For a leading Islamic Bank in Egypt, we are looking for IT Operation Specialist to Provide continuous operations monitoring and 1st level (L1) incident handling during assigned shifts, execute runbook-based routine tasks, and escalate to teams/vendors per agreed escalation matrix.
Working Conditions
- Shift-based work during the defined service window, including weekends and public holidays (as scheduled).
- Onsite presence required during assigned shifts.
Key Responsibilities
- Continuous monitoring of infrastructure and application alerts (servers, storage, network, and application health indicators).
- Perform IBM iSeries operational activities and basic administration per approved procedures.
- Monitor MIMIX replication and perform basic checks; escalate anomalies promptly.
- Validate alerts (screen false positives) and perform basic event correlation/triage.
- Execute daily morning health checks and daily night checks as per runbook.
- Conduct log reviews and routine alert checks; document actions and outcomes.
- Receive calls/emails from the helpdesk and/or NOC teams.
- Classify incidents and conduct initial triage according to agreed priority/severity model.
- Perform L1 troubleshooting and resolve known issues using SOPs/runbooks.
- Handle authorized user profile lock/unlock requests.
- Perform basic ATM checks and approved restart procedures; escalate to relevant teams when required.
- Execute scheduled operational tasks defined in the runbook (e.g., batch monitoring, service checks, replication checks).
- Maintain evidence (screenshots/log extracts) and update tickets/daily logbook with actions taken.
- Raise proactive alerts to the when abnormal behavior is detected.
- Prepare shift-end status report and perform structured handover at shift change (open incidents, alarms, pending activities, planned tasks).
- Escalate incidents outside L1 scope to designated teams or vendors per the escalation matrix.
Requirements:
- Bachelor's degree in computer science, Information Systems, Engineering, or equivalent experience.
- 2 -3 years of experience in IT support and operations fields.
- Hands-on experience in IT operations / NOC-style monitoring and incident handling (L1).
- Working knowledge of ITSM/ticketing tools and disciplined documentation.
- Understanding incident priority/severity, escalation, and shift handover best practices.
- Awareness of replication monitoring concepts (e.g., MIMIX) and ability to spot anomalies.
- Basic understanding of banking applications, IBM iSeries and / or IT infrastructure systems is an advantage.
- Basic monitoring fundamentals and alert triage.
- ITIL Foundation certification is preferred (or willingness to obtain).
