Manager-Application Support at Prime Bank Kenya

Job purpose

To oversee the support, maintenance and continuous improvement of business applications, ensuring high system availability, timely issue resolution, and effective service delivery in line with agreed SLAs and organizational requirements.

Key responsibilities:

E-Banking System – Internet Banking and Mobile Banking

User Support & Maintenance:

• Provide operational assistance and support to end-users for both Internet Banking and Mobile Banking applications.
• Manage user login and access permissions in both UAT and LIVE environments.

System Administration:

• Maintain the integrity and confidentiality of all system data.
• Manage and maintain the Live Application Server and associated services.
• Ensure data replication from DC to DR is up to date.
• Perform database backups and storage.

Application Maintenance & Testing:

• Conduct UAT testing for product patches in UAT and LIVE environments.
• Perform front-end troubleshooting and customization.
• Escalate product bugs to Finacle Tech-Online Support for resolution.

Documentation & Training:

• Train end-users on how to use the system effectively.
• Prepare and maintain user manuals for both retail and corporate customers, ensuring alignment with bank policies and procedures.

Project Support:

• Prepare Business Requirement Documents (BRDs) for Change Management requests.

Compliance & Audits:

• Handle audit observations from both internal and external audits.

Alerts System

User Support & Maintenance:

• Provide technical assistance and support to end-users of the Alerts System.
• Manage user login and access permissions in both UAT and LIVE environments.

System Administration:

• Maintain the integrity and confidentiality of all system data.
• Perform application/database maintenance and housekeeping activities.

Alert Generation & Management:

• Generate and distribute statements and alerts to clients.
• Maintain the bank and branch codes within the system.

Issue Resolution:

• Conduct front-end troubleshooting and customization.
• Escalate product bugs to the designated Support Team for resolution.

Job Experience/Qualifications:

• Bachelor’s degree in computer science, Information Technology, Information Systems, or a related field.
• Minimum of 5–7 years’ experience in Application Support within the banking or financial services sector.
• Hands-on experience supporting Internet Banking and Mobile Banking platforms.
• Working knowledge of core banking systems such as Finacleor similar platforms.
• Experience in database administration (e.g., SQL Server / Oracle).
• Familiarity with UAT processes, change management, and ITIL service management practices.
• Experience in handling audit reviews and regulatory compliance requirements.

Skills & Competencies:

• Strong analytical and problem-solving skills.
• Excellent troubleshooting and incident management abilities.
• Knowledge of application servers, databases, and disaster recovery processes.
• Strong understanding of banking operations and digital channels.
• Effective communication and stakeholder management skills.
• Ability to manage multiple priorities under tight deadlines.
• Strong documentation and report-writing skills.