bachelor’s degree in Computer Science or its equivalent.
- 4+ years of experience in IT field (1-2 years’ in similar role).
- ITIL Foundation Certification
- Experience in IT Service Management
- Experience in Problem Management
- Preferred Qualifications:
- An ITIL qualification is preferable
- MCSA ( Microsoft Certified Solutions Associate )
- CCNA
- Knowledge of different IT systems and Environments (Including OS Platforms, Applications , Databases, etc..).
- Network Knowledge
- Experience in Information Technology Industries, Service Providers & Banking sectors
- Skills
- Troubleshooting Skills : hands-on experience in events validation
- Advanced skills in data analysis, presentation and report writing
- Demonstrated commitment to the provision of excellent Services stability and availability
- Ability to work under pressure and adapt to changing scenarios whilst meeting high customer expectations
- Leadership skills
- Good Team Player
- Good command of English and Arabic languages
- Very Good Communication skills
- Very Good organizational skills
- Good Knowledge in End-user technologies
- Good Analytical Thinking and problem-solving skills
