Assist in the problem management process to identify, investigate, and resolve root causes of incidents and recurring issues.
Collaborate with stakeholders to gather information and conduct problem investigations under the guidance of senior analysts.
Analyze incident data and trends to proactively identify areas for improvement and recommend preventive measures.
Support the management and prioritization of problems based on their impact and urgency.
Contribute to the development and maintenance of problem management procedures and documentation.
Collaborate with cross-functional teams to implement corrective actions and preventive measures to address identified problems.
Assist in tracking and reporting on the progress and status of problem investigations and resolutions.
Follow problem management best practices and methodologies under the guidance of senior analysts.

Essential Qualifications:

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: understanding of 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
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

ملخص الوظيفة

Problem Management Analyst