Officer – Service Monitoring (Primary & Secondary sites) at Kenya Revenue Authority (KRA)

Job Summary:

• The job holder is responsible for 24/7  Service monitoring of all KRA systems and reporting on systems availability.

Key Responsibilities: 

• Service monitoring infrastructure that monitors real time events on servers, networks, applications and databases.
• Institute an organization wide service-monitoring infrastructure that monitors real time events on servers, services, network, database and applications and escalate to relevant sections.
• Institute a 24/7 monitoring shift.
• Daily recording, analysis, and escalation of reports generated from automated monitoring tools and developing daily Service Outage Reports.
• Assist other ICT sections on root cause analysis on problems flagged as recurrent by automated monitoring tools.
• Application of appropriate technologies to enhance efficiency of KRA systems, e.g. mail and other workflow related solutions.
• Negotiate with stakeholders’ e.g. business departments like C&BC and CSD in developing relevant business thresholds and standards for service monitoring.
• Participate in identifying and configuring of the components to be monitored; set up thresholds, and monitor the systems performance, availability and capacity against the defined thresholds.
• Escalate analyzed and categorized alerts to Service desk to defined recipients as per the service Outage notification Procedure and update the escalation procedure
• Perform any other job given/assigned by the supervisor.
• Ensure conformity to ISO (9001/2015 and 27001/2013) and data security requirements.

Academic Qualifications       

• Bachelors in Computer Science, Bachelor of Science in Information Technology/ Bachelor of Business Information Technology or its Equivalent

Key Competencies     

• Organisational skills
• Analytical skills
• Interpersonal skills
• Communication skills
• Team player
• Work well under pressure
• Problem solving skills
• Results oriented