Application Support Engineer

About the role

We are seeking a proactive and technically skilled Application Support Engineer to ensure the availability, stability, and optimal performance of critical banking applications and digital platforms. The role involves first‑ and second‑level support, incident resolution, and close collaboration with development, infrastructure, and business teams in a fast‑paced fintech environment.

Key responsibilities

• Provide first and second‑line support for business‑critical banking and payment applications.
• Monitor application health, availability and performance using monitoring tools.
• Investigate, troubleshoot and resolve production incidents within agreed SLAs.
• Escalate complex issues to development, infrastructure or third‑party vendors.
• Conduct root‑cause analysis for recurring incidents and recommend preventive actions.
• Support core banking, internet banking, mobile banking, payment switches and related enterprise applications.
• Manage incidents, problems and service requests through ITSM tools.
• Coordinate application deployments, releases and post‑deployment validation.
• Support batch processing and end‑of‑day/end‑of‑month operations.
• Maintain system documentation, knowledge‑base articles and operational procedures.
• Ensure compliance with security policies, regulatory requirements and internal controls.
• Participate in disaster‑recovery activities and business‑continuity testing.
• Provide after‑hours support and prepare regular availability and incident reports.

Required profile

• Bachelor’s degree in Computer Science, IT, Software Engineering or related field.
• 3–5 years of application support experience in a bank, fintech or large enterprise.
• Proven experience supporting mission‑critical applications in production.
• Understanding of ITIL Incident, Problem and Change Management processes.

Required skills

• Proficiency with ITSM tools for incident and request management.
• Experience using monitoring tools to track application performance.
• Knowledge of ITIL processes (Incident, Problem, Change Management).
• Familiarity with core banking, internet banking, mobile banking and payment switch platforms.