Manager, IT Operations & Monitoring

Job Purpose

To oversee the bank’s IT operations and monitoring functions, ensuring high availability, reliability, and performance of IT services and infrastructure. The role is responsible for managing daily IT operations, service desk functions, systems monitoring, incident response, and ensuring compliance with IT service management frameworks and regulatory requirements.

Key Responsibilities

IT Operations Management

• Lead day-to-day IT operations including data center management, servers, storage, networks, and user support.
• Ensure IT services are delivered in line with agreed Service Level Agreements (SLAs).
• Oversee IT change, incident, and problem management processes.
• Coordinate system backups, disaster recovery drills, and business continuity support.
• Monitor performance of IT systems and services to ensure optimal uptime and efficiency.

Monitoring & Incident Response

• Implement proactive monitoring tools and dashboards to track system health and performance.
• Establish thresholds and alerts for early detection of issues.
• Lead incident response, root cause analysis, and resolution processes to minimize downtime.
• Maintain incident and problem logs for reporting and continuous improvement.

Governance & Compliance

• Ensure compliance with ITIL, COBIT, ISO 20000, and ISO 27001 standards.
• Adhere to CBK ICT Guidelines and internal IT policies.
• Prepare reports on IT operations performance, incidents, and risks for senior management and regulators.
• Embed security and compliance controls within IT operations processes.

Vendor & Stakeholder Management

• Manage service providers for IT operations support and monitoring tools.
• Negotiate contracts and monitor vendor performance against SLAs.
• Work closely with cybersecurity, infrastructure, and business units to align operations with organizational goals.

Leadership & Continuous Improvement

• Lead and mentor IT operations and monitoring teams.
• Promote a culture of accountability, efficiency, and continuous improvement.
• Identify opportunities for automation, AI-driven monitoring, and process optimization.
• Manage IT operations budget and ensure cost-effective resource utilization.

Job Specification

Education

• Bachelor’s degree in Information Technology, Computer Science, or related field.
• Master’s degree in IT Management, Business Administration, or related discipline is an added advantage.
• Professional certifications such as ITIL, ISO 20000, COBIT, CCNA, or PMP.

Work Experience

• Minimum of 7 years’ experience in IT operations and service delivery, with at least 3 years in a managerial role.
• Strong knowledge of IT infrastructure, monitoring tools, and service management frameworks.

Key Skills & Competencies

• Expertise in IT service management (ITSM) and monitoring tools.
• Strong knowledge of incident, problem, and change management processes.
• Excellent analytical and troubleshooting skills.
• Effective communication, stakeholder engagement, and reporting abilities.
• Strong leadership and people management skills.
• Ability to work under pressure and manage multiple priorities.
• Integrity, accountability, and a customer service mindset.