Supervisor Applications & IT Service Delivery job at KCB Bank

Background information about the job or company (e.g., role context, company overview)

Information Technology Department,Uganda.

Responsibilities or duties

• Supervise daily operations of the Service Desk and Applications Support teams to ensure timely resolution of incidents and service requests in line with SLAs.
• Coordinate application maintenance, upgrades, and controlled change deployments to ensure stability and minimal business disruption.
• Oversee application security, access controls, and compliance with IT and information security policies.
• Plan, implement, and monitor backup and disaster recovery processes to ensure data integrity and business continuity.
• Support the planning, coordination, and execution of IT projects by providing technical input, tracking deliverables, and ensuring timely completion.
• Manage relationships with IT vendors and service providers, conduct performance reviews, and initiate timely payment processing in line with contractual obligations.
• Monitor and report on system performance, availability, and service delivery metrics, identifying areas for improvement.
• Promote automation and continuous process improvement across IT operations and service management activities.
• Maintain accurate documentation of systems, configurations, change records, and operational procedures in line with IT governance requirements.
• Provide leadership, guidance, and performance management for the Service Desk and Applications Support teams to drive a culture of accountability and excellence

Qualifications or requirements (e.g., education, skills)

MINIMUM POSITION QUALIFICATION REQUIREMENTS

ParticularsDetailSpecific Field or QualificationNeed Type

EducationBachelor’s degreeComputer Science, IT, Engineering or other numerical biased field from a reputable university or collegeRequired

Professional Qualifications

• Certifications in CCNA, ITIL, MCSA, MCSE, PMP, PRINCE2

Added Advantage

Master’s DegreeAny computer related, Project Management

Added Advantage

Skills

• Microsoft Server Operating Systems (2012, 2016, 2019, 2022) and enterprise Linux/Unix.
• Virtualization and cloud platforms: VMware, Hyper-V, Microsoft Azure, AWS.
• Banking and financial applications: core banking, e-banking, ATM switch, System Center.
• Relational databases: Microsoft SQL Server, Oracle, PostgreSQL, DB2; backup, recovery, performance tuning.
• Application support, configuration, and troubleshooting for database-driven and web-based applications.
• Open-source platforms and scripting for automation (Linux shell, Python, PowerShell).
• Application development lifecycle, version control, and deployment processes.
• ITIL Practise

Experience needed

4 years’ experience in IT support, application administration, or related roles, with at least 1 year in a supervisory or team lead capacity.

• Supervise daily operations of the Service Desk and Applications Support teams to ensure timely resolution of incidents and service requests in line with SLAs.
• Coordinate application maintenance, upgrades, and controlled change deployments to ensure stability and minimal business disruption.
• Oversee application security, access controls, and compliance with IT and information security policies.
• Plan, implement, and monitor backup and disaster recovery processes to ensure data integrity and business continuity.
• Support the planning, coordination, and execution of IT projects by providing technical input, tracking deliverables, and ensuring timely completion.
• Manage relationships with IT vendors and service providers, conduct performance reviews, and initiate timely payment processing in line with contractual obligations.
• Monitor and report on system performance, availability, and service delivery metrics, identifying areas for improvement.
• Promote automation and continuous process improvement across IT operations and service management activities.
• Maintain accurate documentation of systems, configurations, change records, and operational procedures in line with IT governance requirements.
• Provide leadership, guidance, and performance management for the Service Desk and Applications Support teams to drive a culture of accountability and excellence

• Microsoft Server Operating Systems (2012, 2016, 2019, 2022) and enterprise Linux/Unix.
• Virtualization and cloud platforms: VMware, Hyper-V, Microsoft Azure, AWS.
• Banking and financial applications: core banking, e-banking, ATM switch, System Center.
• Relational databases: Microsoft SQL Server, Oracle, PostgreSQL, DB2; backup, recovery, performance tuning.
• Application support, configuration, and troubleshooting for database-driven and web-based applications.
• Open-source platforms and scripting for automation (Linux shell, Python, PowerShell).
• Application development lifecycle, version control, and deployment processes.
• ITIL Practise

• Bachelor’s degree in Computer Science, IT, Engineering or other numerical biased field from a reputable university or college
• Certifications in CCNA, ITIL, MCSA, MCSE, PMP, PRINCE2 (Added Advantage)
• Master’s Degree in any computer related field, Project Management (Added Advantage)