Background information about the job or company (e.g., role context, company overview)

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:

The Application Support role is responsible for providing ICT support to the Core Banking Systems and other Business systems. This includes offering technical assistance, analysis, and solutions to issues reported or escalated from the service desk. The role also involves performing Daily COB (Close of Business) activities across all Core Banking platforms as per documented procedures. The role applies incident and problem management processes to resolve incidents or provide appropriate workarounds for problems, while continuously seeking to improve support for the bank’s internal and external customers.

Responsibilities or duties:

• Execute all Daily COB (Close of Business) activities across the Core Banking Systems as per documented procedures.
• Provide 2nd Level Support and ensure the resolution of service incidents escalated to the Support Operations Team.
• Provide appropriate workarounds for incidents escalated as problems within the agreed SLA.
• Escalate problems and continuously engage with 3rd level and/or 3rd party support vendors to ensure timely resolution of all escalated system faults/bugs on the Core Banking and other Business Systems.
• Perform day-to-day administration duties across the Core Banking and Business systems platforms to ensure system stability and consistent levels of service delivery.
• Analyze, design, and generate various reports accurately and distribute them in an effective and timely manner.
• Monitor all applications with the latest patch, inclusive of all applicable tiers (e.g., Finacle three-tier architecture: Front End, Back End, and DB).
• Ensure adherence to IT audit standards and familiarize yourself with relevant comprehensive IT policies and procedures.
• Complete RCA (Root Cause Analysis) for each issue.
• Document any new process or any solution to be followed by the user.
• Ensure the average time taken to respond to helpdesk tickets is less than 30 minutes with closure of 90% of issues.
• Involvement in Project Monitoring, technical support, and closure.
• First level of support for DBA (Database Administrator).

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

• Bachelor’s degree in Information Technology, Computer Science, Business Information Systems or related field
• Knowledge of database management e.g SQL
• Understanding of operating systems (Windows/Linux) and basic networking concepts

Experience needed:

• 2-4 years’ experience in application support, IT support or systems administration

Any other provided details (e.g., benefits, work environment, team info, or additional notes):

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• Execute all Daily COB (Close of Business) activities across the Core Banking Systems as per documented procedures.
• Provide 2nd Level Support and ensure the resolution of service incidents escalated to the Support Operations Team.
• Provide appropriate workarounds for incidents escalated as problems within the agreed SLA.
• Escalate problems and continuously engage with 3rd level and/or 3rd party support vendors to ensure timely resolution of all escalated system faults/bugs on the Core Banking and other Business Systems.
• Perform day-to-day administration duties across the Core Banking and Business systems platforms to ensure system stability and consistent levels of service delivery.
• Analyze, design, and generate various reports accurately and distribute them in an effective and timely manner.
• Monitor all applications with the latest patch, inclusive of all applicable tiers (e.g., Finacle three-tier architecture: Front End, Back End, and DB).
• Ensure adherence to IT audit standards and familiarize yourself with relevant comprehensive IT policies and procedures.
• Complete RCA (Root Cause Analysis) for each issue.
• Document any new process or any solution to be followed by the user.
• Ensure the average time taken to respond to helpdesk tickets is less than 30 minutes with closure of 90% of issues.
• Involvement in Project Monitoring, technical support, and closure.
• First level of support for DBA (Database Administrator).

• SQL
• Windows Operating Systems
• Linux Operating Systems
• Basic Networking Concepts

• Bachelor’s degree in Information Technology, Computer Science, Business Information Systems or related field
• Knowledge of database management e.g SQL
• Understanding of operating systems (Windows/Linux) and basic networking concepts