Application Support Engineer at Strivo Labs

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.