Role Summary

We are looking for an Application Support Engineer to manage day-to-day support of banking applications and coordinate with internal IT teams, managed service teams and OEM/application vendors.

The role will be responsible for application support, incident and problem management, ITIL/ITSM processes, vendor/OEM coordination, escalation management and ensuring SLA-driven resolution of production issues.

Key Responsibilities

• Manage day-to-day production application support for banking applications.
• Monitor application availability, incidents, alerts, scheduled jobs and operational activities.
• Coordinate with internal IT teams, infrastructure teams, application engineers and business users to resolve incidents.
• Coordinate with OEMs, application vendors and third-party service providers for technical issues, defects, patches and product support.
• Own and follow up on application incidents through to resolution in line with agreed SLAs.
• Perform incident triage, escalation and stakeholder communication.
• Manage Problem Management, including recurring incidents, root-cause analysis and corrective actions.
• Coordinate application-related Change and Release Management activities.
• Ensure all incidents, problems, changes and service requests are properly recorded and managed through the ITSM platform.
• Maintain application support documentation, SOPs, knowledge articles and escalation matrices.
• Coordinate with engineering teams for application upgrades, patches, fixes and deployments.
• Track vendor/OEM tickets and ensure timely resolution and escalation where required.
• Conduct regular reviews of open incidents, problems, vendor tickets and SLA performance.
• Support application health checks and proactively identify operational risks.
• Prepare regular service reports, incident reports, SLA/KPI reports and management updates.
• Participate in service review meetings with business stakeholders, IT teams and vendors.
• Ensure support activities follow ITIL processes, banking controls, security policies and audit requirements.
• Support production activities during critical business periods, including month-end/EOD processing where applicable.
• Coordinate major incidents and ensure appropriate communication and escalation to stakeholders.

Required Skills

• 3–7 years of experience in Application Support, IT Operations or Service Management.
• Experience working in Banking / Financial Services preferred.
• Good understanding of ITIL and IT Service Management (ITSM).
• Experience managing Incident, Problem, Change and Service Request Management.
• Strong experience in vendor/OEM coordination and escalation management.
• Ability to coordinate multiple engineering and technical teams.
• Good understanding of application support and production environments.
• Experience working with ITSM tools such as ServiceNow, BMC Remedy, Jira or similar.
• Good communication and stakeholder-management skills.
• Strong ownership, follow-up and escalation-management capabilities.

Good to Have

• ITIL certification.
• Experience with banking applications such as Core Banking, Payments, Cards, Digital Banking, Finance or Treasury.
• Experience managing critical banking applications in a 24×7 environment.
• Basic understanding of SQL, APIs, databases, middleware and application integrations.
• Experience managing OEM contracts, support tickets and maintenance activities.

About SYSCORT

Syscort is a global consulting and technology services firm based in the UAE, delivering business transformation solutions across MENA, APAC, UK, US, and Europe. We specialize in Treasury & Risk Consulting, Financial Transformation, Data & Analytics, AI & Automation, and Technology Consulting, helping organizations optimize operations, unlock insights, and build future-ready enterprises.