Senior Manager, Continual Service Improvement at KCB Bank Kenya

Job Description

Senior Manager, Continual Service Improvement at KCB Bank Kenya

KEY RESPONSIBILITIES: MUST NOT BE MORE THAN 10

• Management of Continual Service Improvement team and the liaison with all personnel responsible for Problem resolution.
• Ensuring that underlying causes of incidents are identified, and recurrences are prevented
• Ensuring Problems are resolved within their SLA.
• Ownership and management of the Known Error Database (KEDB)
• Ownership, managing and advancing problems by escalating to an elevated level of expertise, if appropriate, by integrating with change management, incident management, and configuration management.
• Coordinating major Problem review
• Submitting change requests to change management as required to eliminate known problems and managing the lifecycle of all problems.
• Ensuring development of final solutions for known errors or temporary solutions (workarounds) are available to incident management.
• Ensuring that trend analysis of important services or historical incidents is done, improvement initiatives are identified and implemented to avoid incidents or minimizing the impact of unavoidable incidents.
• Drive the efficiency and effectiveness of the Problem Management

DAILY RESPONSIBILITIES: NOT MORE THAN 5 OF THE MOST TYPICAL

• Manage and coordinate Problem identification and recording.
• Manage and lead Problem investigation and diagnosis.
• Ensure the development of workarounds or other solutions to incidents. Job Description Document
• Study the system trends, Customer Experience top triggers, ITSM calls, events report and any other available data and determine breaches of SLA and improvement initiatives
• Coordinate the CSI meetings and documents improvement initiatives that may not have been captured in the RCA
• Ensure that Technology processes are documented/enhanced.
• Coordinate vendor review meeting and track resolutions of improvement initiatives
• Provide support to International Business CSI initiatives.
• Work with various department to identify improvement initiatives and track for resolutions
• Provide periodic reports to measure progress and continuous engagements for improvements.

CHALLENGES: GIVE ONE EXAMPLE OF THE CHALLENGES ENCOUNTERED IN THIS JOB

• Identifying root causes of various systems failures that are interrelated and have dependencies for optimal performance.
• Ensure adherence to ITIL processes and procedures (Best Practice)

Senior Manager, Continual Service Improvement at KCB Bank Kenya