Key Responsibilities• Engage the respective service owners to ensure excellence in operations and service delivery.• Prepare daily, weekly and monthly reports on the various domains as per the defined processcategories and KPIs.• Ensure information is collected from the correct data sources.• Track compliance action items on BCP, Backup, Version management, SLM, AvailabilityManagement and Knowledge Management• Review and automate reports/dashboards through own initiative or based on userrequirements.• Interact with service owners on initiatives for continuous service improvement.• Document the Operational Excellence work instructions, policy and processes.• Design report layouts to achieve simplicity and visualization for the captured requirements.• Ensure that customer SLA's exist and are kept up to date.• Ensure proper SLA's are configured on the service management suite.• Report to the various internal customers on technology service delivery.• Conduct customer satisfaction surveys for the internal customers.

• Change Enablement Portal development and monitoring• Create Standard Change Request (SRD) templates for standardized changes• Identify requirements for agile Change Management stakeholders• Define, Report & Monitor Key Performance Indicators (KPIs) for agile change managementsquads, changes and releases• Develop agile Change Management Standard Operating Procedures (SOPs)• Develop Agile change management dashboards and reports to aid in decision making• Automate change management activities & tasks• Identify Agile change Management process gaps and implement improvements• Vet changes presented to the Change Management team to ensure compliance to Safaricomchange policy.• Participate in CAB meetings to ensure all details listed in the change assessment form aretackled.• Approval of all changes presented to Change Management team within schedule• Digitize Change management process sensitization, new employee on boarding andawareness.• Broadcast all approved changes to the CAB, key Customer Management contacts and otherrelated stakeholders.• Report on metrics for monitoring & reporting Change Management.• Maintain database of key change management documentation i.e. process templates andchange request sign offs.• Represent change Management team in DevOps and Agile teams’ engagements andceremonies• Identify, Implement, Maintain & Support Agile & DevOps change management tools• Drive adoption of agile Change management & DevOps ways of working• Support implementation of a Configuration Management Database (CMDB)• Monitor changes in Configuration Items to detect unauthorized changes on the infrastructure.

Roles:TRAINER/INSTRUCTOR (Specializations); - Full Stack Software Development - Data Analytics - Artificial Intelligence & Machine Learning - Web development & web technologies - Agile Scrum TrainerADDITIONAL ROLES; - Course Content Development - Institute Operations automation (College MIS)

• Software development (web desktop and server application) on openBaraza Framework (Java, XML, PostgreSQL, iReports, JSP, Tomcat, ).• System quality analysis and testing.• Offer technical support to clients.• System analysis and design.• Opensource software development.• Data processing, management and backup.• End user training and support.

• Facilitate Daily scrum, sprint planning, sprint demo and sprint retro meetings• Training and guiding the team(s) on agile scrum principles and processes• Updating and presenting project metrics to the company directors and to client• Product ownership: creating comprehensive functional requirements and prioritizing them for all sprint meetings• Coordinate and track product documentations, impediments • Prepare acceptance criteria document, Definition of Done (DoD) document for the scrum team.• Prepare and manage product backlog user stories and sprint backlog

• Full-stack software development (using Agile Scrum approach/methodology)• CMS back-end development (wordpress).• System analysis and design.• System testing and Documentation.

- Computer network installation, support and maintenance- Installation of network peripherals and management e.g. printers, Access points, Switches- End user support- Information systems monitoring and management- Installation and configuration of computer application and company business applications softwares- system connectivity and network signal strength monitoring and documentation

1. Installation and configuration of computer hardware operating systems, printers and applications2. Monitoring and closing tickets in Helpdesk system.3. Monitoring & maintaining computer systems, printers and network both onsite and remotely4. Supporting staff/clients through a series of actions, either face to face or over telephone5. Troubleshooting system and network problems and solving hardware/software faults6. Prioritizing and managing open clients calls7. Setting up new users' accounts and profiles & dealing with password issues8. Supporting the roll out of new applications.9. Data backup of user PC using Acronis software

1. IT Department- Troubleshooting of network problems - Printing and photocopying of reports - House keeping and backup of data- Retrieving of data- System analysis and design- ATM application and handling ATM queries2. Front Office - Sacco Savings Account (SASA) - Posting of members' salaries - Processing advances(O/Ds) for approval by the SASA Manager - Serving members at the Customer Care desk - Opening and closing of savings account3. Loans (BOSA); - Receiving and appraising loan application forms.

Computer maintenance, End user support, client information system configuration,