Job Description

National Bank – A Subsidiary of KCB Group Plc

Position Title: Senior Manager – Service Desk & Monitoring

Job Ref No. HR/053/2022

1 Available Position

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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