The Application Support Officer 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 Management
Monitor all applications for the latest patches across all applicable tiers (e.g., Finacle three-tier architecture: Front End, Back End, and DB).
Audit and Compliance
Ensure adherence to IT audit standards and familiarize yourself with relevant comprehensive IT policies and procedures.
Root Cause Analysis (RCA)
Provide a complete RCA for each issue encountered.
Documentation
Document any new processes or solutions to be followed by users.
IT Help Desk Management
Maintain an average response time to helpdesk tickets of less than 30 minutes with a closure rate of 90%.
Projects
Involvement in project monitoring, technical support, and closure.
Database Administration
Provide first-level support for DBA tasks.
Qualifications and Experience
Bachelor’s degree in Information Technology, Computer Science, Business Information Systems, or a 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.
How to Apply
Submit your CV, together with a Cover Letter (maximum 1 page), to jobs@primebank.co.ke by close of business on Monday 23rd March 2026.
How to Apply
Submit your CV, together with a Cover Letter (maximum 1 page), to jobs@primebank.co.ke by close of business on Monday 23rd March 2026.
