Britam
: Nairobi, Nairobi County, Kenya
Date : 2023-05-04
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.
- 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.
- Degree in Science/Engineering/Computer Science.
- ITIL intermediate.
- Minimum of 2 - 4 years’ experience in a 24x7 service provider environment.
- Experience managing applications support operations.
- 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.
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