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Associate - Digital Channel Systems

2 weeks ago

Nairobi, Nairobi Area, Kenya I&M Bank Limited Full time 1,200,000 - 2,400,000 per year

Brief Description

Provide Level 1/2 (L1/L2) Technical & Functional Support of Channel Applications and systems. Ensure the proper closure and resolution of issues, which includes accurate call logging, escalation, and follow-up to completion within the defined Service Level Agreements (SLAs). Make recommendations for procedural modifications or improvements to enhance business operations.

Key Roles

  1. Ensure 24x7 operations for channels.
  2. Provide L1/L2 support on channel products.
  3. Monitor all channels for availability and performance, taking corrective actions to ensure system/application availability.
  4. Resolve channel issues and pain points while coordinating with team members and respective vendors.
  5. Adhere to the bank's policies and procedures in managing and supporting channels and related banking applications.
  6. Conduct housekeeping tasks, including user creation and management, resolving user issues on service desk portals, and providing data to business users.
  7. Proactively monitor channel applications and systems for stability.
  8. Ensure up time of services offered through banking channels as per SLA.
  9. Proactively monitor channel applications and systems for stability.
  10. Test patches within specified SLA time frames.
  11. Resolve issues raised by business users within specified SLA time frames, ensuring proper communication with relevant stakeholders.
  • Technical Skills
    Good understanding of ISO 8583.
  • Proficiency in UNIX/Linux/MS Windows Server.
  • Knowledge of programming languages (Java, C++, .NET, JavaScript, XML).
  • Knowledge of cloud-based technologies is an added advantage.
  • Experience with Oracle, SQL, MySQL, PL-SQL.
  • Familiarity with web technologies (J2EE, IIS, Apache).

Education and Experience

  1. A bachelor's degree in computer science, Information Technology or a related field.
  2. A minimum of 1 year of experience in supporting/ managing channel systems in a banking environment
  3. Exposure to application support models and emerging technologies across diverse platforms.
  4. Good understanding of banking applications, services, standards, and best practices.

Knowledge, Skills and Abilities

  1. Excellent oral and written communication skills.
  2. Strong analytical, troubleshooting, and problem-solving skills.
  3. Up-to-date with channel system information, changes, and updates.
  4. Effective customer and team interaction and handling skills.
  5. Flexibility to work in a 24x7 environment and adaptable to various work demands.
  6. Motivated and willing to learn about other systems within the digital channels space.
  7. Understanding of technologies and best practices is an added advantage.

If you believe you meet the above requirements log onto our  and click on careers and apply for the position. Your application should reach us as soon as possible but not later than 3rd October 2025.