Summary
Overview
Work History
Education
Skills
Timeline
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PATRICK NJUNG'E NJOGU

SITE REALIABILITY ENGINEER
Nairobi

Summary

Strategic and diligent professional with extensive experience in the banking industry, specializing in spearheading digital banking functions such as mobile banking and IT project management. A visionary leader and change-agent, consistently refining strategies, initiating change, and facilitating solutions-driven team collaboration. Notable achievements include providing team leadership for technical and POS configuration, deploying new solutions, monitoring channel applications, participating in new product rollouts, and ensuring operational improvements. Strong problem-solving and organizational skills have enabled effective management of duties and contribution to organizational growth. Seeking a position as an Agency Support Specialist to leverage improvement across all systems impacting operations in the banking industry. Professional engineer with a strong foundation in system reliability and optimization, known for delivering robust solutions that enhance system performance and reduce downtime. A collaborative team player focused on achieving results and adapting to changing environments, skilled in automation, incident management, and continuous improvement.

Overview

15
15
years of professional experience

Work History

Site Reliability Engineer

KCB Group
01.2025 - Current
  • Ensuring availability, reliability, and performance of digital banking platforms including Agency, Mobile Banking, Internet Banking, and Middleware systems.
  • Providing technical support and incident management for production systems, including root cause analysis and resolution.
  • Implementing monitoring and alerting tools to proactively detect and resolve system issues across digital channels.
  • Collaborating with development and DevOps teams to ensure seamless integration, deployment, and system resilience in line with SRE principles.
  • Administering and managing Linux and Windows systems to support continuous service delivery.
  • Working with IT Security to enforce secure configurations, implement SSL/TLS encryption, and meet compliance standards.
  • Maintaining system documentation and runbooks to support operational readiness and knowledge sharing.
  • Monitoring compliance with vendor SLAs and evaluating third-party system performance.
  • Driving continuous service improvement through recommendations on infrastructure and process enhancements for reliability and scalability.
  • Developing dashboards and real-time reports to track uptime, performance, and incidents across digital services.
  • Building deep expertise in mobile banking and payment systems to support innovation and technical leadership.
  • Developed custom scripts/tools as needed to automate routine tasks, increasing overall team productivity and efficiency.
  • Evaluated new technologies and tools to enhance overall system performance, stability, and security.
  • Conducted root-cause analyses after major incidents to identify areas for process improvement or technical enhancement opportunities.
  • Managed capacity planning efforts to ensure optimal resource allocation based on current demand projections and future growth expectations.
  • Reduced operational costs, diligently renegotiating vendor contracts and optimizing usage of cloud services.
  • Reduced system downtime, troubleshooting critical issues and applying timely fixes.
  • Facilitated seamless migrations to new platforms, ensuring zero data loss and minimal service disruption.

Agency Support Specialist

KCB Bank of Kenya
11.2021 - 12.2024
  • Providing technical support for existing Agency, Mobile Banking, Internet Banking, Middleware Applications and support implementation of related projects.
  • Providing first and second level IT training and support to users in addition to keeping track of user issues and oversee their prompt resolution.
  • Delivering business quality solutions by ensuring that they are well tested and are rolled out in a manner that adheres to established business processes.
  • Working closely with IT Security to ensure that the Agency System are well secured and in implementing SSL and other encryption certificates for ensuring robust and secure Digital Channels services.
  • Linux and Windows system administration and management.
  • Maintaining up to date system and user documentation.
  • Ensuring compliance of SLAs by system vendors.
  • Developing real time online reports and monitoring tools to be able to track internet / mobile banking and internet acquiring system uptime and performance.
  • Continual Service Improvement by recommending and implementing upgrades or changes to the mobile & internet solutions for increased performance, security or business benefits.
  • Developing subject matter expert knowledge of Mobile banking and other payment banking technologies.

POS Management Supervisor

Co-operative Bank of Kenya
05.2019 - 11.2021
  • Providing team leadership for the Technical and POS configuration team.
  • Deploying of new solutions and applications.
  • Monitoring Channel Applications for availability and performance.
  • Ensuring issues related to bugs, fixes are taken up with the vendor, and regular follow-up is being done for delivery of patches and testing after receipt of patches within specified SLA time frames.
  • Participating in new product rollouts, testing, documentation and operational improvement projects.
  • Documenting of all processes and procedures related to systems, review, and updated from time to time.
  • Modifying configurations, utilities, software default settings, etc. for the local workstation.
  • Aiding in conducting Data Recovery drills.
  • Ensuring uptime of services being offered through banking channels as per SLA.
  • Proactive monitoring of services and transactions.
  • Ensuring issues raised by the business users should be resolved within specified SLA time frames with proper communication to relevant stakeholders.
  • Supporting operations of Alternate Banking Channels 24x7.
  • Maintaining contact person between the Branches, regional Office and Agents/Merchants on the status of the systems, Cards and Agent terminals.
  • Maintaining issue Logs of POS errors reported by Agents and Branches and engaging with ICT to ensure minimal interruptions to Agent and merchant business and maintaining a 98% system uptime.

Service Desk Analyst

Co-operative Bank of Kenya
09.2015 - 04.2019
  • Ensured issues raised by the business users on the IT Service manager system were resolved within specified SLA time frames with proper communication to relevant stakeholders.
  • Monitored Channel Applications for availability and performance.
  • Ensured issues related to bugs, fixes were taken up with the vendor, and regular follow-up is being done for delivery of patches and testing after receipt of patches within specified SLA time frames.
  • Participated in new product rollouts, testing, documentation and operational improvement projects.
  • Modified configurations, utilities, software default settings, etc. for the local workstation.
  • Aided in conducting DR drills.
  • Ensured uptime of services being offered through banking channels as per SLA.
  • Ensured proactive monitoring of services and transactions.
  • Provided Tier 1 & 2 help desk support over the phone and on-site.

System Administrator

Co-operative Bank
06.2013 - 08.2015
  • Managed User administration (setup and maintaining account).
  • Maintained systems.
  • Verified that peripherals were working properly.
  • Quickly arranged the repair for hardware on the occasion of hardware failure.
  • Monitored system performance.
  • Created file systems and Installed software.
  • Created a backup and recovery policy.

ICT/Accounting Officer

Chem-Labs Limited
05.2010 - 04.2012
  • Maintained and carried out troubleshooting all network and computer-related issues.
  • Integrated security, physical control solutions for all confidential data and systems.
  • Monitored the performance and managed parameters to provide fast responses to front-end users.
  • Integrated and configured computer networking for best performance.
  • Troubleshooting and repair of hardware, operating systems and applications.
  • Monitored and maintained computer systems and networks.
  • Enhanced office IT system through appropriate upgrades and advised the Operations Unit on changes or improvements required.
  • Helped in the installation and support of all ICT hardware and software.

Education

No Degree - Information Technology

Amazon Skill Builder
Online
04.2001 -

Python Programming and Flask Framework Training -

Modcom Institute of Technology
09.2018 - 10.2018

ITIL Foundation Certificate in IT Service Management - undefined

People Cert

Bachelor of Business and Information Technology - undefined

Jomo Kenyatta University of Agriculture and Technology
05.2007 - 04.2010

Diploma in Information Technology - undefined

Kenya School of Professional Studies
05.2006 - 04.2007

Kenya Certificate of Secondary Education -

Kiambu High School
02.2002 - 11.2005

Skills

Banking skills

Digital Banking

IT Management

Service Desk Administration

Cloud System Administration

Database Management

Project Management

Business Analysis

Communications

Incident management

System monitoring

Log analysis

Scripting languages

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Timeline

Site Reliability Engineer

KCB Group
01.2025 - Current

Agency Support Specialist

KCB Bank of Kenya
11.2021 - 12.2024

POS Management Supervisor

Co-operative Bank of Kenya
05.2019 - 11.2021

Python Programming and Flask Framework Training -

Modcom Institute of Technology
09.2018 - 10.2018

Service Desk Analyst

Co-operative Bank of Kenya
09.2015 - 04.2019

System Administrator

Co-operative Bank
06.2013 - 08.2015

ICT/Accounting Officer

Chem-Labs Limited
05.2010 - 04.2012

Bachelor of Business and Information Technology - undefined

Jomo Kenyatta University of Agriculture and Technology
05.2007 - 04.2010

Diploma in Information Technology - undefined

Kenya School of Professional Studies
05.2006 - 04.2007

Kenya Certificate of Secondary Education -

Kiambu High School
02.2002 - 11.2005

No Degree - Information Technology

Amazon Skill Builder
04.2001 -

ITIL Foundation Certificate in IT Service Management - undefined

People Cert

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