Specialist, IT Platform Support Operations Job NCBA Group
NCBA Group
Job description
IT Jobs, NCBA Group Jobs. Specialist, IT Platform Support Operations handles L1 support, core system COB activities, and vendor management, requiring an IT Bachelor’s, 4+ years experience (3+ in systems support), and ITIL/database knowledge. Full-time role in Nairobi.
Job Purpose Statement
Provide first-level support for service requests and incidents in line with the IT service support model, ensuring timely resolution or appropriate workarounds within agreed SLAs. The role also oversees daily Close of Business (COB) activities across core platforms, applies incident and problem management practices, and drives continuous improvement in system support and service delivery for internal and external customers.
Duties and Responsibilities
Incident Management (25%)
- Provide first-level support for incidents and service requests escalated to the Platform Support Operations team.
- Ensure incidents are resolved within SLA or appropriate workarounds are provided while awaiting permanent resolution.
Availability Management (25%)
- Monitor, analyse, and improve service availability.
- Ensure systems, processes, tools, and support teams consistently meet agreed availability targets.
Problem Management (20%)
- Escalate system issues and engage 2nd and 3rd level support teams for timely resolution.
- Follow up on faults, bugs, and recurring issues affecting core and business systems.
Capacity Management (15%)
- Optimize system performance and resource utilization through regular performance reviews.
- Assess the impact of new services on existing infrastructure capacity.
Project Support (10%)
- Provide technical support across project lifecycles, including requirements review, solution design, development, testing, and production deployment.
Change Management Governance (5%)
- Ensure compliance with release and change management processes.
- Support the Change Advisory Board (CAB) by providing inputs for change approvals, testing, and deployments.
Requirements
- Aminimum of a Bachelor’s degree in Computer Science, Information Technology, or a related field;
- Aminimum of 4 years’ experience, including at least 3 years in systems/application support within a highly digitized environment.
- Qualifications in ITIL, COBIT, PMP, PRINCE2, or similar certifications preferred.
- Experience with cloud platforms, databases (Oracle, MySQL, PostgreSQL), monitoring tools, DevOps tools, and core banking systems.
- Proven experience managing third-party vendors and support partners.