Banking App Support Engineer – Incident & ITIL Lead

Syscort Technologies; Sharjah; On-site; AED 167,000 - 268,000; Full time

Job summary

Syscort Technologies in the United Arab Emirates seeks an Application Support Engineer to manage day-to-day support of banking applications and coordinate with IT teams, vendors and OEMs to resolve incidents.

The role focuses on incident and problem management, ITIL/ITSM processes, SLA-driven resolution, and ensuring smooth changes and releases. You will maintain documentation, reports, and participate in service reviews.

Qualifications

• 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.
• Good communication and stakeholder-management skills.
• Strong ownership, follow-up and escalation-management capabilities.

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.

Skills

Application Support

IT Operations

Service Management

ITIL

Incident Management

Problem Management

Change Management

Release Management

ITSM Tools

Vendor Coordination

Stakeholder Management

SQL Basics

APIs & Integration

Tools

ServiceNow

BMC Remedy

Jira

Job description

Syscort Technologies in the United Arab Emirates seeks an Application Support Engineer to manage day-to-day support of banking applications and coordinate with IT teams, vendors and OEMs to resolve incidents.

The role focuses on incident and problem management, ITIL/ITSM processes, SLA-driven resolution, and ensuring smooth changes and releases. You will maintain documentation, reports, and participate in service reviews.