Application Support Senior Officer at Equity Bank Kenya

Key Responsibilities:

1. Core Banking Application Support:

· Provide day-to-day operational support for the bank’s core banking system, ensuring high availability and optimal system performance during business hours and EOD cycles.

· Monitor core banking application health, transaction processing queues, and system logs continuously, identifying and resolving issues proactively before they impact business operations.

· Manage and support application user accounts, role assignments, and access permissions within the core banking system in accordance with the bank’s security and access control policies.

· Liaise with the core banking software vendor for escalated application issues, patch deployments, version upgrades, and technical support, ensuring timely resolution of open cases.

2. Application Support & Troubleshooting:

· Provide first-level troubleshooting for application errors, login issues, system slowness, and failed transactions.

· Offer immediate workarounds when possible and escalate unresolved issues to second-level or vendor support.

3. End of Day (EOD) Batch Processing:

· Execute and oversee the complete End of Day batch processing cycle for the core banking system, ensuring all EOD jobs are initiated, monitored, and completed successfully within defined processing windows.

· Follow and maintain EOD runbooks and checklists, verifying the successful completion of all mandatory batch steps including interest accrual, charges posting, account balancing, statement generation, and regulatory reporting feeds.

· Perform post-EOD validation checks to confirm the accuracy and completeness of processed data, reconciling key system outputs with expected results before authorizing system sign-off for the next business day.

4. Incident Management and Escalation:

· Act as the primary point of contact for all core banking application and EOD-related incidents, providing first and second-line support, triage, and rapid resolution to minimize business impact.

· Timely response and resolution of incidents, quality of support provided, accuracy in user management, adherence to SLAs, compliance with audit standards, and stability of daily operational activities.

· Follow defined incident management procedures, logging all incidents and service requests accurately in the ITSM platform, and escalating unresolved issues.

5. System Monitoring and Performance Management:

· Continuously monitor core banking application performance metrics, server resource utilization, database response times, and network connectivity to detect and address performance degradation proactively.

6. Change and Release Management:

· Review and assess core banking changes, patches, and upgrades, including EOD impact and verification requirements.

7. Backup, Recovery, and Business Continuity:

· Ensure that core banking application data and configuration backups are performed as scheduled, verifying successful completion and escalating failures to the database and infrastructure teams.

· Support the testing and execution of core banking disaster recovery (DR) procedures, participating in periodic DR drills.

Qualifications:

Education:

• Bachelor’s degree in computer science, Information Technology, Information Systems, or a related field.

Experience:

• Minimum of 2 years of experience in application support or IT operations.

Certifications (Preferred):

• Oracle Certified Associate (OCA) or Microsoft SQL Server certification for database awareness