Manager Business Productivity Wanted at Kenya Airways (Deadline: 18-Feb-2025)

Job Title: Manager Business Productivity
Location: Nairobi, Kenya
Organization Name: Kenya Airways
Department: Technology

Brief Description:
Job Purpose Statement: Provide leadership to Technology support coordinators, technicians, asset coordinators, and managed printing services, ensuring timely resolution of incidents and requests as per the defined Incident Management process. The role ensures the team performs duties as per the agreed SLA. Additionally, the role is responsible for the deployment, management, support, and security of the devices, applications, and data that Kenya Airways staff need to perform their duties. This includes all End User Computing Devices globally, Operating Systems, Applications, patching, and Antivirus. The role covers Kenya’s Head Quarters, Academy, Clinic, Sales and Airport offices, and all Outstations, while acting as a liaison between Technology sections and vendors.

Detailed Description:

Incident Management:

• Follow the incident management process and agreed SLA with the business.
• Follow up on the resolution of incidents and requests, ensuring proper status updates.
• Investigate and provide support for all end-user requests.
• Monitor first-level resolution of incidents/service requests and escalate unresolved issues to second-level support teams and vendors.
• Communicate major incident resolution progress to Technology Management.
• Ensure problem resolution for incidents, requests, and calls, and provide guidance on replacement spares and parts quality.
• Monitor and report on application and network link status, following up for resolution.

Customer Relations:

• Receive, classify, prioritize, and log incidents and requests daily.
• Build and maintain excellent relationships with all Technology customers and vendors, ensuring quality service and meeting expectations.
• Advise customers on proper use of hardware and software, ensuring they follow best practices.
• Keep customers informed on the progress of incident and request resolution, and notify them of changes or outages.
• Hold service review sessions with Technology customers.

Processes, Policies, and Compliance:

• Implement Service Support policies, plans, and strategies related to IT incident and request fulfillment.
• Ensure adherence to Technology processes like Incident Management, Request Fulfillment, and VIP Management.
• Proactively identify and resolve potential technology risks in the user environment, reporting findings to Technology Management.
• Detect possible problems and provide workarounds.
• Analyze and report on vendor performance.
• Prepare performance and ad hoc reports to improve incident management.
• Attend the change advisory board to discuss technology changes.

Job Requirements:

• University degree in IT or a relevant field.
• 5-10 years’ experience in offering technical technology support in a busy environment.
• MCP, ITIL Foundation certification, A+ or equivalent.
• Vendor-based technical training/certification (e.g., HP/Dell).
• Strong analytical skills.
• Positive attitude and ability to work with minimum supervision.
• Proficiency in technology and customer service skills.
• Experience in logistics.

How to Apply:
If you fit the profile, apply by submitting your detailed CV. Only shortlisted candidates will be contacted. Kenya Airways is an equal-opportunity employer.
Deadline: 18-Feb-2025
Currency: KES