IT Specialist (Incident Management)

Company Overview:
At dopay, we are revolutionizing payroll solutions for cash-based workers, integrating them into the mainstream financial system. With our innovative technology, we empower employees across emerging markets. Located at the Greek Campus in downtown Cairo, we are on a mission to enhance financial inclusion with a dynamic team of professionals.

Role Overview:
We are looking for an IT Specialist focused on Incident Management to join our growing team. In this role, you will be responsible for managing and resolving incidents related to our IT infrastructure, ensuring the smooth operation of our services, and minimizing downtime. You will work collaboratively with cross-functional teams to address issues efficiently and improve our incident management processes.

Key Responsibilities:

• Monitor, categorize, and prioritize incidents reported by users to ensure timely and effective resolution.
• Investigate, troubleshoot, and resolve IT incidents, applying problem-solving skills and technical knowledge.
• Document incident resolutions, root causes, and corrective actions in the incident management system.
• Collaborate with other IT team members and departments to identify recurring issues and suggest improvements.
• Assist in maintaining a knowledge base for effective incident resolution and preventive measures.
• Coordinate with external vendors and support services as needed for incident resolution.

Requirements

• Bachelor's degree in Information Technology, Computer Science, or a related field.
• 3+ years of experience in IT support or incident management roles.
• Strong problem-solving abilities and technical troubleshooting skills.
• Knowledge of incident management frameworks, such as ITIL.
• Experience with ticketing systems and documentation practices.
• Excellent communication skills in both English and Arabic.
• Ability to work in a fast-paced environment and handle multiple incidents effectively.
• Customer-focused mindset with a strong commitment to service quality.
• Relevant certifications (e.g., ITIL Foundation) are a plus.

Benefits

Why Join dopay?

• Growth Potential: Be part of the bank partner's team, and plot your career growth in banking and fintech. As dopay grows, so will your role and responsibilities.
• Training and Development: You'll be provided you with the tools, training, and support you need to succeed and develop your career.
• Fast-Paced, Mission-Driven Environment: dopay is a fintech company making a real difference by promoting financial inclusion. Be part of a team at our bank partner that’s committed to helping workers gain financial access through digital solutions.
• Collaborative Culture: You’ll work with a supportive and dynamic team that’s passionate about our mission.