Careers 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.

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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

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Job purpose:

To ensure the effective operation, availability, monitoring and maintenance of Automated Teller Machines (ATMs) and Cash Deposit Machines (CDMs), while minimizing downtime, managing incidents and coordinating timely resolution to deliver seamless customer service and operational efficiency.

Key Responsibilities:

• Commissioning of ATMs
• Decommissioning of ATMs
• Monitoring and Maintenance of the fleet of ATMs to ensure 24/7 availability
• Commissioning of the CDMs
• Decommissioning of CDMs
• Monitoring and Maintenance of the fleet of CDMs to ensure availability 24/7
• Conducting Disaster Recovery Drills
• Provide Day-to-day support to ATM custodians
• Provide Day-to-day support to CDM custodians
• Liaising with ATM/CDM vendors on the resolution of ATM/CDM issues
• Liaising with ATM/CDM vendors on the implementation of new business requirements such as: Calibration of cassettes to new denomination notes, installation of new templates on both CDMs and SMART ATMs, Upgradation of ATM software, installation of ATM security suite
• Perform User Acceptance Testing for ATM/CDM Backend Systems (Kich server, Simbank Middleware server, Passport Server)
• Liaising with Internal teams on the resolution of CDM/ATM customer disputes
• Implementation of Audit requirements on ATM/CDM and Backend systems
• Custodian training for CDMs, ATMs and Intelligent ATMs
• User Management on Kich Portal

Job Experience/Qualifications:

• Bachelor’s degree in Information Technology, Computer Scieence, Business Information Systems, Finance or related field
• Knowledge of ATM monitoring systems and switching platforms is an added advantage
• 2-4 years’ experience in ATM/CDM support, card operations, switch operations or banking operations
• Exposure to ATM reconciliation, dispute resolution and transaction monitoring
• Familiarity with regulatory and audit requirements in a banking environment

Skills & Competencies:

• Strong understanding of ATM/CDM operations and transaction flows
• Understanding of ATM/CDM security standards and fraud risk controls
• Basic understanding of banking systems and reconciliation processes
• Ability to analyze transaction logs and resolve exceptions

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Job purpose:

To ensure the continuous availability, security and optimal performance of the organization’s data centre infrastructure by monitoring systems, maintaining equipment, supporting incident resolution and enforcing operational and security standards to minimize downtime and business disruption.

Key responsibilities:

Help Desk Management:

• Ticket closure update
• Report management
• Management and guidance on creation of ticket flow, CR (Change Request) flow and RCAs on the system

Ameyo Call Centre:

• Monitoring of the call centre and ensuring no calls getting dropped, all email tickets are being created as expected.
• Support to the call centre team
• Patch management of the Ameyo call centre
• Monitoring of the call centre ensuring maximum availability

Avaya IP Phones:

• Monitoring of the Avaya IP Telephony ensuring maximum availability.
• Creation of users and user groups.
• Ensuring proper recording of extensions.
• Ensuring the SIP/E1 Lines are connected and working correctly.

Storage:

• Virtual Volume maintenance, creation, deletion and growth.
• Monitoring of all storage devices and ensuring the optimal performance of storage boxes and volumes.
• Ensuring volume lag and IOPS are optimal.
• Replication and failover of data stores for virtual machines.
• Patch Management on storage devices

File share Server:

• Creation and maintenance of shares in the bank

Commvault Backup:

• Configuring and enabling backup on servers and DB’s in the Bank’s environment
• Monitoring the backup status of all machines and ensuring are being successfully completed

Website:

• Monitoring of the Website ensuring maximum availability
• Patch management of the website
• Panel patching and maintenance of backend services

Patch Management:

• Testing patches
• Deploying patches to both Windows and Linux server environments
• Ensuring all patches are deployed within patch policy periods

OpenShift:

• Monitoring the OpenShift environments and ensuring clusters are not in a failed state
• Support to deploy and maintain application images
• Ensuring relevant backups of ETCD database are being taken
• Managing High availability of the OpenShift clusters to ensure maximum uptime
• Managing HAProxy to ensure custom names, routes and virtual services are working as expected
• Security scanning of images through Advanced Cluster Scanner

SSL Renewals:

• Server Admin’s support for renewal of expired SSL certificates

VMS System : 

• VMS installation
• VMS monthly review
• Licence purchase
• VMS support for head office and branches

Data centre AC and Airdel Unit : 

• monthly maintenance
• Datacentre & Airedale Unit monthly review
• Datacentre AC & Airedale Unit monitoring

Biometric system : 

• Staff activation and deactivation
• User on boarding
• System monitoring

Allocation to new users/Maintaining Avaya IP inventory.

• Assist users with IP phone set up and log in
• Troubleshoot connectivity issues
• Providing ongoing support for IP Phone users

Manage Engine:

• Support to end users and ensuring system uptime
• Patch management through Manage engine server to ensure all systems are up to date

Convene:

• Management of Board Member users
• End user support on upload of board packs and general support

Managing inventory for IT Equipment’s

• Assign and attach unique asset tags to newly procured equipment and upload on asset manager
• Schedule regular preventive maintenance for AC and UPS in Data Center, Delta Hub, Doctors plaza Parklands, HQ Stabilizer and Prepaid card Evolis printers
• Managing Hardware repairs and replacements, coordinating with vendors as necessary
• Asset disposal: Following the proper protocol for disposing of outdated or broken equipment, including wiping data and recycling or selling old hardware

CDSC Software: Duties and Responsibilities

• User Creation, Maintenance and application support for Custody department

BCP-DRP: Duties and Responsibilities

• Replicating and ensuring all Virtual Machines move to DR site
• Support to end users and branches for disaster recovery activities
• Ensuring all critical systems on VM environment are able to replicate without any errors
• Ensuring machines that are in the replication process complies with the banks RPO and RTO.

Job Experience/Qualifications:

• Bachelor’s degree in Information Technology, Computer Science, Electrical Engineering or related field
• 2-4 years’ experience in data centre operations, IT Infrastructure Support or Systems Administration
• Familiarity with network infrastructure and connectivity troubleshooting
• Professional certifications such as ITIL Foundation, CompTIA Server, CCNA or VMware certifications are an added advantage

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Job purpose:

To support, monitor and maintain the organization’s digital platforms, ensuring seamless functionality, high system availability, timely incident resolution and enhanced customer experience across digital channels such as mobile banking, internet banking and other self-service platforms.

Key responsibilities:

EBanking System (Internet Banking and Mobile Banking):

• End User Support and Maintenance
• Management of user logins on both UAT and LIVE environments
• Support the customers with any issue related to Operations
• Compliance with the IS/IT Policy set for the Bank
• Maintain integrity and confidentiality during data access of all system
• Maintenance of Database Backups and Storage
• Maintenance of Live Application Server and Services
• Ensuring that data replication from DC to DR is up to date.
• UAT testing and deployment of Patches in UAT and LIVE environments
• Front-end troubleshooting and Customization
• Escalation of product bugs to Finacle Tech-Online Support to resolve them
• Training end users on how to use the system
• Preparing Business Requirement Document for Change Management
• Creation of customer manuals in line with the internet banking for both retail and corporate and ensure that the manuals are well aligned to the bank policies and procedures.
• Database management and data extraction as and when required by various departments.
• Testing and deployment of the Monthly patches shared by Infosys.
• Handling audit observations whether internal or external.
• OpenShift UAT/LIVE/DR Environment maintenance.

Alerts System:

• Management of user logins on both UAT and LIVE environments
• Support the customers for any issue related to Operations
• Generation of Statements and Alerts for clients
• Front-end troubleshooting and Customization
• Maintenance of the bank and branch codes in the system
• End User Support and Maintenance
• User Creation and Maintenance
• Generation of reports and audit as and when required
• Database maintenance and housekeeping
• Escalation of product bugs to Support Team to resolve them

RSA System:

• End User Support and Maintenance
• User Creation and Maintenance
• Generation of reports and audit as and when required
• Database maintenance and housekeeping
• Escalation of product bugs to Support Team to resolve them
• Front-end troubleshooting and Customization of the system
• Upgradation of the server
• Server Housekeeping
• Server backup and configuration

Job Experience/Qualifications:

• Bachelor’s degree inInformation Technology, Computer Science, Business Information Systems or related field
• 2-4 years experience in digital banking support, application support or IT operations
• Professional certifications such ITIL Foundation, Digital Banking Certifications or relevant vendor certifications are an added advantage
• Experience supporting mobile banking, internet banking, USSD or payment platforms

Skills & Competencies:

• Strong understanding of digital banking platforms (mobile & internet banking)
• Knowledge of API integrations and system interfaces
• Understanding of user access management and digital security controls
• Ability to analyze system logs and generate performance reports

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Job purpose:

To support, maintain and optimize the organization’s IT infrastructure, including servers, networks, storage and related systems, ensuring high availability, security, performance and minimal downtime in support of business operations.

Key responsibilities:

Managing inventory for IT Equipment’s

• Assign and attach unique asset tags to newly procured equipment and upload on asset manager
• Monitoring Stock level of commonly used items (UPS, UPS batteries, Computers, keyboards, mice, &Avaya IP Phones
• Schedule regular preventive maintenance for AC and UPS in Data Center, Delta Hub, Doctors Plaza Parklands, HQ Stabilizer and Prepaid card Evolis printers
• Managing AMC renewals/updating the necessary documentations for Sai Office, Ellen Powers, Power Controls, Universal Engineering and Complete Identity Solutions ltd
• Managing Hardware repairs and replacements, coordinating with vendors as necessary
• Asset disposal: Following the proper protocol for disposing of outdated or broken equipment, including wiping data and recycling or selling old hardware
• IT Inventory Management & reconciliation

Desktop Support: 

• Providing technical support to end users for hardware, software and peripheral issues
• Installation, configuration and updating of Operating systems, applications and software on desktops, laptop computers.
• Support /coordination with vendors for any issues related to Rate boards at the branches.
• Upgrading existing hardware and software’s
• User support and training
• Network low-level connectivity issues support
• Set up new users’ accounts and profiles and deal with password issues

Office 365:

• Providing support to users with email log in issues
• Guiding users in setting up multi-factor authentication issues

Biometric system: 

• Enrolling new employees /users
• Providing support and training for new biometric system users

CDSC Software:

• New User setup/installation/configuration of the CDSC software on the machines.
• End user application support for Custody department/Accounts

Ameyo Call Centre:

• Support the call center team (Card Center)

Avaya IP Phones:

• Allocation to new users/Maintaining Avaya IP inventory.
• Assist users with IP phone set up and log in
• Troubleshoot connectivity issues
• Providing ongoing support for IP Phone users

Patch Management:

• Performing routine system updates, Patching for to HQ & Branch machines and Local admin machines via WIFI (KEPPS and SYBRIN machines)
• Ensuring all patches are deployed within patch policy periods

Convene:

• Support with installation and set-up of the convene app for the respective users
• Troubleshoot application and set up issues

Manage Engine: Duties and Responsibilities

• Monitor and manage application performance
• Engage vendors for technical support
• Oversee application version updates
• Collaborate with my IT- Infra seniors to diagnose and resolve the application related issues.
• Patch management to ensure all systems are up to date

Bank assurance: Duties and Responsibilities

• Installation of the application set up
• End user support on application errors

Job Experience/Qualifications:

• Bachelor’s degree in Information Technology, Computer Science, Electrical/Electronic Engineering or related field
• 2-4 years experience in IT infrastructure support, network administration or systems administration
• Professional certifications such as CCNA, Microsoft Certified (MCSA/MCSE), CompTIA Network, VMare certifications or ITIL Foundation are an added advantage
• Exposure to cloud platforms and hybrid environments is an added advantage

Skills & Competencies:

• Understanding of cloud infrastructure (eg Azure, AWS) is an added advantage
• Basic networking knowledge (LAN/WAN, TCP/IP, routing, switching)
• Knowledge of IT service management frameworks
• Familiarity with firewall and endpoint security solutions