Application Support Officer at Prime Bank Kenya

Job purpose:

The Application Support Officer is responsible for supporting the Bank’s business-critical applications, including Finacle Core Banking, Finacle Treasury, Vision Business Intelligence, reconciliation systems, Eastnets AML / Profiling solutions, CTS, ACH, Newgen DMS / Omnidocs, CBK-related systems, and other assigned business applications. The role ensures stable day-to-day operations, timely incident resolution, structured problem management, root-cause analysis, user support, controlled system changes, documentation, and support for application-related projects.

Key responsibilities:

• Provide second-line application support for core and business applications and ensure timely resolution of incidents escalated from the service desk or business users.
• Monitor application availability, interfaces, jobs, queues, alerts, and exception reports to ensure continuous service delivery and early issue detection.
• Execute and support day-end, day-start, month-end, and year-end application activities in accordance with approved procedures and checklists.
• Diagnose incidents, perform troubleshooting, apply approved workarounds where necessary, and coordinate with internal teams or third-party vendors for permanent resolution.
• Perform root cause analysis for recurring or major incidents, document findings, recommend remediation actions, and track closure of corrective measures.
• Maintain application support documentation including SOPs, known error records, run books, user guides, issue logs, and configuration records.
• Support users on system usage issues, data validation, report generation, access-related queries within approved processes, and functional troubleshooting.
• Coordinate application patching, upgrades, parameter changes, testing, and controlled deployments across all relevant tiers in line with change management requirements.
• Participate in testing of fixes, patches, releases, interfaces, and projects, including UAT support, defect logging, retesting, and production readiness activities.
• Support report generation, regulatory extracts, operational data requests, and reconciliation outputs accurately and within agreed timelines.
• Liaise with vendors and service providers on bugs, incidents, service requests, preventive maintenance, and escalation follow-up to ensure SLA adherence.
• Support audit, compliance, and risk activities by maintaining evidence, closing audit issues within timelines, and ensuring adherence to approved IT policies, standards, and procedures.
• Identify improvement opportunities in application stability, user experience, support processes, monitoring controls, and documentation practices.
• Provide first-level functional support to database and infrastructure teams during issue analysis where application behavior, jobs, or data dependencies require coordination.
• Participate in application-related projects, enhancements, new implementations, migrations, and post-go-live stabilization activities.
• 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
• Perform day-day-day administration duties across the applications system platform to ensure system stability and consistent levels of Service Delivery.
• Provide first-level Database Administration (DBA) support, including initial incident assessment, basic troubleshooting, monitoring of database health, escalating complex issues to senior DBAs, and ensuring timely resolution to maintain system availability and performance.
• IT Help Desk Issue: Average time taken to respond to helpdesk tickets within 30 minutes with closure of 90% of Issues

Job Experience/Qualifications:

• Bachelor’s degree in Information Technology, Computer Science, Business Information Systems, or a related field.
• 2-4 years’ experience in application support, business systems support, IT operations, or systems administration in a structured environment.
• Working knowledge of SQL, databases, operating systems, and application troubleshooting.
• Exposure to banking applications, payment systems, middleware, or regulatory systems will be an added advantage.

Skills & Competencies:

• Strong analytical and problem-solving capability.
• Good understanding of incident, problem, and change management practices.
• Ability to document clearly and maintain structured support records.
• Understanding of application interfaces, jobs, APIs, and transaction processing environments.
• Good communication, coordination, and stakeholder engagement skills.
• Ability to work under pressure during critical incidents and period-end processing cycles.
• High attention to detail, control awareness, and service orientation.