Application Support Engineer At Strivo Labs
full-time
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.
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.
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.