Equity Bank is the region’s leading
Bank whose purpose is to transform the lives and livelihoods of the people of
Africa socially and economically by availing them modern, inclusive financial
services that maximize their opportunities.
Currently the Bank is seeking
additional talent to serve in the roles outlined below in the ICT Department:
Service Level Management - Manager
3 Positions
3 Positions
Rote Profile: Reporting
to the General Manager, the service level manager will play the role of service
owner for all aspects of service performance for the service group he or she is
accountable for.
Key Performance Indicators
- Customer and management satisfaction with the
particular service group he or she is accountable for.
- Service group performance against agreed SLA
for the service group he or she is accountable for.
Key Responsibilities
- Define service descriptions and signoff on
service catalogue template.
- Produce and publish service catalogue.
- Design SLA framework.
- Determine, document and produce SLRs (Service
Level Requirements).
- Review, negotiate and sign OLAs.
- Liaise with IT supplier performance management
function during UC negotiation.
- Work with the business department for sign-
off and activation of the SLA.
- Liaise with capacity and availability planners
during capacity and availability planning and monitoring.
- Work closely with service desk analysts on all
activities related to service level management and service catalogue
management
- Analysing reports coming from service analysts
and drive Service Improvement Plan (SIP)
Candidates Qualifications, Knowledge
and Experience
- A mean grade of at least C+ in KCSE.
- University degree holder in Computing/IT or
equivalent industry experience.
- 5 years’ experience in IT with minimum 3
years’ experience in IT service management, preferably in a Banking,
Finance or Telco environment.
Desired Competencies
- A good understanding of the overall
organization.
- Knowledge of organizational structure and the
business-to-customer relationship.
- Good communication skills.
- Service oriented mind-set.
- Ability to deal with the stress of competing
priorities.
- Good presentational skills.
- Knowledge of Service level and Catalogue
Management.
- Relationship management skills.
- ITSM (ITIL) certificate or training.
Service Desk Analyst
8 Positions
Role Profile: Reporting to the Service Desk
Manager, the Service Desk Analyst will be the first contact that the business
users will interface with for any kind of IT- related issues.
Key Performance Indicators
- Customer satisfaction within the Service Desk
Function.
- Compliance with processes and procedures
associated with incident management.
- First call resolution time.
- First call resolution percentage as part of
overall number of incidents coming from business users.
Key Responsibilities
- Welcome authorised callers as an entry point
into incident management process by phone, web, mail, or other authorised
means.
- Authenticate the callers.
- Create new incident records.
- Update the cases for existing incidents.
- Categorize and prioritize the incidents.
- Qualify incidents as covered by the SLA.
- Transfer (route) incidents to relevant 2nd
level of support.
- Incident resolution.
- Understand the Service level Agreement and
execute accordingly.
- Provide technical communication to business
users about quick fixes.
- Use available resources to resolve incidents
[people, tools and processes).
- Internal and external communication of the
incident status engaging next level support.
- Close incidents once resolved in agreement
with applicable procedures and validation with business users.
- Ensure that the business Users agree that the
resolution provided addresses their needs prior to incident closure.
- Incident ownership.
- Inform procedure owners if issues are detected
in procedures.
Candidate’s Qualifications, Knowledge
and Experience
- A mean grade of at least C+ in KCSE.
- University degree holder in Computing/IT or
post-secondary school education in Computer Sciences or equivalent
industry.
- Minimum 3 years’ experience in IT, preferably
in a banking and finance environment.
- Previous level 1 support experience is an
asset.
- Experience in working in service desk or help
desk particularly across different geographical locations.
Desired Competencies
- A good understanding of overall IT services
offered.
- Knowledge of the organization structure and
the business-to-customer relationships.
- Broad technical acumen.
- Analytical abilities.
- A solid customer-orientation with good
communication skills.
- Ability to deal with the stress of competing
priorities.
- Diplomacy skills and sufficient credibility to
negotiate and communicate with a diversity of stakeholders and support
teams regarding the incident management process.
- Knowledge of incident, request, problem and
change management processes
- ITSM (ITIL) certificate or trainings.
How to Apply
If you meet the above requirements, submit your application and detailed Curriculum Vitae, quoting the job title on the subject to the email address below by Saturday, 6th September 2014.
Email to: jobs@equitybank.co.ke,
Only short listed candidates will be contacted.
Equity Bank is an equal opportunity employer.
We value the diversity of
individuals, ideas, perspectives, insights, values and what they bring to the
workplace.