Prime Bank Ltd is one of the leading private banks in Kenya and was founded in 1992. Serving its customers for over 30 years, with a network of 23 branches, Prime Bank has the expertise to deliver flexible, efficient and personalized services.

Job 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.

Responsibilities or duties:

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 ATM/CDM/Smart ATM devices and supporting platforms.
• Work with Information Security, Infrastructure and vendors to remediate vulnerabilities, strengthen security baselines and respond to cybersecurity risks affecting self-service channels.
• Ensure changes, upgrades and security actions are implemented through approved change management processes and supported by evidence of testing and approval.

Access Management, Audit and Control Compliance

• Administer authorized user access to ATM/CDM support platforms in line with approved access management procedures, maker-checker requirements and segregation of duties controls.
• Track and implement audit, risk and regulatory action points relating to ATM/CDM channels and ensure no overdue issues remain under the role’s ownership.
• Maintain complete and accurate operational records including incident logs, maintenance reports, patch records, asset movement records, access changes and vendor service documentation.

Testing, Continuity and Stakeholder Support

• Participate in user acceptance testing, patch validation, controlled releases, disaster recovery drills and business continuity activities for ATM/CDM services.
• Provide day-to-day support and guidance to branch custodians and other stakeholders on ATM/CDM operational procedures, escalation paths and control requirements.
• Prepare weekly and monthly management reports covering channel availability, incident trends, maintenance status, inventory movement, audit items and security compliance.

Qualifications or requirements (e.g., education, skills)

Experience needed

At least 3-5 years of relevant experience in ATM/CDM support, self-service channels, infrastructure support, switch operations or banking technology operations.

Skills & Competencies:

• Strong understanding of ATM/CDM/Smart ATM operations, support workflows and transaction channel dependencies.
• Good troubleshooting and analytical skills, including the ability to interpret alerts, logs and incident patterns.
• Sound understanding of operational controls, maker-checker requirements, segregation of duties and audit discipline.
• Good coordination skills for working with vendors, branches, Information Security, infrastructure teams and management.
• Good documentation, reporting and follow-up skills with attention to detail and service quality.
• Ability to work under pressure and support critical incidents or implementation activities outside normal business hours when required.

• 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.
• 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.
• 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.
• Coordinate timely deployment of operating system patches, firmware updates, application upgrades, endpoint protection updates and other security fixes for ATM/CDM/Smart ATM devices and supporting platforms.
• Work with Information Security, Infrastructure and vendors to remediate vulnerabilities, strengthen security baselines and respond to cybersecurity risks affecting self-service channels.
• Ensure changes, upgrades and security actions are implemented through approved change management processes and supported by evidence of testing and approval.
• Administer authorized user access to ATM/CDM support platforms in line with approved access management procedures, maker-checker requirements and segregation of duties controls.
• Track and implement audit, risk and regulatory action points relating to ATM/CDM channels and ensure no overdue issues remain under the role’s ownership.
• Maintain complete and accurate operational records including incident logs, maintenance reports, patch records, asset movement records, access changes and vendor service documentation.
• Participate in user acceptance testing, patch validation, controlled releases, disaster recovery drills and business continuity activities for ATM/CDM services.
• Provide day-to-day support and guidance to branch custodians and other stakeholders on ATM/CDM operational procedures, escalation paths and control requirements.
• Prepare weekly and monthly management reports covering channel availability, incident trends, maintenance status, inventory movement, audit items and security compliance.

• Strong understanding of ATM/CDM/Smart ATM operations, support workflows and transaction channel dependencies.
• Good troubleshooting and analytical skills, including the ability to interpret alerts, logs and incident patterns.
• Sound understanding of operational controls, maker-checker requirements, segregation of duties and audit discipline.
• Good coordination skills for working with vendors, branches, Information Security, infrastructure teams and management.
• Good documentation, reporting and follow-up skills with attention to detail and service quality.
• Ability to work under pressure and support critical incidents or implementation activities outside normal business hours when required.

• Bachelor’s degree in Information Technology, Computer Science, Information Systems, Engineering, Business Information Systems or 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.