INCIDENT MANAGEMENT ANALYST/ SENIOR ANALYST

JOB PURPOSE:
To be  a focal point for all IT related Incidents impacting Systems in order to be managed according to Incident Management process and work on resolving them while minimising impact on business operations.

Description
Incidents Handling:
1.Validate and investigate reported complaints before initiating calls or gathering required resources for incident resolving.
2.Report all incidents to Incident Manager to set priorities and assign tasks.
3.Prepare incidents communication to impacted business areas.
4.Capture Incident details and update all necessary tools and documents.
5.Ensure that Incident Management KPIs are recorded and their targets met.
6.Provide single point of contact for IT Staff regarding Systems incidents through phone calls, emails and online tickets.
7.Ensure the closure of all resolved and end-user confirmed Incident records.
8.Coordinate and follow up with different IT parties for incident report proper fulfilment and delivery. 
Policies, Processes and Procedures
9.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
10.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
11.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
    Bachelor’s degree of Computer Engineering/Computer science or its equivalent.
    From 1-3 years of experience in IT Service Management
    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.