New Vacancies at CRDB Bank August 2026

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New Vacancies at CRDB Bank August 2026,CRDB Bank is dedicated to upholding Sustainability and ESG practices and encourage applicants who share this commitment. The Bank also promotes an inclusive workplace, hence applications from women and individual with disabilities are encouraged.

It is important to note that CRDB Bank does not charge any fees for the application or recruitment process, and any requests for payment should be disregarded as they do not represent the bank’s practices.

1: MANAGER LOGICAL ACCESS MANAGEMENT

Job Purpose

To lead and manage the Service Desk and Logical Access Management (LAM) functions, ensuring efficient delivery of first-line ICT support services, timely resolution of incidents and service requests, effective user access administration, and a high level of customer satisfaction across the organization. The role serves as the primary point of contact for ICT support services and is responsible for ensuring seamless user experience and operational excellence.

Principle Responsibilities

Develop and maintain operational procedures, work instructions, and service standards for Service Desk and LAM operations.
Prepare and control the annual budget (CAPEX & OPEX) of the section
Set SMART objectives and conduct performance evaluations for team members.
Drive service improvement initiatives to reduce calls and repetitive requests.
Lead and oversee the delivery of first-line ICT support services, ensuring prompt and effective resolution of incidents and service requests.
Drive achievement of service targets by monitoring ticket queues, workload distribution, and service performance.
Act as the primary escalation point for high-priority incidents, major service interruptions, and customer concerns.
Ensure end-to-end management of incidents and requests, from logging and diagnosis through to resolution and closure.
Enhance customer satisfaction by promoting professional, responsive, and customer-focused support services.
Analyse incident and request trends to identify recurring issues, improve first-contact resolution, and reduce service disruptions.
Collaborate with ICT support teams, vendors, and stakeholders to ensure timely resolution of user issues and seamless service delivery.
Manage user access provisioning, modification, suspension, and deprovisioning across ICT systems and applications.
Ensure timely fulfillment of access requests and support user onboarding, transfers, and offboarding activities.
Oversee the administration of user accounts and access-related support services to meet business requirements.
Coordinate with business units and system owners to ensure accurate and efficient processing of access requests.
Monitor Logical Access Management performance and drive improvements in turnaround times, service efficiency, and customer experience.

Qualifications Required

Bachelor’s degree in computer science, Information Technology, Computer Engineering, Information Systems, Telecommunications, or related field.
Minimum of 5 years experience in ICT Service Management, ICT Operations, Service Desk, and IT Support.
At least 3 years experience in a supervisory or managerial role.
ICT Service Management ITILv3 or ITLv4 or ISO 20000 Lead Implementer certifications.
Experience managing incidents, service requests, and escalations.
Experience in Logical Access Management and user administration.
Knowledge of IT Service Management (ITSM) and Service Desk operations.
Understanding of Logical Access Management (LAM) processes.
Knowledge of ICT systems, applications, and end-user support.
Familiarity with service management and ticketing tools.
Understanding of customer support and service delivery best practices.

2: MANAGER INCIDENT AND PROBLEM MANAGEMENT

Job Purpose

The Manager Incident and Problem Management is responsible for ensuring the effective management of ICT incidents and underlying problems across the Bank’s technology environment. The role leads the restoration of services during disruptions, minimizes business impact from service outages, drives root cause analysis, and implements preventive measures to improve service stability, availability, and customer experience.

The incumbent will establish and govern Incident and Problem Management processes, coordinate major incident response, and drive continuous service improvement to reduce recurring issues affecting critical banking services.

Principle Responsibilities

Manage and govern the Incident and Problem Management processes in accordance with ITIL best practices, ensuring compliance with service management policies, procedures, and standards.
Ensure incidents are logged, classified, prioritized, escalated, and resolved within agreed SLA targets while monitoring the incident lifecycle for timely service recovery.
Coordinate cross-functional ICT teams, vendors, and external service providers during service disruptions and incident resolution activities.
Lead the management of major incidents affecting critical banking services, including crisis response activities, incident bridge calls, and war-room sessions.
Ensure effective communication, escalation, and timely updates on critical and major incidents to management and affected stakeholders.
Conduct and facilitate Root Cause Analysis (RCA) investigations and oversee post-incident reviews, lessons learned sessions, and implementation of agreed actions.
Identify trends and recurring incidents affecting service performance and drive the implementation of permanent fixes to prevent recurrence.
Maintain the Known Error Database (KEDB) and ensure known errors and workarounds are documented and updated.
Analyse incident and problem data to identify service improvement opportunities and develop initiatives that improve service availability and stability.
Collaborate with infrastructure, applications, cybersecurity, operations, and change management teams to improve service reliability and support Continual Service Improvement (CSI) initiatives.
Develop and maintain incident and problem management dashboards, reports, and service stability metrics to support informed decision-making.
Track and report on incident trends, SLA compliance, MTTR, MTRS, major incident performance, and overall service management effectiveness.
Assess risks associated with problem resolutions and service improvements and monitor the effectiveness of implemented changes in resolving known issues.
Support ICT audits and regulatory compliance activities while implementing controls that improve operational resilience and service reliability.
Lead, mentor, and develop incident and problem management teams by establishing KPIs, promoting accountability and continuous improvement, and building organizational capability through succession planning and staff development initiatives.

Qualifications Required

Bachelor’s degree in computer science, Information Technology, Computer Engineering, Information Systems, Telecommunications, or related field.
Minimum of 5 years’ experience in ICT Service Management, ICT Operations, Service Delivery, or Technology Support.
Minimum of 3 years’ experience in Incident Management, Problem Management, Major Incident Management, or ICT Operations leadership roles.
ICT Service Management ITILv3 or ITLv4, ISO 20000 Lead Implementer certifications.
Management or leadership qualification will be an added advantage.
Proven experience managing mission-critical banking or financial services environments.
Demonstrated experience conducting Root Cause Analysis and implementing permanent corrective actions.
Experience managing major incidents impacting business-critical services.
Proven experience working with enterprise ITSM platforms and monitoring tools.
Experience managing relationships with technology vendors and service providers.
Strong experience in service reporting, SLA management, and service improvement initiatives.