Officer, IT Platform Support Operations

About the role

The IT Platform Support Operations Officer provides first-level support through technical analysis and offers solutions to issues reported or escalated via the ITSM tools in place. The role also ensures daily Close of Business (COB) activities are carried out across all core platforms according to documented procedures. It is a full-time middle-level position in Nairobi.

Key responsibilities

• Daily COB services (30%): run all daily COB activities across the core systems as per documented procedures.
• Incident management (40%): provide first-level support and resolve escalated service incidents or provide workarounds within the agreed SLA.
• Problem management (10%): escalate problems and work with second and third level teams to resolve system faults and bugs on time.
• System administration (15%): perform day-to-day administration of core and business systems to keep them stable and reliable.
• System reporting (5%): analyse, design and generate reports accurately and distribute them effectively and on time.

Required profile

• Bachelor's degree in Computer Science, Information Technology or a related field.
• At least 2 years' experience, including 1 year in an IT service support, systems analysis or service management role within a large, highly digitized organization managing mission-critical systems.
• ITIL Foundation certificate.
• Good understanding of how finance works and how IT supports financial institutions.

Required skills

• Added advantage: certifications in Microsoft Azure, AWS, Microsoft systems, UNIX or Oracle.
• Added advantage: experience with Jenkins, ELK Stack, PostMan, SOAPUI, Git, Grafana and Zabbix.

To apply, candidates use the application link provided by the recruiter.