Application Support Consultant - Banking

About Syscort

Syscort Technologies is a global consulting and technology services company headquartered in the UAE, with expertise across MENA, APAC, UK, US, and Europe. The firm specializes in Treasury and Risk Consulting, Financial Transformation, Data and Analytics, AI and Automation, and Technology Consulting, helping clients optimize their operations and develop future-ready solutions.

Role Overview

The position seeks an Application Support Engineer to oversee daily operational support for banking software applications. The role involves collaborating with internal IT departments, service teams, and vendors to resolve application issues, manage incidents and problems, adhere to ITIL/ITSM processes, coordinate vendor relations, and guarantee SLA compliance during production problem resolution.

Primary Responsibilities

• Provide daily production support for banking applications.
• Monitor application health including availability, incidents, alerts, scheduled processes, and operational tasks.
• Liaise with IT, infrastructure, application engineering teams, and business stakeholders to resolve issues.
• Engage with OEMs, software vendors, and third-party providers to handle technical problems, bug fixes, patches, and support.
• Manage incident lifecycle ensuring resolution within agreed service levels.
• Handle incident triage, escalation procedures, and communication with stakeholders.
• Conduct problem management by analyzing recurring incidents, performing root cause analysis, and implementing corrective measures.
• Oversee Change and Release Management concerning applications.
• Ensure proper documentation and management of incidents, problems, changes, and service requests using ITSM platforms.
• Maintain application support related documentation such as SOPs, knowledge base articles, and escalation matrices.
• Coordinate with engineering teams for application upgrades, patches, fixes, and deployments.
• Track and manage vendor/OEM tickets ensuring timely escalation and resolution.
• Review open incidents, problems, vendor tickets, and SLA adherence regularly.
• Support application health checks and proactively identify operational risks.
• Prepare and present regular reports for service, incidents, SLAs, KPIs, and management updates.
• Participate in service review meetings including business stakeholders, IT teams, and vendors.
• Ensure compliance with ITIL frameworks, banking regulations, security policies, and audit standards.
• Support production operations during critical periods such as month-end or end-of-day processing.
• Manage major incident communication and escalation among stakeholders.

Required Qualifications & Experience

• Between 3 to 7 years of experience in application support, IT operations, or service management roles.
• Prior experience in banking or financial services sectors preferred.
• Strong knowledge of ITIL principles and IT Service Management.
• Proficient in managing Incident, Problem, Change, and Service Request workflows.
• Expertise in collaboration and escalation with vendors and OEMs.
• Ability to engage and coordinate multiple technical engineering teams.
• Understanding of production application support environments.
• Experience with ITSM tools such as ServiceNow, BMC Remedy, Jira, or equivalents.
• Excellent communication and stakeholder management skills.
• Demonstrated ownership, proactivity, and effective escalation management.

Desirable Skills

• ITIL certification is advantageous.
• Familiarity with banking systems like Core Banking, Payments, Cards, Digital Banking, Finance, or Treasury applications.
• Experience supporting critical banking applications operating 24/7.
• Basic technical knowledge of SQL, APIs, databases, middleware, and application integrations.
• Experience in handling OEM contracts, support tickets, and maintenance tasks.