Application Support Engineer

Role Overview

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 successful candidate will provide first- and second-level application support, troubleshoot production issues, monitor system performance, and work closely with software developers, infrastructure teams, vendors, and business stakeholders to resolve incidents while maintaining high service availability.

This role is ideal for someone with experience supporting core banking systems, payment platforms, digital banking applications, or other mission-critical financial applications in a fast-paced banking or fintech environment.

Key Responsibilities

* Provide first and second-line support for business-critical applications.

* Monitor application health, availability, and performance using monitoring tools.

* Investigate, troubleshoot, and resolve production incidents within agreed SLAs.

* Escalate complex issues to development teams, infrastructure teams, or third-party vendors when necessary.

* Perform root cause analysis (RCA) for recurring incidents and recommend preventive measures.

* Support Core Banking Systems, Internet Banking, Mobile Banking, Payment Switches, and other enterprise applications.

* Monitor application logs and system alerts to proactively identify issues.

* Manage incident, problem, and service requests through ITSM tools.

* Coordinate application deployments, releases, and post-deployment validation.

* Support batch processing and end-of-day/end-of-month system operations.

* Maintain system documentation, knowledge base articles, and operational procedures.

* Ensure applications comply with security policies, regulatory requirements, and internal controls.

* Work closely with business users to understand issues and provide timely resolutions.

* Support disaster recovery activities and business continuity testing.

* Participate in scheduled maintenance and after-hours support when required.

* Prepare regular reports on system availability, incidents, recurring issues, and service performance.

Required Qualifications

* Bachelor’s degree in Computer Science, Information Technology, Software Engineering, Computer Engineering, or a related discipline.

* Minimum of 3–5 years of Application Support experience within a bank, fintech, financial institution, or enterprise environment.

* Experience supporting mission-critical applications in a production environment.

* Understanding of ITIL Incident, Problem, and Change Management processes.

* Experience working in a 24/7 support environment is an advantage.

Technical Skills

Candidates should possess experience in several of the following:

* SQL (Oracle, Microsoft SQL Server, PostgreSQL, or MySQL)

* Windows Server and/or Linux Administration

* Application Server Support (Apache Tomcat, IIS, WebLogic, WebSphere, JBoss)

* REST APIs and Web Services

* JSON and XML

* Database querying and troubleshooting

* Application monitoring tools (Zabbix, Grafana, Dynatrace, AppDynamics, Nagios, SolarWinds)

* Log analysis tools (Splunk, ELK Stack, Kibana)

* Batch processing and job scheduling

* Microsoft Azure or AWS (preferred)

* Git and deployment processes

* Networking fundamentals (TCP/IP, DNS, VPN, Firewalls)

* Shell scripting or PowerShell (preferred)

Banking & Financial Systems Experience

Experience supporting one or more of the following is highly desirable:

* Core Banking Applications

* Digital Banking Platforms

* Internet Banking

* Mobile Banking

* Payment Gateways

* Card Management Systems

* ATM & POS Switching

* NIBSS Services

* Financial Middleware

* Loan Management Systems

* Treasury Applications

* CRM Platforms

Core Competencies

* Strong analytical and troubleshooting skills

* Excellent problem-solving ability

* High attention to detail

* Customer-focused mindset

* Ability to work under pressure

* Excellent communication and stakeholder management skills

* Strong documentation skills

* Time management and prioritization

* Team collaboration

* Ownership and accountability

Key Performance Indicators (KPIs)

* Application availability of 99.9% or higher

* Incident resolution within agreed SLA targets

* Mean Time to Resolution (MTTR)

* First Contact Resolution (FCR) rate

* Reduction in recurring incidents

* Successful completion of scheduled deployments

* Zero critical production issues resulting from application support activities

* Timely completion of root cause analysis reports

* Compliance with ITIL processes and change management procedures

* User satisfaction score

Application Process

Qualified candidates should send their CV to hiring@strivolabs.com with the subject line: Application – Application Support Engineer

Only shortlisted candidates will be contacted.

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