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.

Digital Support Officer

Job purpose:

To support, monitor, maintain and continuously improve the Bank’s digital platforms and related support systems, ensuring 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.

Job Experience/Qualifications:

• 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.

• 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.
• 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.
• 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.
• 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.
• 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.
• 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.
• 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.
• 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.
• 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.

• 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.

• 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.