Prime Bank Ltd is one of the leading private banks in Kenya. Founded in 1992, it has served customers for over 30 years with a network of 23 branches. The Bank seeks an ATM / CDM / Smart ATM Officer to support the secure, compliant, and efficient operation of its self-service channels.
Role 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 devices and supporting platforms.
Work with Information Security, Infrastructure, and vendors to remediate vulnerabilities, strengthen security baselines, and respond to cybersecurity risks.
Ensure changes, upgrades, and security actions are implemented through approved change management processes supported by evidence of testing.
Access Management, Audit and Control Compliance
Administer authorized user access to support platforms in line with maker-checker requirements and segregation of duties controls.
Track and implement audit, risk, and regulatory action points relating to ATM/CDM channels.
Maintain accurate operational records including incident logs, maintenance reports, and asset movement records.
Testing, Continuity and Stakeholder Support
Participate in user acceptance testing, patch validation, controlled releases, disaster recovery drills, and business continuity activities.
Provide day-to-day support and guidance to branch custodians on ATM/CDM operational procedures.
Prepare weekly and monthly management reports covering channel availability, incident trends, maintenance status, and security compliance.
Requirements and Qualifications
Bachelor’s degree in Information Technology, Computer Science, Information Systems, Engineering, Business Information Systems, or a 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 and support workflows.
Good troubleshooting and analytical skills (interpreting alerts, logs, and incident patterns).
Sound understanding of operational controls and maker-checker requirements.
Strong coordination skills for working with vendors and internal teams.
Good documentation, reporting, and follow-up skills with attention to detail.
Ability to work under pressure and support incidents outside normal business hours.
How to Apply
Submit your CV, together with a Cover Letter (maximum 1 page), to jobs@primebank.co.ke by close of business on Wednesday 8th April 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 Wednesday 8th April 2026.
