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I & M Bank   |   Nairobi, Kenya   |   Log in or register to see the closing date

Officer, ICT Channel Support (ABC)

  • Bachelor's degree
  • Information technology, software development, data
  • Experienced (senior worker)
  • Full Time
  • Permanent

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Job Summary

REF: OCSABC/1/2018
The incumbent will be responsible for providing Level 1/2 (L1/L2) Technical & Functional Support of Channel Applications and ensuring proper closure & resolution of issues (Which entails proper call logging, escalation & follow through to completion) on these systems within the defined Service Level Agreements. Making recommendations of procedure modifications or improvements that would aid in the flow of business operations.
If you believe you meet the requirements, please send your application together with comprehensive curriculum vitae indicating your qualifications, present position, salary expectations and names and contacts of three referees. Your application should reach the address below as soon as possible. Please quote reference number followed by the position applied for in the application.

The General Manager-Human Resources
I&M Bank Limited
I & M Tower, Kenyatta Avenue
P.O Box 30238 – 00100, Nairobi
Or email: [email protected](preferred option)


  1. Supporting 24×7 Alternate Banking Channels operations.

  2. Providing L1/L2 support on Alternate Banking Channels.
  3. Monitoring Channel Applications availability and performance. Taking corrective actions to ensure Systems/Applications availability, resolving issues, and coordinating with other team members and vendors.
  4. Participating in new product rollouts, testing, documentation and operational improvement projects and complying with Change Management process for banking systems.
  5. Documenting, reviewing and updating of all processes and procedures related to ICT Systems.
  6. Adhering to Bank’s policies and procedures in managing and supporting banking applications.
  7. Providing assistance in conducting DR drills.
  8. Ensuring the following:
– Uptime of services being offered through banking channels as per SLA.
– Proactively monitoring services and transactions.
– 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.
– Issues raised by the business users are resolved within specified SLA time frames with proper communication to relevant stakeholders.

General Information

Salary rangeNot specified
Additional informationNot specified
Contract type: Permanent
Job type: Full Time
Location: Nairobi
Area of work: Information technology, software development, data
Seniority: Experienced (senior worker)

Job Requirements

Required education: Bachelor's degree
Required relevant work experience: 2 years
Required skills: Technical documentation; Information security; File management and data back-up; Big data and data analytics; Database administration; IT support
Required languages: English (Spoken: fluent | Written: fluent)

I & M Bank

Banking, microfinance, insuranceCompany size: 1000+ people

I&M Bank is a privately owned commercial bank headquartered in Kenya, with a growing regional presence currently extending to Mauritius, Tanzania and Rwanda. In Kenya our network extends to 35 branches currently, served by more about 900 members of staff