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.