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.