Kenya Commercial Bank Limited is registered as a non-operating holding company which started operations as a licensed banking institution with effect from January 1, 2016. The holding company oversees KCB Kenya – incorporated with effect from January 1, 2016 – and all KCB’s regional units in Uganda, Tanzania, Rwanda, Burundi, Ethiopia and South Sudan.

KEY RESPONSIBILITIES: 

• Ensuring assigned Problems are resolved within their SLA.
• Updating and management of the Known Error Database (KEDB)
• Recording, managing, and advancing the problem by escalating to an elevated level of expertise, if appropriate, by integrating with change management, incident management, and configuration management.
• Coordinating major Problem review
• Working with the Senior Manager Continual Service Improvement and Cross functional teams to identifying underlying causes of incidents and preventing recurrences.
• Preparing change requests for the Senior Manager to eliminate known problems.
• Minimizing the impact of unavoidable incidents.
• Making temporary solutions (workarounds) available to incident management.
• Ensure development of final solutions for known errors.
• Analyze current technology practices to recommend solution to enhance efficiency, improve workflow, and/or solve problems before they occur.

Academic & Professional

Education 

• Bachelor’s Degree IT/Engineering    RQ
• Professional Qualifications    ITIL Course, Project Management    RQ
• Masters Degree    MBA or MSC    AA

Experience

Total Minimum No of Years Experience Required    

• 4 years

Detail    Minimum No of Years    Need Type[1]

• I.T Management    2    ES
• Problem Management/ Continual Service Improvement)    1    ES
• Incident Management    1    ES
• Project Management/Service Management Tools     1    DE