Job Responsibilities

IT Operations Management

• Oversee daily IT operations including data center management, servers, networks, and user support.
• Ensure IT services meet agreed Service Level Agreements (SLAs).
• Manage IT change, incident, and problem management processes in alignment with ITIL best practices.
• Coordinate system backups, disaster recovery, and business continuity testing.
• Monitor and optimize performance of IT systems to ensure maximum uptime and efficiency.

Monitoring & Incident Response

• Implement and maintain proactive monitoring tools and dashboards for system health checks.
• Define thresholds and alerts for early detection and resolution of performance issues.
• Lead incident response, root cause analysis, and continuous improvement actions.
• Maintain accurate incident and problem records for reporting and trend analysis.

Governance & Compliance

• Ensure adherence to ITIL, COBIT, ISO 20000, and ISO 27001 standards.
• Comply with Central Bank of Kenya ICT Guidelines and internal IT governance frameworks.
• Prepare detailed reports on IT performance, risks, and incidents for senior management and regulators.
• Integrate security and compliance controls within all IT operations processes.

Vendor & Stakeholder Management

• Manage relationships with IT service providers and vendors, ensuring SLA compliance.
• Evaluate vendor performance and negotiate service contracts.
• Collaborate closely with cybersecurity, infrastructure, and business units to align IT operations with organizational goals.

Leadership & Continuous Improvement

• Lead, mentor, and develop IT operations and monitoring teams.
• Foster a culture of accountability, collaboration, and continuous improvement.
• Identify opportunities for automation and AI-driven monitoring to enhance service efficiency.
• Manage the IT operations budget and ensure optimal resource utilization.

Other Requirements

Qualifications & Experience

• Bachelor’s degree in Information Technology, Computer Science, or related field.
• Master’s degree in IT Management, Business Administration, or a related discipline is an added advantage.
• Professional certifications such as ITIL, ISO 20000, COBIT, CCNA, or PMP.
• Minimum of 7 years’ experience in IT operations and service delivery, with at least 3 years in a managerial capacity.
• Strong knowledge of IT infrastructure, monitoring tools, and IT service management frameworks.