Banking App Support Engineer – ITIL & 24x7 Ops

SYSCORT FINTECH PRIVATE LIMITED; Sharjah; On-site; AED 100,000 - 160,000; Full time

Job summary

SYSCORT FINTECH PRIVATE LIMITED is seeking an Application Support Engineer to manage day‑to‑day support of banking applications in a fast‑paced environment in the UAE. You will coordinate with internal IT teams, OEMs and vendors to resolve incidents and maintain SLA-driven performance.

The role requires experience in IT operations and ITIL/ITSM, plus strong communication and stakeholder management skills to handle cross‑functional teams and complex banking applications.

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.

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 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.

Skills

Application Support

IT Operations

ITIL/ITSM

Incident Management

Problem Management

Vendor Coordination

Stakeholder Management

Communication

Escalation Management

Tools

ServiceNow

BMC Remedy

Jira

Job description

SYSCORT FINTECH PRIVATE LIMITED is seeking an Application Support Engineer to manage day‑to‑day support of banking applications in a fast‑paced environment in the UAE. You will coordinate with internal IT teams, OEMs and vendors to resolve incidents and maintain SLA-driven performance.

The role requires experience in IT operations and ITIL/ITSM, plus strong communication and stakeholder management skills to handle cross‑functional teams and complex banking applications.