Careers at Equity Bank Kenya

Role Brief

• The Major Incident Senior Manager will work across all IT Services/Suppliers and will be accountable for the end-to-end management of Major IT Incidents.
• They will be the primary point of contact for timely communication to business & technical stakeholders in relation to Major Incidents and will co-ordinate all activities from internal and external service providers throughout investigation and resolution of the incident.
• The Major Incident Senior Manager will be accountable for the full lifecycle of the Major Incident practice including the post incident activities, ensuring that all learnings are identified, mitigating actions are agreed and tracked through to implementation.

Role Responsibility

• Ensure that Major Incidents are managed in accordance with the Major Incident Management policy & procedures to minimize negative impact to Business Operations.
• Business Impact Assessment of the Incident, setting the priority and deciding how the incident will be managed.
• Assessment and decisions on internal & supplier resolver groups to be engaged in the Major Incident.
• Lead the investigation and resolution of the Major Incident including running War room co-ordination, documenting, and tracking progress and the timeline through to resolution.
• Accountable for timely functional & hierarchical communication of Major Incidents.
• Accountable for the Post Incident Review (PIR) meeting for all Major & Critical Incidents, collating, assigning actions & tracking to closure.
• Accountable for tracking the PIR actions and ensuring that they are completed within the agreed timescales.
• Produce Daily, Weekly and Monthly reporting on Major Incidents, Escalations and PIR actions progress to the IT Leadership Team.
• Review all IT Change Requests during CAB and challenge plans where appropriate in order to ensure system stability and service availability is retained.
• Provide timely and accurate communication/reports to management, colleagues, customers where required, including appropriate escalation of issues.
• Establish, maintain, and maximize working relationships with key external partners/suppliers that provide support services. Work collaboratively with these parties on incidents, optimizing their activities and ensuring that they are focused on service restoration.
• Work in close collaboration with the CX & Communications Team to ensure timely communication of Major Incidents.
• Support the continuous improvement of the Major Incident Management team and the Incident Management Process/practice to reduce the business impact of IT Service interruptions.
• Work in close collaboration with the Problem Management Team to proactively & reactively propose Problem tickets.
• Champion ITIL Major Incident Management Process within the Bank.
• Produce and maintain MIR’s (Major Incident Reviews) reports to a variety of stakeholders including senior and executive management.
• Produce Daily, Weekly and Monthly reporting to stakeholders on key Major Incident Management metrics.
• Coach, mentor, lead and manage staff performance in the team.

Qualifications

Role Requirements

• University degree or equivalent with a minimum of 5-7 years IT Service Management Experience.
• At least 3 years’ experience in Major Incident Management.
• ITIL / ISO 20000 Certification.
• ITIL Intermediate certification(s) is an added advantage.
• Proficient knowledge in IT infrastructure (hardware, databases, operating systems, local area networks, transaction processing systems).
• Project Management skills / Certifications desirable.
• Excellent interpersonal and stakeholder management skills to act as a single point of contact for Business & Technical teams in relation to Major Incidents and Escalations.
• Strong analytical skills and able to collate and interpret data from various sources.
• Experience of management and maintenance of relationships with suppliers of planned and operational services.

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Role Brief

The Problem Manager will be accountable for the end-to-end management of IT related Problems. The incumbent will be responsible for identifying problems (proactively & reactively), performing root cause analysis, tracking of permanent fix implementations or workarounds, updating Known error records & continual service improvements across all services and suppliers to eliminate recurring Incidents and to minimize the impact of Incidents that cannot be prevented.

Role Responsibility

• Lead Weekly Problem Management Review meetings.
• Champion the ITIL Problem Management Process within the Bank.
• Proactively identify potential IT related problems as defined in the Problem Management policy.
• Accountable for minimizing and mitigating business-impacting incidents through controlled problem identification as defined in the policy.
• Ensure Problems are resolved to satisfaction according to SLAs and KPIs while implementing corrective actions as required.
• Support the continuous improvement of the Problem Management team and the Problem Management Process/practice to reduce the business impact of IT Service interruptions and improve ITSM efficiencies.
• Establish and maintain timely communication to various stakeholders to ensure they are kept informed of Problem service improvement status.
• Collaborate with Technology teams to identify underlying root causes and the triggers of a Problem and initiate the most appropriate and economical Problem solution or temporary workaround.
• Ensure Problem records are updated with all resolution steps & ensure that related Known Error Records are updated.
• Review Problem resolution to prevent recurrence and document lessons for the future.
• Track Problem re-open rate to ensure the permanent resolutions are implemented to prevent recurrence.
• Regularly review and update the Problem Management & Continual Improvement documentation as per ITIL best practice.
• Provide regular reports on all Problems related to Major Incidents.
• Produce Daily, Weekly and Monthly reporting to stakeholders on key Problem Management metrics.
• Constantly monitor and report on outstanding Problems and Continual Improvement initiatives with regards to their resolution status.
• Ensure constant engagements with support teams are held continuously to review the progress of proposed root cause analysis actions and ensure problem records & weekly status reports have accurate updates.
• Coach, mentor, lead and manage staff performance in the team.

Qualifications

Role Requirements

• University degree or equivalent with a minimum of 5-7 years IT Service Management Experience.
• At least 3 years’ experience in Problem Management and Continual Improvement.
• ITIL / ISO 20000 Certification.
• ITIL Intermediate certification(s) is an added advantage.
• Proficient in knowledge of the IT infrastructure (hardware, databases, operating systems, local area networks, transaction processing systems).
• Data Analytics is an added advantage.
• Project Management skills / Certifications desirable.
• Unix/Linux & CCNA Certification is an added advantage.