Job Description

Roles & Responsibilities

1. Perform the daily technical support tasks and handle the raised tickets related to in-domain Apps to properly close and reply to customer and user issues.

2. Support the Senior Officer with analysing and diagnosing the technical problems in the supported applications in the production environment.

3. Being on-call out of working hours for urgent system problems.

4. Report incidents to IT service desk and generate monthly reports of all detected and resolved issues to maintain tracking history.

5. Perform the required deployments and prepare the change requests related to in-domain Apps and share them with the Senior Officer to ensure deployments are done with no issues via performing the needed post production checks.

6. Install software updates and new releases for the supported applications and terminals to avoid any service interruption and the maximum acceptance.

7. Handle Automations for the manual tasks and handover to operations teams

8. Empower First Call resolution though User Empowerment through Self Services for both service desk and customer care / call center; if applicable.

9. Troubleshoot and perform root cause analysis of all reported problems over the supported applications and share it with the Senior Officer to take it forward.

10. Apply and test the fixes received from the vendor over test environment to ensure that issue is recovered.

11. Assist the Senior Officer in Sharing all changes, enhancements and projects in-domain by attending business and technical training and to receive handover from implementation teams to be able to perform its production support.

12. Maintaining and updating technical documents and procedures

13. 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

14. Follow all relevant department policies, processes, standard operating procedures and instructions so that work is carried out in a controlled and consistent manner

15. Follow the day-to-day operations related to own jobs in the Production Application Support department to ensure continuity of work

Desired Candidate Profile

Bachelor s degree in Engineering, Computer science or equivalent

Minimum 2 years of experience in Information Technology field for the Officer