محلل إدارة الحوادث/محلل أول

Commercial International Bank

هدف الوظيفة:
أن تكون نقطة الاتصال لجميع الحوادث المتعلقة بتكنولوجيا المعلومات التي تؤثر على الأنظمة ليتم إدارتها وفقًا لعملية إدارة الحوادث والعمل على حلها مع تقليل التأثير على عمليات الأعمال.

الوصف
التعامل مع الحوادث:
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.
السياسات والعمليات والإجراءات
9. Follow all relevant department policies, processes, standard operating procedures and instructions so that work is carried out in a controlled and consistent manner
الإدارة اليومية
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
الامتثال
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