Vacancies 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.

go to method of application »

Job purpose:

To support the secure, compliant and efficient operation of the Bank’s ATM, CDM and Smart ATM channels by ensuring high service availability, timely incident resolution, effective installation and movement coordination, accurate inventory control, proper vendor follow-up, strong cybersecurity and patch compliance, and timely closure of audit and control issues.

Key Responsibilities:

Channel Operations, Monitoring and Service Availability 

• Monitor the ATM, CDM and Smart ATM fleet to ensure high availability, stable performance and timely restoration of service disruptions.
• Perform routine health checks on devices, support platforms, interfaces and monitoring consoles, and escalate exceptions within agreed turnaround times.
• Maintain incident logs, track recurring faults and support problem resolution to reduce repeat outages.

Installation, Movement and Lifecycle Management 

• Coordinate installation, commissioning, relocation, movement, replacement and decommissioning of ATM, CDM and Smart ATM devices in line with approved project plans, branch requirements and site readiness.
• Coordinate new device rollouts and replacement activities with vendors, branches, infrastructure teams and project stakeholders to meet implementation timelines.
• Ensure all installation and movement activities are documented with relevant approvals, service reports and asset updates.

Maintenance, Cassettes, Parts and Inventory 

• Coordinate preventive and corrective maintenance for ATM/CDM/Smart ATM devices and follow up vendors to closure within agreed service levels.
• Coordinate replacement of faulty components including cassettes, dispenser modules, card readers, receipt printers, sensors, locks, screens, UPS units and related hardware through approved support channels.
• Manage inventory records for devices, cassettes, spare parts, consumables and related accessories, ensuring accurate stock levels, movement tracking, reconciliation and timely replenishment.

Cybersecurity, Patching and Technology Controls 

• Coordinate timely deployment of operating system patches, firmware updates, application upgrades, endpoint protection updates and other security fixes for ATM/CDM/Smart ATM devices and supporting platforms.
• Work with Information Security, Infrastructure and vendors to remediate vulnerabilities, strengthen security baselines and respond to cybersecurity risks affecting self-service channels.
• Ensure changes, upgrades and security actions are implemented through approved change management processes and supported by evidence of testing and approval.

Access Management, Audit and Control Compliance 

• Administer authorized user access to ATM/CDM support platforms in line with approved access management procedures, maker-checker requirements and segregation of duties controls.
• Track and implement audit, risk and regulatory action points relating to ATM/CDM channels and ensure no overdue issues remain under the role’s ownership.
• Maintain complete and accurate operational records including incident logs, maintenance reports, patch records, asset movement records, access changes and vendor service documentation.

Testing, Continuity and Stakeholder Support 

• Participate in user acceptance testing, patch validation, controlled releases, disaster recovery drills and business continuity activities for ATM/CDM services.
• Provide day-to-day support and guidance to branch custodians and other stakeholders on ATM/CDM operational procedures, escalation paths and control requirements.
• Prepare weekly and monthly management reports covering channel availability, incident trends, maintenance status, inventory movement, audit items and security compliance.

Job Experience/Qualifications:

• Bachelor’s degree in Information Technology, Computer Science, Information Systems, Engineering, Business Information Systems or related field.
• At least 3-5 years of relevant experience in ATM/CDM support, self-service channels, infrastructure support, switch operations or banking technology operations.
• Working knowledge of ATM monitoring tools, terminal support environments, vendor support processes and IT incident management practices.
• Exposure to cybersecurity controls, change management, audit follow-up and technology risk management within a banking environment.
• Knowledge of ATM/CDM device architecture, patching practices and self-service channel support processes is an added advantage.

Skills & Competencies:

• Strong understanding of ATM/CDM/Smart ATM operations, support workflows and transaction channel dependencies.
• Good troubleshooting and analytical skills, including the ability to interpret alerts, logs and incident patterns.
• Sound understanding of operational controls, maker-checker requirements, segregation of duties and audit discipline.
• Good coordination skills for working with vendors, branches, Information Security, infrastructure teams and management.
• Good documentation, reporting and follow-up skills with attention to detail and service quality.
• Ability to work under pressure and support critical incidents or implementation activities outside normal business hours when required.

go to method of application »

Job purpose:

To support, monitor, maintain and continuously improve the Bank’s digital platforms and related support systems, ensuring high availability, secure operations, timely incident resolution, proper user administration, effective change implementation and a smooth customer experience across mobile banking, internet banking, alerts, authentication and related self-service channels.

Key responsibilities:

Digital Banking Application Support

• Support day-to-day operations of the Bank’s digital channels including internet banking, mobile banking and associated self-service systems.
• Monitor system availability, services, interfaces and performance of digital support applications.
• Troubleshoot application, front-end and user-related issues and restore service within agreed timelines.
• Support customers and internal users on operational and system-related issues affecting digital channels.
• Escalate defects, incidents and product bugs to vendors or support teams and follow through to closure.

User Administration and Access Support

• Manage user logins and access administration for UAT and live environments in line with approved procedures.
• Create, maintain, modify and disable users based on approved requests and control procedures.
• Support secure user access administration for digital channels, alerts systems and RSA environments.
• Assist in periodic user access reviews and cleanup of dormant or unnecessary access.

 Alerts and Notification System Support

• Support the alerts platform including customer statements, notifications and related system operations.
• Maintain bank and branch parameter codes within approved authority.
• Generate system reports, alerts-related outputs and audit reports as required.
• Perform front-end troubleshooting and basic customization within approved change procedures.

RSA / Authentication Platform Support

• Support end users on authentication-related issues.
• Perform user creation, maintenance and administration for RSA or related authentication systems.
• Conduct server housekeeping, backup and configuration support for authentication platforms.
• Support planned upgrades and maintenance of authentication servers and services.

 Patch, Release and Change Support

• Support UAT testing, patch validation and controlled deployment in UAT, DR and live environments.
• Test and deploy approved patches in coordination with application vendors and internal teams.
• Prepare business requirement inputs and support documentation for change management.
• Validate successful implementation and escalate post-release issues promptly.

Database, Backup and DR Support

• Support database maintenance, housekeeping and data extraction as authorized.
• Ensure backups are completed and storage is maintained for supported digital applications.
• Monitor and confirm data replication from primary data centre to disaster recovery site.
• Participate in DR readiness activities and application recovery validation.

Documentation, Reporting and Training

• Prepare and maintain customer manuals, user guides, SOPs and support documentation aligned to Bank policies and procedures.
• Generate support reports, audit evidence, issue logs and management information as required.
• Train end users on proper usage of supported systems and digital banking services.
• Maintain accurate records of incidents, changes, patches, user administration and recurring issues.

Audit, Compliance and Control

• Ensure compliance with Bank IT and IS policies, operational procedures and digital security controls.
• Maintain confidentiality, integrity and proper access handling of customer and system data.
• Handle internal and external audit observations relating to supported systems and ensure timely closure.
• Escalate security concerns, control weaknesses and unresolved risks to management.

Stakeholder and Vendor Coordination

• Work closely with Digital Banking, Customer Experience, Infrastructure, Application Support and other internal teams.
• Coordinate with external vendors, auditors and regulators where required for system support matters.
• Follow up vendor-raised tickets and ensure timely response and resolution.

Job Experience/Qualifications:

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

Skills & Competencies:

• Strong understanding of digital banking platforms, especially mobile and internet banking.
• Knowledge of system integrations, APIs and interfaces.
• Understanding of user access management and digital security controls.
• Ability to analyze system logs, incidents and performance reports.
• Good troubleshooting, documentation and user support skills.
• Good communication and stakeholder coordination ability.
• Ability to work under pressure and manage critical incidents effectively.