Background

I&M Bank is a wholly owned subsidiary of I&M Holdings Limited, a publicly quoted company at the Nairobi Securities Exchange (NSE). The bank possesses a rich heritage in banking.

Job Description

The job holder is responsible for providing L1 technical support and working closely with cross-functional teams to fulfill SLAs at Bank and group entities. The role responds to the resolution of service desk issues within committed SLA and ensures that routine operations of card functions including EOD are consistently executed. It is a multifunctional role responsible for Card Systems Management and support.

Roles & Responsibilities

• Provide 24/7 support for card functions and EOD operations at Bank and group entities.
• Monitor card transaction declines on issuer and card scheme platforms.
• Collaborate with other stakeholders to fulfill tasks, offer L1 support at Bank & Group entities.
• Support technical operations on issuing and acquiring to fulfill SLAs on customers.
• Propose technical and procedural enhancements for card system operation.
• Ensure that file downloads on schemes portal work seamlessly to/from Bank.
• Conduct continuous quality testing on card systems and maintain intermediary systems.
• Assist in the development of tools for data capture and reporting,
• Ensure that card events, SMS’s and schedulers operate consistently.
• Manage admin and user accounts, test functional parameters on web services.
• Prioritize ticket closure, assist vendors in testing, monitor system logs and backups.
• Monitor card service performance on APIs, troubleshoot loss of services and device issues.
• Participate in testing DR/BCP card systems, support system changes, and assist in audits.

Job Specifications

Academic Qualifications:

Bachelor’s degree in information technology / informatics /computer science or related field.

Professional Qualifications:

• Training / Working Knowledge of Oracle, SQL, PL-SQL, JAVA, C++, .NET and related fields.
• Training / Working Knowledge ATM Switch (Technical & Functional)
• Training /Certification in switching technology / Network Switch
• Training / Working Knowledge of UNIX / Linux / MS Windows Server / Solaris.

Work Experience Required:

Atleast 1 years’ experience in similar areas.

• Provide 24/7 support for card functions and EOD operations at Bank and group entities.
• Monitor card transaction declines on issuer and card scheme platforms.
• Collaborate with other stakeholders to fulfill tasks, offer L1 support at Bank & Group entities.
• Support technical operations on issuing and acquiring to fulfill SLAs on customers.
• Propose technical and procedural enhancements for card system operation.
• Ensure that file downloads on schemes portal work seamlessly to/from Bank.
• Conduct continuous quality testing on card systems and maintain intermediary systems.
• Assist in the development of tools for data capture and reporting,
• Ensure that card events, SMS’s and schedulers operate consistently.
• Manage admin and user accounts, test functional parameters on web services.
• Prioritize ticket closure, assist vendors in testing, monitor system logs and backups.
• Monitor card service performance on APIs, troubleshoot loss of services and device issues.
• Participate in testing DR/BCP card systems, support system changes, and assist in audits.

• Oracle
• SQL
• PL-SQL
• JAVA
• C++
• .NET
• ATM Switch (Technical & Functional)
• Switching technology / Network Switch
• UNIX / Linux / MS Windows Server / Solaris

• Bachelor’s degree in information technology / informatics /computer science or related field.
• Training / Working Knowledge of Oracle, SQL, PL-SQL, JAVA, C++, .NET and related fields.
• Training / Working Knowledge ATM Switch (Technical & Functional)
• Training /Certification in switching technology / Network Switch
• Training / Working Knowledge of UNIX / Linux / MS Windows Server / Solaris.