Problem Management Analyst

Job Description

Problem Management Analyst On-site Cairo, Cairo Governorate, Egypt 0036 Description 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