Job Purpose Statement

The role is responsible for identifying, analyzing, and resolving recurring issues in IT Corporate systems and services to prevent future incidents and improve overall operational stability. This involves proactive collaboration with cross-functional teams to investigate root causes, implement solutions, and develop preventive measures. The role holder works closely with the Enterprise Projects Management team and the IT team to fulfill internal customer requirements related to strategic projects, initiatives, and high-impact change requests that leverage technology.

Key Accountabilities (Duties and Responsibilities)

Financial (10%)

• Monitor the IT budget related to high-impact change requests and support decisions that ensure the IT department meets or exceeds financial efficiencies.
• Evaluate and recommend technology investments to enhance productivity and reduce costs.

Corporate Banking IT Initiatives Execution and Problem Management (30%)

• Develop, implement, and maintain the Problem Management process in alignment with ITIL best practices.
• Ensure problems are logged, categorized, and tracked in a centralized system.
• Define and document policies, workflows, and metrics for problem identification, investigation, and resolution.
• Monitor the effectiveness of the Problem Management process and drive continuous improvements.
• Conduct in-depth root cause analyses for critical and recurring IT incidents.
• Lead cross-functional problem-solving efforts to resolve complex issues.
• Facilitate discussions with technical teams to identify systemic issues and recommend long-term solutions.
• Document findings and ensure lessons learned are effectively communicated and implemented.
• Collaborate with technical teams to design and implement preventive actions to mitigate potential risks.
• Track and monitor the effectiveness of corrective and preventive actions.

Reporting and Metrics (20%)

• Develop and maintain problem management KPIs.
• Generate and present detailed reports to stakeholders on problem trends, root causes, and progress.
• Provide regular updates to management on problem management activities and results.

Strategic Planning and Process Improvement (20%)

• Identify opportunities for system and process enhancements to improve efficiency and service delivery.
• Collaborate with leadership to align IT strategies with business goals and anticipate future technology needs.
• Develop and maintain operational metrics and reporting to evaluate the effectiveness of IT support services.

Internal Business Processes (20%)

• Ensure 100% adherence to policies, procedures, and statutory guidelines.
• Ensure adherence to security protocols, data privacy policies, and compliance requirements.
• Collaborate with the cybersecurity team to address vulnerabilities and implement preventive measures.
• Achieve satisfactory audit, compliance, and risk ratings.
• Close audit issues within the quarter of identification or within the agreed time frames, whichever is shorter.
• Ensure no repeat findings.
• Achieve policy and procedure knowledge ratings of 100% for reading and 90% for tests.

Job Specifications

Ideal Job Specifications

Academic

• Bachelor’s degree in Computer Science or any other related technology field.

Professional

• IT and Projects certification from recognized institutions.
• Strong understanding of ITIL frameworks, with a focus on Problem Management.

Desired Work Experience

• 3+ years of experience in IT Problem Management or a related role.
• Familiarity with root cause analysis techniques.
• Knowledge of infrastructure, applications, and IT operations.

NCBA Values

• Driven: Passionate, make bold decisions, learn from failures, seek new challenges, appreciate different views, constantly raise the bar, explore full potential.
• Open: Candid, honest, transparent interactions, listen to each other and clients, inclusive, respect each other.
• Responsive: Put customer’s interests at the heart of all actions, proactive, act quickly and resolutely to deliver results, keep it simple, seek new ways to improve.
• Trusted: Do what is morally right always, keep word, accountable, believe in each other.

Ideal Job Competencies

Technical Competencies

• Excellent analytical and problem-solving skills to investigate and resolve complex issues.
• Strong organizational and time-management abilities to handle multiple tasks effectively.
• Ability to lead and facilitate cross-functional meetings and workshops.
• Experience with data analysis and trend identification to anticipate and mitigate potential issues.
• Successful track record for delivering technology-enabled projects and initiatives, including “hands-on” management of delivery work.
• Portfolio management experience, able to think strategically and align initiatives with business strategy.
• Strong technology background with sufficient knowledge and experience in identifying technology solutions for business problems.

Behavioral Competencies

• Communication Skills: Convey important messages and information down the line, draft various reports and presentations for senior management and executives.
• Interpersonal Skills: Team-builder, result-oriented, proactive, self-driven, open to change, creative and strategic thinker, innovative problem-solving skills, highly organized, ability to handle multiple tasks, prioritize and meet tight deadlines, demonstrate calmness in times of uncertainty and stress.
• People Skills: Able to form strong, lasting, and meaningful bonds with others.