Role Purpose
The Digital Support Officer is responsible for supporting, monitoring, maintaining, and continuously improving the Bank’s digital platforms and related support systems. The role ensures 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.
Qualifications and Experience
- 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.
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.
