Job Description
Basic Salary Scale: Ksh 58,360 – Ksh 90,200 p.m. House Allowance: Kshs. 18,000 Commuter Allowance: Ksh 8,000 p.m. Leave Allowance: As provided in the Civil Service Annual Leave: 30 working days per financial year Medical Cover: As provided by the Government Terms of Service: Four (4) years Contract
Requirements for Appointment
i. Must be a Kenyan citizen
ii. A Bachelor degree in Computer Science/Information Communication Technology, Computer Information Systems, Management Information Systems or other ICT related disciplines from a recognized Institution;
iii. Have working experience of at least five (5) years in a similar or equivalent position either from the public or private sector.
iv. Demonstrated a high degree of competence in identifying, designing and monitoring information technology projects.
v. Be a member of the relevant ICT professional body in good standing.
vi. Satisfy the requirements of chapter six of the constitution of Kenya on leadership and integrity
Duties and responsibilities
i. Monitoring of situations that may occur on servers, applications, network devices and/or SAP instances using monitoring tools. Responding to those situations within a defined timeframe and creating incident tickets using a ticketing tool.
ii. Dispatching created incident tickets to other members within the team or other teams to work towards resolution within a specific time frame;
iii. A good understanding of incident, change and problem management processes, escalation procedures and support contracts that have been agreed;
iv. Communicating with other groups within the IT Systems organization and externally using the telephone, email and other forms of communication;
v. Working on a shift system to enable IT Systems to support customers on a 24/7 basis 365 days of the year which will include night and day shifts, weekends and public holidays;
vi. Train and mentor people who have less experience about the ICT operator responsibilities;
vii. Communication directly with the end users using voice and video to discuss situations and progress towards resolution