National Bank – A Subsidiary of KCB Group Plc
Position Title: Senior Manager – Service Desk & Monitoring
Job Ref No. HR/053/2022
Division: ICT Division
Location: Head Office
Reporting to: Head ICT Service Delivery
Position Scope: Responsible for overseeing the day-to-day activities of service-desk and monitoring operations to ensure both internal and external customers can access ICT Service at the agreed uptime and availability.
In addition, he/she will be responsible for ensuring a high performance culture for the service desk and monitoring unit.
Provide support in the review and maintenance of the unit’s policies, procedures, guidelines and operating standards in line with the ICT overall strategy.
Provide team leadership and operationalisation of Service Desk and Monitoring teams
Encourage a culture of knowledge management, continual improvement and high performance for the team
Maintaining and determining standard operational procedures for Monitoring and Service desk operations
To develop, implement and continuously improve ICT “best practice” tools and processes based on IT services management frameworks like ITIL
Own the ICT services catalogues and ensure it is regularly updated with all services provided by ICT.
Oversight and ensure best practice in monitoring operation of infrastructure,databases, applications, channels and security activities.
Responsible to ensure tickets are handled as per agreed SLA
Responsible for communication of downtimes and follow up for closure.
Ensure tickets are properly priotized handle escalations and eventuatually resolving the issue
Collaborate with other ICT teams for continual service improvement
Act as a further escalation point for unresolved or escalated calls
Monitor team metrics and address any bottlenecks/issues with regards to Monitoring and Ticket Resolution
Focus on Service Level Agreements and ensuring the team is meeting commitments
Responsible for Issue management and problem management – ensuring comprehensive database of queries and resolutions is kept up to date
Provide periodic reports on Service Levels , Ticket Resolution rate ,Customer Satisfaction Incident
Management, RCAs, Uptime and Availability in accordance with ITIL practices
Stakeholder Management and collaboration with other teams in ICT for optimization opportunities
Provide support for the Audits and support in audit closure as per the required standards.
Ensure implementation of mechanisms for identification and filtering of incidents including access breaches at the unit and ensure relevant actions by relevant team/s are taken.
Responsible for management of user -provisioning, user de provisioning, user change management and user access breach among others as per the policies, procedures and guidelines.
Assess and implement actions pertinent to the unit resulting from periodic user recertification exercises and compliance checks.
Perform any other duties as maybe assigned by team lead.
Qualifications, Experience, Skills & Personal Attributes:
A bachelor’s degree in IT or related field from an accredited University.
ITIL Certification will be an added advantage.
Professional Banking qualifications will be an added advantage.
Five (5) years working experience in busy Banking ICT Environment.
Competence in the Microsoft Office suite
Knowledgeable in Banking Systems.
Excellent problem-solving skills.
Good organizational and resource management skills.
Exposure to Project Management and ITIL certification will added advantages.
Professionalism –maintains a professional approach based on ethics and NBK values.
Integrity and honesty and ethics- ensures ethical practices and integrity and ensures NBK is not put at reputational risk.
Excellent interpersonal/teamwork and communication skills.
Customer orientation – is customer focused striking a solid balance between external and internal customer orientation.
Resilience –is able to withstand operational challenges and maintain momentum.
How to apply
Send your CV and application letter showing how you meet the role requirement stated above to: Recruitment@nationalbank.co.ke by Monday, 15th August 2022.
Please note that applications received after the deadline will not be considered.
Only shortlisted candidates will be contacted for the next stage/s of the process.