Job Vacancies at KCB Bank

The Position: 

Technology Service Delivery is responsible for managing the delivery, performance, supply chain of IT services and enterprise applications to provide the required level of service, system performance and functionality required to meet business objectives and customer (internal/external) expectations.

The Continual Service Improvement Specialist will be part of a team whose efforts are directed to ensure that prioritization of improvement initiatives is aligned with desired impact to revenue generation, cost containment and customer satisfaction.

The optimal outcome of a successful Continual Service Improvement program will be:

• Gradual, but sustained reduction of incidents in the technology division, therefore reducing technology related revenue and cost impact to the bank.
• Increasing levels of adherence to SLAs between business and technology divisions, therefore leading to a reduction in risk to the bank and greater productivity across business lines and ancillary functions of the bank.
• Reduced friction to customers of the bank when utilizing KCB’s technology, leading to overall reduction in Customer Effort Score (CES).

Key Responsibilities:

• Expert participation in the Continual Service Improvement program for KCB Technology Division, including facilitation of the required reporting against an evolving set of KPI’s to ensure optimal utilization of efforts and resources.
• Expert participation in the Problem Management Process for KCB Technology, leading to a sustainable resolution of recurring high impact incidents.
• Analysis of all major incidents and breaches of SLAs in respect of impact to the bank across revenue, cost and risk dimensions for the purpose of prioritization of improvement plans, both tactical and strategic.
• Analysis of Apdex scores and top user complaints from CX for critical customer facing technology in respect of impact to the bank across dimensions of CES and predicted customer churn for the purpose of prioritization of improvement plans, both tactical and strategic.
• Analysis of operational procedures within Development (DevOps), Transition Management, Infrastructure and Service Operations in respect of contribution to incident frequency and impact for the purpose of identifying improvement opportunities.
• Expert contribution into the creation of capabilities to measure progress against KPI’s to demonstrate the effectiveness of the Continual Service Improvement function.
• Active participation in the Continual Service Improvement plan, consisting of both strategic and tactical initiatives to ensure projected KPI targets are met.

The Person:

For the above position, the successful applicant should have the following:

• Bachelor’s degree in Information Technology or related field from a recognized university.
• Professional qualifications in ITIL.
• 4 years’ experience in ITIL Problem Management or Continual Service Improvement.
• 2 years in Incident Management and Root Cause Analysis.
• Exceptional interpersonal skills, including teamwork, facilitation, and negotiation.

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The Position: 

The purpose of this role is to monitor and enforce the compliance with KCB Technology Group Technology Policies, Standards, Guidelines and Principles.

The job holder will be expected to lead and manage a team that will come up with strategies and tactics to monitor the consistent application of Governance processes and Systems configuration guidelines in conformance with KCB Technology Policies.

He/ She will be expected to generate management reports highlighting areas of exception and propose interventions required to remedy the gaps.

Key Responsibilities:

• To monitor Technology Systems Status against set baseline standards and configurations, generate exception reports, assign actions and track remedial measures.
• To drive compliance to KCB Group Technology Policies, Standards and Processes through awareness, education, proactive reporting and escalations.
• To periodically review and report on the status of IT General Controls, recommend adjustments and changes required to improve efficacy.
• Manage and lead a team that drives compliance and adoption of Technology best practice standards within the organization
• Periodically review the implementation of Core IT Processes. Track resolution of any identified gaps. Such processes include:

1. Technology Change Control Process,
2. Backup & Recovery Processes,
3. Disaster recovery processes
4. Cyber security processes
5. Logical Access Management Processes,
6. Incident and Problem Management processes and any other as may be determined.

• To review Governance and Control Instruments covering new and Emerging areas of Technology including Cloud Computing, Artificial Intelligence and Machine Learning, Robotic Process Automation.
• Review risk management tools and practices within IT, including Risk Control Self Assessments (RCSA).
• To Monitor the status of IT Operational Checklists and Playbooks and support system administrators in mitigating gaps in the current instruments.
• Facilitate co-operation with Internal and external auditors coordinating access, provision of information required and tracking resolution of identified gaps.

The Person:

For the above position, the successful applicant should have the following:

• Bachelor’s degree in Computer Science, Computer Engineering, Information Technology, or related from a recognized university.
• Professional qualifications such as COBIT, CGET, CISA or CISM.
• 10 years’ experience in Information Technology with at least 8 years’ experience in one of the following disciplines - IT Governance, IT Security, IT/IS Audit, IT/IS Risk.
• Prior working experience in a leading formal IT General Controls for at least 3 years.
• Experience with operating systems such as Windows & Unix.
• Experience with Network Services and protocols and Internetworking Technology.
• Exceptional interpersonal skills, including teamwork, facilitation, and negotiation.
• Excellent planning and organizational skills with ability to breakdown complex items to actionable elements.

The above position is demanding role for which the Bank will provide a competitive remuneration package to the succe

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The Position: 

Technology Infrastructure department oversees planning, deployment and operation of state-of-the-art infrastructure services that include server, storage, network, databases, and cloud that support mission critical services for the Bank.

The role holder will provide expertise required for planning, implementation, and operations of the Bank’s Oracle Database Systems. The environment is composed of many Oracle databases running on Oracle Engineered Systems that support mission critical business services. 

Key Responsibilities:

• Responsible for support of Oracle database systems including but not limited to availability, performance, and reliability of database systems.
• Responsible for interfacing with application development teams to ensure applications fit within the Oracle database systems with scalability, reliability and security designed and implemented from the onset. 
• Perform database performance analysis, tuning, capacity planning, system sizing and ongoing maintenance to ensure maximum performance.
• Implement database backup and recovery strategies that meet KCB’s recovery and availability requirements.
• Setup and document database related processes and procedures   for Business Continuity.
• Recommend best practices and ensure they are implemented and incorporated into DBA procedures.
• Diagnose and solve complex problems including non-functional problems such as performance issues with Oracle Engineered Systems by identifying workarounds and driving resolution.
• Provide technical guidance for design, development, integration, and testing of production Oracle databases.
• Responsible for ensuring conformance to security standards for all Oracle databases.
• Design BCP and HA solutions for Oracle database systems to achieve required uptime SLA for mission critical applications.

The Person:

For the above position, the successful applicant should have the following:

• Bachelor’s degree in ICT related field or Electrical Engineering from a recognized university.
• Certification in Oracle – Oracle Certified Professional (OCP) is required; Oracle Certified Master (OCM) is preferred.
• 10 years’ experience in Information Technology with at least 7 years’ experience in database management in environments with Oracle RAC, Dataguard, RMAN and Exadata Engineered Systems.
• Experience in Opensource SQL database (MySQL/Maria DB, PostgreSQL) an added advantage.

• Strong interpersonal and communication skills.

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The Position: 

Technology Relationship Management involves strategies to build client support for all business and its offerings, and increase brand loyalty

The Senior Relationship Manager Ancillary Divisions will focus on the enablement of the supporting functions of the bank, more specifically Group Shared Services, Finance, Human Resources, Customer Experience, Audit, Risk, Marketing and Communications and Legal in pursuit of their strategic objectives through the efficient use of technology.

Together with a team of Change Evaluation Analysts, the role holder will translate business objectives across divisions consistently into enabling technology initiatives that are subsequently prioritized through the Senior Manager, Demand Management and delivered through the change organization of the Technology Department, consisting of Development, Architecture & Governance and Transition Management.

The success of the role holder will be measured against the timely prioritization and delivery of the key enabling change initiatives for each of the divisions.

Key Responsibilities:

• Develop key enabling initiatives to support strategic objectives of each divisional director through the efficient use of technology
• Oversee the prioritization of initiatives, drive the governance process surrounding these enabling initiatives through the appropriate and timely use of the Group Technology Steering Committee together with the respective divisional directors.
• Oversee the delivery of enabling initiatives in time and on budget, in close collaboration with the Technology change organization.
• Proactively communicate Technology strategy, policies, and procedures to divisional directors, including the process of evaluating the priority of enabling initiatives through a high-level assessment of impact versus effort against the dimensions of revenue, cost and customer satisfaction.
• Provide timely updates on the progress of enabling initiatives to respective divisional directors and their respective heads of departments through regular meetings and reports.
• Evangelize opportunities for increased uptake of technology, especially with respect to achieve greater automation across divisions.
• Effectively manage the relationship with divisional directors, proactively manage expectations and handle concerns and complaints in a professional and effective manner.

The Person:

For the above position, the successful applicant should have the following:

• Bachelor's degree in Technology, Business, or related field.
• Certification in ITIL Foundation or Project Management such as PRINCE is required.
• 8 years’ experience in Technology within banking or related sector performing a similar role.
• Good understanding of technology trends and strategies.
• Exemplary interpersonal, stakeholder management and communication skills.