CI
CibegPROBLEM MANAGEMENT ANALYST/ SENIOR ANALYST
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Before you apply
LocationEgypt-Giza-SMART VILLAGE BLDG. 1
Work modeon-site
Typefull-time
SeniorityMid
ExperienceUp to 6 yrs
DepartmentIT Service Management & End User Support
Company size1,001–5,000 people
First seenOct 18, 2026 · 2w ago
Verified live1d ago
At a glanceSummarised by Seekless from the posting.
Bachelor's degree of Computer Engineering/Computer science or its equivalent
From 0-3 years of experience in IT field Analyst for the Analyst & From 4-6 years of experience for the Senior Analyst
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
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
Comply with all relevant CBE regulations, banking laws, AML regulations and internal CIB policies and code of conduct
About the role
JOB PURPOSE:
To act as a focal point for all IT related problems impacting Systems in order to be managed according to Problem Management process and work on resolving them while minimising impact on business operations.
Responsibilities
KEY ACCOUNTABILITIES:
Description
Incidents Handling: 1. Validate and investigate reported problems from End Users / IT staff. 2. Report all recorded problems to Problem Manager to set priorities and assign tasks. 3. Ensure that Problem Management KPIs are recorded and their targets met. 4. Provide single point of contact for IT Staff regarding Systems suspected problems through phone calls, emails and online tickets. 5. Ensure the closure of all resolved problems after impacted business areas confirmation. 6. Coordinate and follow up with different IT parties for problem report proper fulfilment and delivery.
Policies, Processes and Procedures 7. 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 8. 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 9. 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
Requirements
QUALIFICATIONS, EXPERIENCE, & SKILLS:
Qualifications & Experience Bachelor’s degree of Computer Engineering/Computer science or its equivalent. From 0-3 years of experience in IT field Analyst for the Analyst & From 4- 6 years of experience for the Senior Analyst 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.