IT Network Operations Centre Analyst Job, Current IT Jobs In Kenya,


Job Description: IT Network Operations Centre Analyst
Job Title:
IT Network
Operations Centre
Analyst
Reports to:
Assistant Manager,
Network Operations
Centre
Department/ Subdepartment:
Information
Technology Division:
Technology and
Operations
Grade: Band 2


Date: March 2023
Job holder: Supervisor:
Job Purpose Statement
The Network Operations Centre Analyst’s primary objective is to monitor the quality
of all the IT services and taking the necessary actions in the case of service
disruptions or degradation in order to decrease the MTTR (Mean Time to Recovery).
They are also responsible for triage and resolve as Level0 and Level 1 issues.
Key Result Areas
Perspectives % Weighting
(to add up to
100%)
Output
Service Monitoring 60% To provide management oversight for the
group IT Network Operations Centre (NOC)
and to ensure NCBA group services are
monitored 24/7 across all domains.
Major Incident
Management
40% To take end to end ownership of major
incidents and ensuring coordination of
resolving parties and effective
communication to stakeholders on a 24/7
basis
Job Dimensions
Reporting Relationships: jobs that report to this position directly and indirectly
Direct
Reports None
Indirect
Reports None
Job Description: IT Network Operations Centre Analyst


Stakeholder Management: key stakeholders that the position holder will need to
liaise/work with to be successful in this role.
Internal
 All departments and countries in the
group
External
 IT Vendors and Partners e.g.
Aggregators, Telco’s and regulatory
authorities e.g. KRA
Decision Making Authority /Mandates/Constraints: the decisions the position holder is
empowered to make (Indicate if it is Operational, Managerial or Strategic)
This is an operational role that is empowered to execute the following:
 Classification of incidents based on the following metrics:
o Impact – The effect it has on business.
o Urgency – The extent to which it’s resolution or fulfilment can bear delay.
o Priority – How quickly the Service Desk is expected address the incident or
request based on SLA.
 Evaluation, assignment and escalation of incidents to the appropriate support
groups or vendors.
 Action(s) to be taken to restore service that has been interrupted by an ongoing
incident during an incident management call with the relevant support groups;
both internal and external.
 Action(s) to be taken in response to events and/or alerts generated by the
monitoring systems after consultation with relevant support groups; both internal
and external.
Work cycle and impact: time horizon and nature of impact (Planning)
(e.g. Less than 1 week, 2 weeks, 2 weeks – 1 month, 1month – 3 months, 3-6 months, 6-
12 months, above 1 year)
1 – 3 months


Ideal Person Specifications


Academic qualifications:



  • A Bachelor’s degree in Computer Science, Information Technology or related field.
    Professional training:

  • ITIL Foundation would be an added advantage


Desired work experience:



  • Adequate understanding of the various banking business systems and computer operations processes.

  • Demonstrable experience working in a professional IT environment.

  • Sound knowledge of Information technology and related support architectures.


How to Apply


CLICK HERE TO APPLY


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