Posted: Sep 29, 2025 Deadline: Not specified
- Job Type: Full Time
- Qualification: BA, BSc, HND
- Experience:
- Location: Nairobi
- Job Field: ICT / Computer
Company Overview
Please be aware that you should never pay for any CBT, test, or assessment as part of the recruitment process. If you have any doubts, please contact us.
Equity Bank Limited (the “Bank”) is incorporated and registered under the Kenyan Companies Act Cap 486, and is headquartered in Kenya. The Bank’s registered office is located on the 9th Floor of Equity Centre, P.O. Box 75104 – 00200 Nairobi. It is licensed under the Kenya Banking Act (Chapter 488) and continues to provide retail banking, microfinance, and related services.
Job Responsibilities/Accountabilities:
- Lead and manage the daily operations of the Service Monitoring Center (SMC), Service Desk, and Incident & Problem Management functions within a 24/7 enterprise environment.
- Act as the primary escalation contact and decision-maker for Major Incidents, facilitating resolution efforts and coordinating communication with stakeholders.
- Enhance and implement ITIL-based processes for Event, Incident, Problem & Continual Improvement, and Service Request Management across all IT operational teams.
- Oversee and improve Service Desk operations to meet or exceed first-contact resolution, customer satisfaction, and SLA compliance targets.
- Develop strategies for end-to-end real-time service, system, and infrastructure monitoring, focusing on proactive issue detection and incident escalation.
- Lead Post-Incident Reviews (PIRs), ensuring follow-up on permanent fixes, preventive actions, and addressing incident recurrences.
- Monitor and report on service KPIs, SLAs, and operational performance metrics to IT leadership and business stakeholders.
- Drive process automation and continual service improvement (CSI) initiatives across all operational areas.
- Ensure compliance with internal controls, security policies, and regulatory standards throughout operations.
- Collaborate with cross-functional teams and external partners to enhance service resilience and operational capabilities.
- Provide coaching and guidance to a team of operational managers and technical staff to cultivate a high-performing operations organization.
- Manage staff performance, recruitment, development, and support initiatives to retain effective teams.
Qualifications
Essential Knowledge:
- In-depth understanding of ITIL v4.
- Proficient in monitoring tools and IT Service Management platforms.
- Familiarity with infrastructure components, networking, cloud environments, and enterprise systems.
- Experience in vendor and SLA management.
Method of Application
Interested and qualified candidates are encouraged to apply at Equity Bank Kenya on equitybank.taleo.net.
How to Stand Out for This Job
- Highlight relevant experience in IT service management and operations, showcasing specific achievements that demonstrate your impact.
- Emphasize leadership skills by providing examples of how you successfully managed teams and projects in previous roles.
- Showcase your knowledge of current IT trends and technologies relevant to banking and finance, demonstrating your ability to innovate.
- Include certifications in ITIL, project management, or other relevant areas to enhance your qualifications and credibility.
- Tailor your resume and cover letter to align with the job description, using keywords that reflect the skills and experiences sought by Equity Bank Kenya.
