Digital Support Officer

• Reports to: Manager-Application Support
• Department: IT
• Grade: Junior Officer II
• Work Centre: Head Office, Nairobi

Job purpose:

To support, monitor and maintain the organization’s digital platforms, ensuring seamless functionality, high system availability, timely incident resolution and enhanced customer experience across digital channels such as mobile banking, internet banking and other self-service platforms.

Key responsibilities:

EBanking System (Internet Banking and Mobile Banking):

• End User Support and Maintenance
• Management of user logins on both UAT and LIVE environments
• Support the customers with any issue related to Operations
• Compliance with the IS/IT Policy set for the Bank
• Maintain integrity and confidentiality during data access of all system
• Maintenance of Database Backups and Storage
• Maintenance of Live Application Server and Services
• Ensuring that data replication from DC to DR is up to date.
• UAT testing and deployment of Patches in UAT and LIVE environments
• Front-end troubleshooting and Customization
• Escalation of product bugs to Finacle Tech-Online Support to resolve them
• Training end users on how to use the system
• Preparing Business Requirement Document for Change Management
• Creation of customer manuals in line with the internet banking for both retail and corporate and ensure that the manuals are well aligned to the bank policies and procedures.
• Database management and data extraction as and when required by various departments.
• Testing and deployment of the Monthly patches shared by Infosys.
• Handling audit observations whether internal or external.
• OpenShift UAT/LIVE/DR Environment maintenance.

Alerts System:

• Management of user logins on both UAT and LIVE environments
• Support the customers for any issue related to Operations
• Generation of Statements and Alerts for clients
• Front-end troubleshooting and Customization
• Maintenance of the bank and branch codes in the system
• End User Support and Maintenance
• User Creation and Maintenance
• Generation of reports and audit as and when required
• Database maintenance and housekeeping
• Escalation of product bugs to Support Team to resolve them

RSA System:

• End User Support and Maintenance
• User Creation and Maintenance
• Generation of reports and audit as and when required
• Database maintenance and housekeeping
• Escalation of product bugs to Support Team to resolve them
• Front-end troubleshooting and Customization of the system
• Upgradation of the server
• Server Housekeeping
• Server backup and configuration

Job Experience/Qualifications:

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

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

Working relationship:

• Internal relationships:  Digital Banking Team, Customer Experience team, IT infrastructure & Application support among others
• External relationships: Vendors, external auditors and regulator among others

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.