Application Support Engineer – Digital Banking

About the role

We are seeking an Application Support Engineer to join our digital banking team. The role focuses on maintaining and troubleshooting mobile banking applications and ensuring seamless service for our customers across Pakistan.

Key responsibilities

• Manage customer complaints and issues through CRM systems.
• Monitor and respond to daily production issues reported by various departments.
• Monitor and respond to mobile app reviews and customer feedback.
• Gather business requirements for new digital services and coordinate with mobile application vendors for implementation.
• Support digital transformation initiatives, including credit card limit adjustments and installment deferment services.
• Perform Level 1 application analysis and troubleshooting by reviewing application logs.
• Coordinate with internal teams and vendors to resolve application issues and ensure timely service restoration.

Required profile

• 4+ years of experience in application support, preferably in digital or retail banking.
• Hands‑on experience supporting mobile banking applications.
• Strong understanding of production support, incident management, and troubleshooting.
• Experience with CRM/complaints management and vendor coordination.
• Ability to analyze application logs and conduct initial root‑cause investigations.

Required skills

• CRM systems
• Mobile banking applications
• Application log analysis
• Incident management