National Bank Senior Manager (Service Desk & Monitoring) - Jobs in Kenya

National Bank Senior Manager (Service Desk & Monitoring) - Jobs in Kenya

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.


Key Responsibilities:

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.


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