Careers at I&M Bank

Job Purpose:

• Support the business support manager in providing administrative support to the director and digital factory iCube team.
• Assist in coordinating iCube matters arising out of day-to-day operations.

Key Responsibilities:

Staff onboarding and offboarding coordination:

• Sending out assessment tests.
• Scheduling second level interviews.
• Receiving and tracking iCube job applications.
• Onboarding new staff.
• Sending out regrets to candidates.
• Exit management for staff leaving iCube.

Invoices:
Receiving and processing iCube invoices.
Supplies management:

• Receiving all supplies for the department and reconciling with purchase orders.
• Issuing office supplies and maintaining proper records for the issued items.
• Ensuring effective utilization of stationery, grocery and other supplies.
• Stock taking and advising procurement on the requirements for the entire unit.

Meetings:

• Support business manager in scheduling meetings.
• Coordinating team meetings as per and when needed.

Other administrative tasks:

• Ensure a high level of cleanliness. 
• Follow up on repairs and maintenance. 
• Organizing team bonding events.
• Liaising with other departments to execute or resolve issues that arise in the normal course of work.    

Academic Qualifications & Work Experience:

• Bachelor’s degree in human resources/business administration/or its equivalent.
• 1-3 years' experience in a similar role.

Skills & Competencies:

• Strong organization and time management skills.
• Good interpersonal, communication and people skills.
• Ability to manage and balance priorities when they are in conflicting.
• Ability to manage own workflow, work effectively under pressure. 
• Ability to pre-empt tasks and work under minimal supervision.
• Ability to learn new skills quickly.
• Confident.

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Job Purpose:

• The ICT Service Associate – Vendor Management, is responsible for operational and performance monitoring of third-party technology vendors supporting the Bank’s ICT systems and services. 
• The role ensures vendors meet agreed Service Level Agreements (SLAs), comply with internal ICT policies, and deliver services in line with contractual and regulatory obligations.
• They also coordinate vendor-related incidents, service reviews, and reporting, while escalating material risks or performance concerns to Management. 

Key Roles and Responsibilities:
Vendor Performance Management:

• Act as the primary operational contact for assigned ICT vendors. 
• Monitor vendor performance against SLAs, OLAs, and contractual obligations. 
• Track service credits, performance breaches, and corrective action plans. 
• Prepare and maintain vendor scorecards and performance dashboards. 
• Coordinate and participate in periodic vendor service review meetings.
• Escalate persistent performance gaps or compliance issues to Management. 

Service Assurance & Incident Coordination:

• Monitor availability and performance of vendor-supported systems and services. 
• Ensure timely updates, resolution, and closure of vendor-related incidents within the ITSM tool. 
• Generate Root Cause Analysis (RCA) reports and ensure corrective actions are tracked to completion.
• Identify recurring issues and recommend structured problem management actions. 

Change & Governance Oversight: 

• Liaise with internal change owners and vendors to ensure adherence to Change Management processes. 
• Track vendor compliance with scheduled maintenance and approved change windows.
• Ensure vendors follow agreed escalation and communication protocols during changes. 

Reporting, Risk & Compliance: 

• Prepare monthly and quarterly vendor performance reports for ICT management. 
• Maintain audit-ready documentation for vendor engagements and service reviews. 
• Support internal and external audits by providing required evidence and performance data.
• Proactively identify service risks and escalate potential business impacts. 

Technical Competencies: 

• Knowledge of IT Service Management processes (Incident, Problem, Change, Service Level Management). 
• Experience using IT Service Management (ITSM) tools. 
• Ability to interpret SLA clauses.  
• Proficiency in Microsoft Excel and reporting tools (e.g., Power BI or equivalent).
• Good understanding of enterprise ICT environments (infrastructure, applications, cloud, or networks). 

Education and Work Experience:

• Bachelor’s degree in information technology, Computer Science, Information Systems, Business IT, or related field. 
• 1–3 years’ experience in IT operations, service management, vendor coordination, or ICT service delivery. 
• ITIL v4 Foundation certification is preferred.
• Experience working in a regulated environment (banking, financial services, insurance, or telecommunications) is an advantage. 

Skills and Attributes:

• Strong analytical and problem-solving skills. 
• Good stakeholder management and vendor coordination skills. 
• Structured and process-driven working approach. 
• Ability to work independently with minimal supervision. 
• Strong written and verbal communication skills suitable for management reporting.

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Job Purpose:

• The ICT Service Senior Associate – Observability & Monitoring ensures effective alert monitoring, event triage, and coordinated incident response across the Bank’s ICT environment. 
• It supports service visibility, early detection of issues, and structured escalation in line with IT Service Management (ITSM) processes.
• This position provides day-to-day functional input to iNOC operations while working under the direction of the Senior Manager, ICT Service and Change. 

Key Roles and Responsibilities: 
Observability & Monitoring Oversight:

• Provide day-to-day functional input on iNOC monitoring activities. 
• Ensure alerts, dashboards, and monitoring tools provide accurate and real-time visibility of service health. 
• Validate alert thresholds and escalation paths to minimize false positives and missed events.
• Ensure new systems, applications, and infrastructure components are onboarded into monitoring tools prior to go-live. 

Event & Incident Coordination:

• Participate in event triage, prioritization, and escalation activities in line with Incident Management procedures. 
• Work with iNOC analysts during high-priority or major incidents to ensure coordinated response and timely restoration. 
• Ensure incidents generated from monitoring tools are properly logged, categorized, and updated in the ITSM system. 
• Review monitoring data and incident timelines to support Root Cause Analysis (RCA) processes.
• Escalate systemic service risks or recurring issues to Management. 

Monitoring Configuration & Service Instrumentation: 

• Support configuration and optimization of monitoring tools across infrastructure and applications. 
• Work with technology teams to ensure services are properly instrumented and observable.
• Validate that monitoring requirements are included as part of Change Enablement processes. 

Automation & Operational Efficiency:

• Identify repetitive operational activities within monitoring processes and recommend automation opportunities. 
• Support development and testing of automation scripts to improve alert handling and reporting efficiency.
• Maintain documentation of monitoring configurations and automation routines. 

Reporting, Risk & Service Assurance:

• Prepare service health dashboards and monitoring performance reports. 
• Analyze alert trends, incident patterns, and monitoring gaps to support Problem Management and continual improvement. 
• Ensure monitoring records and documentation are audit-ready and aligned with regulatory expectations.
• Highlight emerging service risks and performance concerns to ICT Service Management. 

Technical Competencies:

• Working knowledge of IT Service Management practices, particularly Monitoring, Event Management and Incident Management. 
• Hands-on experience with enterprise monitoring or observability tools. 
• Basic to intermediate understanding of infrastructure, network, and application monitoring concepts. 
• Basic to intermediate scripting capability (e.g., PowerShell, Python, Bash) is an advantage.
• Ability to analyze monitoring data and generate structured operational reports. 

Education and Professional Qualifications:

• Bachelor’s degree in information technology, Computer Science, Engineering, or related field. 
• ITIL v4 Foundation certification is preferred.
• Relevant technical certifications in monitoring or infrastructure are an advantage. 

Work Experience:

• 2–5 years’ experience in IT operations, NOC/iNOC operations, service assurance, or monitoring roles. 
• Experience in a structured or regulated environment (e.g., banking, financial services, telecommunications) is an advantage.
• Prior experience coordinating or guiding operational teams is preferred. 

Skills and Attributes:

• Strong analytical and troubleshooting capability. 
• Ability to coordinate operational teams during high-pressure incidents. 
• Structured and process-driven approach to service management. 
• Good communication skills for technical and management audiences. 
• High attention to detail and operational discipline. 
• Proactive mindset with focus on service reliability and continuous improvement.