Application Support Consultant - Banking

Syscort Technologies
Sharjah, Sharjah Emirate, United Arab Emirates
Salary not specified
Posted
Full-time
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Job Description

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. 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.

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Technology
United Arab Emirates
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