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Problem Management Analyst

2 weeks ago

مصر, Egypt SSC Egypt Full time

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.

**Requirements**:
**Essential Qualifications**:

- Bachelor’s degree in Computer Science or its equivalent.
- 2+ years of experience in the IT field (1-2 years in a similar role).
- ITIL Foundation Certification
- Understanding of IT Service 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: 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