Job Purpose:
The role holder will be responsible for administration, maintenance and Tier II line support for the Group
enterprise systems. Responsible for maintaining, supporting, and upgrading existing systems and
applications. He/she is also responsible to reinforce quality standards and adherence to business best
practice, adding value to business processes and significantly contributing to the operational excellence.
Ensures that all service level agreements (SLAs) for applications support services across the
organization are delivered according to specifications.
Key responsibilities:
- Provide first line and second line support and maintenance services to all enterprise systems.
Escalates and sources expertise when necessary. - Proactive monitoring of various production systems for performance, availability, and other critical
parameters - Ensure adequate monitoring systems that provide timely, accurate, real-time, and historical data on
performance and other critical parameters - Maintenance and administration of the Group enterprise system
- Ensure the enterprise systems is adequately sized to meet SLA’s with the business
- Define and monitor data and application availability for the enterprise system
- Document and update processes and procedures in use for the enterprise system
- Providing and monitoring SLAs and OLAs
- Adequate communication to stakeholders on the state of any tickets assigned
- Follow up and reporting on tickets escalated to third line support
- Testing new system functionality before deployment into production environments
- Test the achievement of supportability requirements for delivered solutions
- Approvals for acceptance tests
Knowledge, experience and qualifications required
Knowledge, experience and qualifications required:
- Degree in Science/Engineering/Computer Science
- Minimum of 2 – 4 years’ experience ins business system support
- Experience managing applications support operations.
Technical/ Functional competencies:
- Knowledge of applications and database administration
- Familiarity with knowledge of software, hardware, systems administration, and network
technology - Strong technical skill/knowledge in business applications especially CRM and Enterprise
systems - Strong knowledge of ITIL.
- Persuasive, encouraging, and diplomatic, with conflict resolution skills.
- Ability to elicit cooperation from a wide variety of sources
- Detail oriented and process focused
Primary Location
: Kenya-Nairobi-Nairobi
Organization
: Business
Job Type
: Permanent
Shift
: Day Job
Contract Type
: Full-time
Job Posting
: 24-07-2023
Unposting Date
: 07-08-2023
Number of Openings
: 1
