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Job: IT-Technical Applications Support in Maadi, Cairo

  1. EG-IT 
    • Ensure high performance, reliability, availability and operability of Sub Systems and additional software’s in support of the Bank’s objectives and line of business requirements.
    • Provide leadership and guidance in management and control of implementation processes to facilitate the successful non-disruptive implementation of hardware, software, network and application changes
    • Provide leadership and guidance in the management and control of the problems processes to provide focus on service issues through daily, weekly, monthly, quarterly reporting of trend data.
    • Provide the required technical and application support to bank users.
  2. Customer Service and Communications 
    • Communicate and document the support issues and escalating to the appropriate Manager Applications Support or vendor when necessary.
    • Coordinate activities among different business and technical groups.
    • Work with business users, EG-IT team members and vendors, monitor and report on the progress of required tasks and maintain an emphasis on the early identification and, rectification of problems.
    • Interface with internal and external entities (such as other project teams, EG-ITD units, user departments, external businesses, suppliers, vendors, etc.) with respect to projects, costs information, software, hardware and other areas as required.
  3. Reporting and Compliance 
    • Ensure all internal and external Audit and security procedure/processes are compiled strictly by all team members.
    • Define standards for Production System implementation and documentation. Ensure that all new systems comply with the set standards and relevant documents/procedures are available before live operation is commenced.
  4. SLA compliance and monitoring 
    • Key areas of focus include assessing costs, workload tracking and resource management.
    • Provides leadership and representation for the department on key organizational initiatives and planning teams
    • Develop and maintain system problem analysis and resolution techniques.
    • Provide exceptional customer service that increases the current customer satisfaction levels.
    • Ensure Maintain documentation of existing systems and processes 
    • Provide appropriate and required guidance and support as needed for the Business Resumption Plan testing, including first-level testing as required.
    • Guide and assist in other on-going projects in other functional units, from time to time, as directed by the AVP, the Head of Consolidated Services, and the Group Chief Information Officer.
  5. Leadership, coaching and mentoring 
    • Provide guidance and mentorship to the junior team members. Be a role model in terms of technical capability, adaptability and customer service focus.  
    • Develop and implement methodologies and techniques that improve efficiency and enhance productivity relating to technical studies and the systems support process.
    • Perform regular Objective and goal setting sessions with team members
    • Conduct scheduled performance appraisals as directed by the HR department.

 


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