Job Vacancies at Equity Bank Kenya

Job Purpose

• The Manager, IT Knowledge Management will lead the design, implementation, and governance of IT knowledge strategies to enhance IT Service Management (ITSM) effectiveness and organizational learning.
• This role is critical in ensuring IT knowledge assets—including documentation, playbooks, incident resolutions, and lessons learned—are systematically captured, structured, and shared to enable efficiency, reduce waste, and improve service quality.
• The incumbent will manage a team responsible for maintaining IT knowledge repositories, driving knowledge-sharing culture, and aligning knowledge management initiatives with enterprise goals and compliance standards.

Job Responsibilities / Accountabilities

• Develop and implement a strategic roadmap for IT Knowledge Management in alignment with ITSM frameworks and organizational objectives.
• Lead the establishment and governance of IT knowledge repositories, ensuring content accuracy, accessibility, and usability.
• Define standards, processes, and best practices for knowledge capture, curation, and dissemination across IT teams.
• Collaborate with IT Operations, Service Management, DevOps, and business stakeholders to ensure IT knowledge supports end-to-end service delivery.
• Oversee the integration of knowledge management practices with ITSM tools to streamline support and incident resolution.
• Promote adoption of self-service knowledge portals to enhance user experience and reduce support demand.
• Monitor knowledge usage, quality, and effectiveness through KPIs, analytics, and feedback loops.
• Stay abreast of emerging technologies such as AI-driven knowledge management, chatbots, and machine learning for knowledge search and recommendation.
• Lead, mentor, and develop a team of knowledge analysts/administrators to deliver on KM objectives.
• Ensure compliance with IT governance, security, and regulatory standards in all knowledge management activities.
• Foster a culture of continuous improvement, collaboration, and innovation within IT and across stakeholder groups.

Qualifications

Requirements

• University degree in Computer Science, Information Technology, Knowledge Management, or a related discipline.
• 5+ years of experience in IT Service Management, Knowledge Management, or ITSM-related leadership roles.
• Proven experience managing enterprise-level knowledgebases or Centers of Excellence.
• Strong knowledge of ITIL framework, ITSM tools (ServiceNow, BMC Remedy), and collaboration platforms (Confluence, SharePoint, Jira).
• Experience integrating knowledge management with ITSM, DevOps, or Agile models.
• Skilled in data-driven decision-making, reporting, and knowledge analytics.
• Excellent leadership, communication, and change management skills.
• Experience with vendor management and enterprise knowledge tools.
• Familiarity with emerging trends such as AI-powered KM, self-service portals, and intelligent search.
• Project Management certifications (e.g., PMP, PRINCE2) desirable.

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Job Responsibilities/ Accountabilities:

• Lead and oversee the day-to-day operations of the Service Monitoring Center (SMC), Service Desk, Incident & Problem Management functions within a 24x7 enterprise environment.
• Serve as the key escalation contact and principal decision-maker for Major Incidents, driving resolution efforts and coordinating communication to various stakeholders.
• Enhance and enforce ITIL-based processes for Event, Incident, Problem & Continual Improvement, and Service Request Management across all IT operational teams.
• Manage and mature Service Desk operations to achieve/exceed first-contact resolution, customer satisfaction and SLA adherence targets.
• Develop Service Monitoring strategies for end-to-end real-time service, system & infrastructure monitoring, proactive issue detection, and incident escalation.
• Lead Post-Incident Reviews (PIRs), drive follow-ups for permanent fixes, preventive actions and address incident recurrences.
• Monitor and report on service KPIs, SLAs, and operational performance metrics to IT leadership and business stakeholders.
• Drive process automation and continual service improvement (CSI) initiatives across all operational towers.
• Ensure compliance with internal controls, security policies, and regulatory standards across operations.
• Collaborate with cross-functional teams, and external partners to improve service resilience and operational capabilities.
• Provide coaching and direction to a team of operational managers and technical staff to build a high-performing operations organization.
• Oversee staff performance, recruitment, development, and support efforts to retain effective teams.

Qualifications

Essential Knowledge:

• Strong understanding of ITIL v4.
• Working knowledge of monitoring tools and IT Service Management platforms.
• Familiarity with infrastructure components, networking, cloud environments, and enterprise systems.
• Experience in vendor and SLA management.