Specialist, IT Platform Support Operations

NCBA Bank Kenya Plc is a financial institution founded in 2019 and based in Nairobi, Kenya, operating in the banking and financial services sector.

The Specialist, IT Platform Support Operations is responsible for delivering first-level support for IT service requests and incidents, adhering to the IT service support model and ensuring resolutions or workarounds are provided within agreed Service Level Agreements (SLAs). Key duties include overseeing daily Close of Business (COB) operations on core platforms, implementing incident and problem management strategies, and driving ongoing enhancements in system support and service delivery for all customers.

1. Provide first-level support for incidents and service requests escalated to the Platform Support Operations team.
2. Ensure incidents are resolved within SLA or appropriate workarounds are provided while awaiting permanent resolution.
3. Monitor, analyze, and improve service availability to ensure systems, processes, tools, and support teams consistently meet agreed availability targets.
4. Escalate system issues and engage second and third-level support teams for timely resolution.
5. Follow up on faults, bugs, and recurring issues affecting core and business systems.
6. Optimize system performance and resource utilization through regular performance reviews.
7. Assess the impact of new services on existing infrastructure capacity.
8. Provide technical support across project lifecycles, including requirements review, solution design, development, testing, and production deployment.
9. Ensure compliance with release and change management processes.
10. Support the Change Advisory Board (CAB) by providing inputs for change approvals, testing, and deployments.

1. Bachelor’s degree in Computer Science, Information Technology, or a related field.
2. Minimum of 4 years of experience, with at least 3 years in systems or application support within a highly digitized environment.
3. Preferred qualifications include ITIL, COBIT, PMP, PRINCE2, or similar certifications.
4. Experience with cloud platforms, databases (Oracle, MySQL, PostgreSQL), monitoring tools, DevOps tools, and core banking systems.
5. Proven experience managing third-party vendors and support partners.