Team Leader Service Operations Centre at NCBA Group

Job Purpose Statement

The Team Leader, Service Operations Center role is responsible for BanqTech centralized IT Service Management; The primary objective of the role is to monitor the quality of all the IT services and taking the necessary actions in the case of service disruptions or degradation in order to decrease the MTTR (Mean Time to Recovery). The role establishes develops policies for implementation based on the ITIL framework, designed to ensure consistently high service performance, ensure the effective and efficient management of all aspects of IT service monitoring and major incidents management to develop quality improvement processes and ultimately improve outcomes for clients.

Key Accountabilities (Duties and Responsibilities)

Governance 20% 

• To develop, implement and continuously improve IT
• Service Monitoring based on ITIL as the selected service governance framework. Ensure the development and implementation of appropriate strategies to monitor all
• services, system performance and reporting that meet business objectives.

Problem Management 35% 

• To provide management and to take end to end ownership of problem management and ensuring coordination of resolving parties, effective communication to stakeholders and sharing of root cause analysis reports

Major Incident Management 35% 

• To take end to end ownership of major incidents and ensuring coordination of resolving parties, effective communication to stakeholders and post incident reviews.

Team Management 10% 

• Provide great leadership for the IT Service Operations organization through resourcing, knowledge transfer, coaching and succession planning in-order to facilitate a
• conducive work environment and employee satisfaction. 

Ideal Job Specifications

Academic:

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

Professional:

• ITIL Foundation a must.
• ITIL service practitioner would be an added advantage.
• Adequate understanding of the various banking business systems and computer operations processes.
• Sound knowledge of Information technology and related support architectures.

Desired work experience:

• 4 years’ relevant experience with 2 years’ in a service management/monitoring role.