Job Purpose

Systems & Infrastructure Management (25%)

Responsibilities:

• Administer and maintain servers, databases, applications, networks, and cloud services.
  
• Monitor system performance, capacity, and utilization to ensure efficiency.
  
• Maintain ICT asset register, software licenses, and enforce lifecycle management.
  
• Implement disaster recovery and business continuity measures, with regular testing.
  
• Conduct system performance reviews and recommend upgrades or optimization.
  

Key Performance Indicators (KPIs):

• ≥ 99% uptime of critical business systems.
  
• Downtime per incident ≤ 2 hours.
  
• 100% ICT asset register accuracy (quarterly updates).
  

ICT Security & Compliance (25%)

Responsibilities:

• Implement ICT security protocols including firewalls, encryption, and access controls.
  
• Conduct vulnerability scans, penetration testing, and incident response simulations.
  
• Monitor logs and alerts to detect and respond to cyber threats.
  
• Ensure ICT controls align with CBK ICT guidelines, ISO standards, and Data Protection Act.
  
• Generate compliance reports for management, auditors, and regulators.
  

Key Performance Indicators (KPIs):

• Zero critical security breaches annually.
  
• 100% successful data backup and recovery drills.
  
• 100% compliance with CBK ICT audits and penetration tests.
  
• ≥ 95% adherence to internal ICT policies and procedures.
  

Tiered Technical Support (15%)

Responsibilities:

• Tier 1: Provide procedures, training, and escalation guidelines to all staff.
  
• Tier 2: Personally resolve escalated issues (server downtime, DB errors, application failures, API integration challenges).
  
• Tier 3: Collaborate with vendors on complex problems (security incidents, infrastructure bugs, architectural fixes).
  
• Conduct root cause analysis and implement long-term solutions.
  

Key Performance Indicators (KPIs):

• ≥ 80% Tier 1 issues resolved by ICT Officers without
  escalation.
• ≥ 90% Tier 2 issues resolved within SLA (12 hours).
  
• Vendor SLA compliance ≥ 95% for Tier 3 escalations.
  
• Root cause analysis completed for 100% of recurring incidents.
  

ICT Projects & Continuous Improvement (15%)

Responsibilities:

• Lead ICT projects including system upgrades, new deployments, integrations, and automations.
  
• Support partner API integrations and ensure stable connectivity.
  
• Research, recommend, and pilot new technologies to improve performance and resilience.
  

Key Performance Indicators (KPIs):

• ≥ 2 ICT projects delivered annually, on time and within budget.
  
• 100% success rate for partner system integrations.
  
• At least 3 process automation initiatives implemented annually.
  
• ≥ 80% positive feedback from project stakeholders.
  

Documentation, Governance & Reporting (10%)

Responsibilities:

• Maintain ICT documentation including SOPs, system diagrams, incident logs, and user manuals.
  
• Prepare and submit ICT performance, risk, and compliance reports.
  
• Standardize incident reporting, escalation procedures, and system change logs.
  
• Support internal and external ICT audits with accurate documentation.
  

Key Performance Indicators (KPIs):

• 100% of ICT SOPs and system diagrams updated quarterly.
  
• Monthly ICT reports submitted to management on time.
  
• Zero audit findings due to poor documentation.
  

Strategic Advisory & Professional Development (10%)

Responsibilities:

• Advise management on ICT risk exposures, regulatory changes, and emerging threats.
  
• Provide input into technology investment and vendor selection decisions.
  
• Build capacity of the ICT team through mentorship, knowledge sharing, and skills transfer.
  
• Pursue continuous learning and professional certification.
  

Key Performance Indicators (KPIs):

• ≥ 2 ICT advisory notes/recommendations submitted quarterly.
  
• ≥ 90% of ICT teams achieving performance targets.
  
• At least 1 professional certification/training completed annually.
  
• ≥ 2 innovative ICT solutions piloted or adopted annually.
  

PERSON SPECIFICATIONS – ESSENTIAL AND DESIRABLE

Qualifications and Education

• Bachelor’s Degree in Information Technology, Computer Science, or related field.
  
• Minimum 5 years’ ICT experience with at least 2 years in systems administration.
  

Experience, Knowledge and Skills

• Strong knowledge of server, database, network, and cloud management.
  
• Hands-on expertise with ICT security protocols and compliance frameworks.
  
• Familiarity with CBK ICT guidelines and Kenya’s Data Protection Act.
  
• Strong troubleshooting and root cause analysis ability.
  
• High integrity, confidentiality, and accountability.
  
• Effective leadership and mentoring skills.
  
• Strong project management and multitasking ability.
  
• Clear communicator with both technical and non-technical stakeholders.
  
• Strategic thinker with an innovation-driven mindset.
  

Desirable

• Certifications: Microsoft Systems Administrator, CCNA, CompTIA Security+, ITIL, CISSP.
  
• Experience in fintech, remittance, or regulated financial services.
  
• Track record of managing ICT projects and partner integrations.
  
• Exposure to ISO 27001 or similar IT governance frameworks.
  

REPORTS

Weekly:

• System uptime and incident summary.
  
• Escalated ICT issues and resolution status.
  

Monthly:

• ICT performance, risk, and security report.
  
• Asset, license, and vendor performance report.
  

Quarterly:

• ICT project status and innovation pipeline update.
  

Annually:

• ICT strategic review and improvement plan.
  
• ICT budget utilization and vendor review report.
  
• Annual ICT risk and audit compliance report.