IT Platform Support Operations Specialist

About the role

NCBA Group is hiring a full-time Specialist, IT Platform Support Operations in Nairobi. The role provides first-level support for service requests and incidents, manages daily Close of Business (COB) activities across core platforms, and drives continuous improvement in system support and service delivery for internal and external customers.

Key responsibilities

• Incident management: provide first-level support for incidents and service requests escalated to the team, resolving them within SLA or providing workarounds while waiting for permanent fixes.
• Availability management: monitor, analyse and improve service availability so systems, processes, tools and support teams meet agreed availability targets.
• Problem management: escalate system issues to second and third level teams, and follow up on faults, bugs and recurring issues affecting core and business systems.
• Capacity management: optimise system performance and resource use through regular performance reviews, and assess the impact of new services on existing infrastructure.
• Project support: give technical support across project lifecycles, from requirements review and solution design through development, testing and production deployment.
• Change management governance: ensure compliance with release and change processes and support the Change Advisory Board with inputs for approvals, testing and deployments.

Required profile

• Bachelor's degree in Computer Science, Information Technology or a related field.
• At least 4 years' experience, including at least 3 years in systems/application support in a highly digitized environment.
• Proven experience managing third-party vendors and support partners.
• ITIL and database knowledge required; ITIL, COBIT, PMP, PRINCE2 or similar certifications preferred.

Required skills

• Experience with cloud platforms and databases such as Oracle, MySQL and PostgreSQL.
• Experience with monitoring tools, DevOps tools and core banking systems.

The application deadline is 08/11/2026. Candidates apply through the recruitment partner listed for the vacancy.