Network Operations Centre Analyst at NCBA Group

Job Purpose Statement

The primary objective of the Service Operations Centre officer is to monitor the quality of all IT services and take necessary actions in case of service disruptions or degradation to decrease the Mean Time to Recovery (MTTR).

Key Accountabilities (Duties and Responsibilities)

Key Result Areas:

• Service Monitoring (60%)

  • Provide management oversight for the group IT Service Operations Centre (SOC).
  • Ensure NCBA group services are monitored 24/7 across all domains.

• Major Incident Management (40%)

  • Take end-to-end ownership of major incidents.
  • Ensure coordination of resolving parties and effective communication to stakeholders on a 24/7 basis.

Job Specifications

Ideal Person Specifications:

Academic Qualifications:

• A Bachelor’s degree in Computer Science, Information Technology, or a related field.

Professional Training:

• ITIL Foundation would be an added advantage.

Desired Work Experience:

• Adequate understanding of various banking business systems and computer operations processes.
• Demonstrable experience working in a professional IT environment.
• Sound knowledge of Information Technology and related support architectures.

Technical Competencies:

• Customer Focus:

  • Technical skills to effectively perform service monitoring and quality controls, consistently producing high-quality service.

• Technology Awareness:

  • Good knowledge of technology trends and the ability to recognize and understand the usefulness of such technology for business success.

• Banking Knowledge:

  • Broad knowledge of banking operations, bank products, banking regulations, and regulatory bodies.
  • Appreciation of the role of various departments within the bank.
  • Excellent understanding of procedures, processes, and products in own area of work.

• Quality Orientation:

  • Awareness of goals and quality standards. Follows through to ensure that quality and productivity standards are met.

Behavioral Competencies:

• Communication Skills (Oral and Written):

  • High level of oral and written communication skills to communicate effectively with executives, senior managers, colleagues, and other stakeholders.

• Problem Solving and Analysis:

  • Analyzes issues and breaks them down into component parts. Makes systematic and rational judgments based on relevant information.

• Personal Motivation and Drive:

  • Commits to working hard towards goals. Shows enthusiasm and career commitment.

• Adaptability and Change Orientation:

  • Willingness to challenge the status quo and adopt new approaches and perspectives.

• Patience:

  • Patience, tolerance, and resilience to manage pressure under critical and demanding situations.

• Initiative:

  • Contributes ideas to the development of new products or services.

Job Dimensions

Reporting Relationships:

• Direct Reports: None
• Indirect Reports: None

Stakeholder Management:

• Internal: All departments and countries in the group
• External: IT Vendors and Partners (e.g., Aggregators, Telcos) and regulatory authorities (e.g., KRA)

Decision Making Authority/Mandates/Constraints:
This is an operational role empowered to execute the following:

• Classification of incidents based on impact, urgency, and priority.
• Evaluation, assignment, and escalation of incidents to appropriate support groups or vendors.
• Actions to restore service during an incident management call with relevant support groups.
• Actions in response to events and/or alerts generated by monitoring systems after consultation with relevant support groups.

Work Cycle and Impact:

• Time Horizon: 1 – 3 months