The ICEA Lion Group is seeking a highly experienced Senior System Support Analyst (Job Code 642) to join its Applications Team in Nairobi. This full-time ICT role is ideal for professionals with strong technical leadership skills and experience supporting mission-critical systems within regulated environments.
Role Overview
Reporting to the Head of Applications, the Senior System Support Analyst will provide senior-level technical leadership for core insurance systems and supporting infrastructure. The role focuses on system reliability, performance optimization, security, regulatory compliance, and continuous service improvement aligned with business goals.
Key Responsibilities
System Implementation & Project Delivery
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Provide technical leadership during system implementations, upgrades, and enhancements
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Act as ICT implementation lead for insurance system projects
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Coordinate system integrations with finance, reporting, and third-party platforms
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Support data migration, UAT, cutover planning, and post-go-live stabilization
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Ensure complete documentation, training, and operational handover
Technical Leadership & Incident Management
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Serve as system owner and subject-matter expert for assigned platforms
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Lead resolution of major system incidents and escalations
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Oversee second-line support in line with agreed SLAs
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Conduct root cause analysis and implement permanent fixes
System Performance, Availability & Resilience
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Monitor system capacity, performance, and uptime
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Ensure backups, disaster recovery, and business continuity plans are tested and documented
Change, Security & Compliance
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Review and approve system changes following governance standards
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Ensure compliance with insurance regulations, audits, and security frameworks
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Participate in risk assessments and audit remediation
Stakeholder, Vendor & Team Engagement
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Collaborate with underwriting, claims, finance, and operations teams
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Manage vendors, system integrators, and service providers
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Mentor junior ICT staff and contribute to team capability development
Job Requirements
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Bachelor’s degree (BA/BSc/HND) in ICT or related field
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5–7 years’ experience in enterprise systems support
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Experience supporting core systems in regulated environments (financial services preferred)
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Relevant certifications such as ITIL v3/v4, MCSE/MCSA, Linux/UNIX
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Strong skills in system integration, performance tuning, incident & change management
Job Location
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Nairobi, Kenya
How to Apply
Interested and qualified candidates should apply online via the ICEA Lion Group careers portal.
