Denis Gathua Email & Phone Number

Nairobi, Ke

Responsibilities: Manage application availability and operations: Oversee all aspects of the major incident management process, from alert detection or receipt of incident tickets from the customer/business to incident resolution. Maintain JIRA Service Management incident tickets as per Standards and follow through with all related parties until ticket closing. Ensure follow-ups from previous shift teams or open tickets are made. Process Incident Reports for review with the Product Operations Manager. Monitor release deployment by Developers and Third-parties in relation to possible impact on business KPI. Collaborate with the Service Delivery Manager for any continuous improvement on procedures followed by the team to prevent or minimize issues in the implementation of the incident and problem management process. Escalate to or work with the Development team and Consultants in order to address incidents, defects and problem updates.Manage communications to senior management and various business teams Ensure incident and change advisories are sent in time and with accurate information. Ensure incident updates to Senior Management are accurate and reviewed with the Product Operations Manager.Work on Event Management System during maintenances and service interruptions Maintain Global Maintenance Policies in Coordination with the Change implementation team in the Event Management System to suppress alerts during scheduled or emergency maintenance. Recommend or work with Product Operations Manager to create, update or maintain Alert Policy or Rules in Event Management System depending on the integration and their triggers/priorities Coordination of major and minor incident investigations using JIRA Service Management and different ticketing platforms of provider partners. Perform administrative duties of Team Lead i.e. shift rota scheduling of First level support teams,reviewing HR Timesheets

Strategy Development and Planningo In collaboration with the Board of Directors, the staff and other keystakeholders, the CEO develops and executes the Foundation’s strategic plan,long term goals and operational plans.Fund and Donor Developmento Ensures a sustainable asset base by building long-term relationships with keydonors and fund holders based on mission, cultivation, stewardship, and soundfiscal management and ensures the annual and on-going integrity of donorintent and stewardship.o Oversees all fund development and fund-raising activities including: grantwriting, cultivation and stewardship of donors, event planning, and identifyingnew sources of donors. o Serves as an active trustee in representing the Foundation’s role as CorporateTrustee with the Josephine and Russell Kott Trust Fiscal Management o Ensures the Foundation has the financial where-with-all to thrive and deliver onits mission. Including the necessary financial discipline and the investment inresources needed to achieve its goals.o Oversees the preparation and management of the annual budget includingexpense management.Community Relationso Promotes the Foundation’s visibility through participation and membership incommunity forums, civic organizations, and activities that align with theFoundation’s mission and vision. o Serves as the Foundation’s representative to the public, provides education andassistance to residents and others in understanding the Foundation’s interests,mission, and concerns.o Directs the Marketing Director in developing andimplementing a strategic marketing plan that provides a clear and concisemessage of the Foundation’s mission.

Nairobi, Kenya

Kenya

Nairobi, Kenya

▪ Provide Tier 1 & 2 help desk support for technical assistance in person, via phone chat using Atlassian Jira ticketing system, and follow up with customers and users to ensure complete resolution of issues▪ Implementation of ITSM/ITIL toolsets and collaboration of the use of ITIL service desk best practices and process-basedservice management framework▪ Optimization of IT infrastructure including network, communication equipment to ensure optimal performance and operations across the workplace▪ Managing operating systems and cloud-based active directories in liaison with AWS engineers▪ Intermediate experience on Desktop applications, Operating Systems ,antivirus, and Networking technologies▪ Microsoft 365 administration including Azure AD, Microsoft 0365 administration, Active Directory▪ Cloud Directory Experience including Google Workspace and G-Suite Applications▪ Repair and replace equipment as necessary while handling user hardware requests, ensuring fulfillment of the same as per internal SLA and OLA▪ Hands-on preventive maintenance on IT hardware and troubleshooting experience▪ Excellent technical knowledge of network, PC hardware & software, including Microsoft’s cloud platform.▪ Hands-on experience with network cabinet installation, cable patching & management, configuring of switches and routers▪ planning and coordinating the installation of hardware and software across the company’s network and Training colleagues on the use of software and hardware ▪ Identifying areas of development or improvement within the IT 1st level Support team and providing inputs to designing the training programs/plans for the team.▪ System and Network Administration both Technical and administrative functions▪ Excellent Knowledge of current protocols and standards including active directory, Group Policies, MS Exchange, Core Switching and Routing, SAN Virtualization▪ Responsible for Scheduled System Deployment and security policies enforcement

Nairobi, Kenya

▪ Performed troubleshooting and diagnostics of IT related equipment as well system support and maintenance Installing and configuring computer hardware, software,systems▪ Monitoring and maintaining computer systems, networks and users▪ Responding to service issues and requests▪ Routine maintenance of computing equipment▪ Network troubleshooting , support ▪ installation of relevant peripherals and devices.▪ System administration and software installations and support

Itil V4 Foundation In Itsm

Bachelor'S Degree, Information Technology

Activities and Societies: Networking, Administration and Support