About the Role
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We are seeking an Application Support Engineer to oversee the day-to-day support of banking applications, ensuring seamless coordination with internal IT teams, managed service teams, and OEM/application vendors. This role includes responsibilities related to application support, incident and problem management, ITIL/ITSM processes, vendor/OEM coordination, and escalation management, all while ensuring SLA-driven resolutions 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.
- Collaborate 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 alignment with agreed SLAs.
- Perform incident triage, escalation, and stakeholder communication.
- Manage Problem Management, including addressing recurring incidents, conducting root-cause analysis, and driving corrective actions.
- Coordinate application-related Change and Release Management activities.
- Ensure proper recording and management of all incidents, problems, changes, and service requests 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 to ensure timely resolution and escalation where necessary.
- 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 comply with ITIL processes, banking controls, security policies, and audit requirements.
- Support production activities during critical business periods, including month-end/EOD processing as 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 in the Banking / Financial Services sector preferred.
- Good understanding of ITIL and IT Service Management (ITSM) principles.
- Proven experience in managing Incident, Problem, Change, and Service Request Management.
- Strong experience in vendor/OEM coordination and escalation management.
- Ability to effectively coordinate multiple engineering and technical teams.
- Solid understanding of application support and production environments.
- Experience with ITSM tools such as ServiceNow, BMC Remedy, Jira, or similar.
- Strong communication and stakeholder management skills.
- Demonstrated 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 in managing OEM contracts, support tickets, and maintenance activities.
