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Commercial Bank of Africa Ltd (CBA) is the largest privately owned bank in East Africa and has been operating for over 50 years. CBA was founded in Tanzania and branches were set up in Kenya and Uganda shortly thereafter. CBA began as a subsidiary of Societe Financiere pour les pays D’Outre Mer (SFOM), a Swiss-based consortium bank. Other consorti...
The Team Leader, Service Operations Center role is responsible for CBA groups centralized IT Service Monitoring; The primary objective of the role is to monitor the quality of all the IT services and taking the necessary actions in the case of service disruptions or degradation in order to decrease the MTTR (Mean Time to Recovery).
The role establishes develops policies for implementation based on the ITIL framework, designed to ensure consistently high service performance, ensure the effective and efficient management of all aspects of IT service monitoring and major incidents management to develop quality improvement processes and ultimately improve outcomes for clients
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