Location
United Arab Emirates
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About the Job
Role Purpose: To provide first-level technical and functional support for Business Platform applications, ensuring system stability, timely issue resolution, and continuous service availability while building foundational expertise across core banking, digital channels, and platform ecosystems.
Key Accountabilities of the role
Application Support & Operations
- Monitor Business Platform applications to ensure availability and performance.
- Support incident troubleshooting and service request resolution (L1/L2) within defined SLAs.
- Provide L1 user support and troubleshooting, including working in shifts.
- Handle system support and ticket management to meet platform SLAs.
- Log, track, and follow up on issues using service management tools.
- Escalate critical issues to relevant technical teams.
Issue Analysis & Resolution
- Perform basic troubleshooting and root cause analysis for application issues.
- Support resolution of defects in coordination with development and vendor teams.
- Assist in maintaining known error databases and knowledge repositories.
Release & Change Support
- Support testing (SIT/UAT) activities for system enhancements and releases.
- Assist in deployment and post-release validation activities.
- Ensure proper documentation of changes and configurations.
Stakeholder Coordination
- Liaise with business users to understand issues and provide timely updates.
- Coordinate with internal teams (development, infrastructure, vendors) for resolution.
- Provide user support and guidance on system usage.
Documentation & Compliance
- Maintain operational documentation, SOPs, and support manuals.
- Ensure adherence to ITIL processes (Incident, Problem, Change Management).
- Support audit and compliance requirements when required.
Requirements
- Bachelor's degree in Computer Science, Information Technology, or Engineering.
- Basic understanding of banking applications / digital platforms (preferred).
- Basic knowledge of SQL / databases.
- Basic awareness of APIs and integrations.
- Familiarity with IT service management tools (e.g., ServiceNow).
