Application Support Officer at Prime Bank Kenya

Job purpose:

The Application Support role is responsible for providing ICT support to the Core Banking Systems and other Business systems. This includes offering technical assistance, analysis, and solutions to issues reported or escalated from the service desk. The role also involves performing Daily COB (Close of Business) activities across all Core Banking platforms as per documented procedures. The role applies incident and problem management processes to resolve incidents or provide appropriate workarounds for problems, while continuously seeking to improve support for the bank’s internal and external customers.

Key responsibilities:

Daily EOD and BOD Services:

• Execute all Daily COB (Close of Business) activities across the Core Banking Systems as per documented procedures.

Incident Management:

• Provide 2nd Level Support and ensure the resolution of service incidents escalated to the Support Operations Team.
• Provide appropriate workarounds for incidents escalated as problems within the agreed SLA.

Problem Management:

• Escalate problems and continuously engage with 3rd level and/or 3rd party support vendors to ensure timely resolution of all escalated system faults/bugs on the Core Banking and other Business Systems.

System Administration:

• Perform day-to-day administration duties across the Core Banking and Business systems platforms to ensure system stability and consistent levels of service delivery.

System Reporting:

• Analyze, design, and generate various reports accurately and distribute them in an effective and timely manner.

Patch:

• All the application with the latest patch must be monitored inclusive of all tiers applicable. For e.g. Finacle three tier architecture Front End, Back End and DB.

Audit:

• To ensure adherence to IT audit standards, familiarize yourself with relevant comprehensive IT policies and procedures.

RCA:

• For each issue complete RCA to be provided

Documentation:

• Document any new process or any solution to followed by user

IT Help Desk Issue:

• Average time taken to respond to helpdesk tickets to less then 30 minutes with closure of 90% of Issues

Projects:

• Involvement in Project Monitoring, technical support and closure

DBA:

• First level of support

Job Experience/Qualifications:

• Bachelor’s degree in Information Technology, Computer Science, Business Information Systems or related field
• Knowledge of database management e.g SQL
• Understanding of operating systems (Windows/Linux) and basic networking concepts
• 2-4 years’ experience in application support, IT support or systems administration