Role Overview
The Digital Support Officer at Prime Bank Kenya is responsible for supporting, monitoring, and maintaining the organization’s digital platforms. The primary goal is to ensure seamless functionality, high system availability, and timely incident resolution to enhance customer experience across digital channels such as mobile banking, internet banking, and other self-service platforms.
Key Responsibilities
E-Banking System (Internet Banking and Mobile Banking)
- End User Support: Provide technical maintenance and support for end users.
- Environment Management: Manage user logins on both UAT and LIVE environments.
- Operational Support: Assist customers with issues related to banking operations.
- Policy Compliance: Adhere to the Bank's IS/IT Policy and maintain data integrity and confidentiality.
- Server & Data Management: Maintain database backups, storage, and live application servers; ensure data replication from DC to DR is up to date.
- Testing & Deployment: Execute UAT testing and deploy patches (including Monthly patches shared by Infosys) in UAT and LIVE environments.
- Troubleshooting: Conduct front-end troubleshooting and customization; escalate product bugs to Finacle Tech-Online Support.
- Documentation & Training: Prepare Business Requirement Documents (BRD), create customer manuals for retail and corporate banking, and train end users.
- Audit & Maintenance: Handle internal/external audit observations and maintain OpenShift UAT/LIVE/DR environments.
Alerts System
- Manage user logins for UAT and LIVE environments and provide operational support.
- Generate statements and alerts for clients.
- Perform front-end troubleshooting and maintain bank and branch codes in the system.
- Manage user creation, maintenance, and database housekeeping.
- Escalate product bugs to the support team for resolution.
RSA System
- Manage user creation, maintenance, and end-user support.
- Generate audit reports as required.
- Handle server housekeeping, backups, configurations, and upgradation.
- Customize systems and troubleshoot front-end issues.
Qualifications and Experience
- Bachelor’s degree in Information Technology, Computer Science, Business Information Systems, or a related field.
- 2-4 years of experience in digital banking support, application support, or IT operations.
- Direct experience supporting mobile banking, internet banking, USSD, or payment 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 (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.
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.
