About the job
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This role focuses on providing application support for payment and acquiring applications within the banking industry. The selected candidate will be responsible for managing application support requests efficiently and delivering guidance and technical support to business users.
Responsibilities
- Provide application support for payment/acquiring applications.
- Manage application support requests in a timely and efficient manner.
- Work with business users to provide guidance and technical support for assigned applications.
- Develop a strong understanding of assigned applications, their functionality, and underlying business processes.
- Maintain accurate records of user calls, service requests, and incidents through ServiceNow/Helpdesk systems, adhering to ITIL standards.
- Proactively identify and resolve issues through root cause analysis, remediation, and user feedback.
- Coordinate with vendors to resolve support issues and track service requests.
- Monitor and respond to service tickets, incidents, and known errors within agreed timelines.
- Track and report vendor SLA performance.
- Support incident and change management processes, providing reports to management as required.
- Ensure assigned tasks and business requests are completed within agreed SLA and service timelines.
- Fulfil business requests from internal and external customers in a timely manner.
- Follow approved IT service management, security, and operational standards.
- Provide first-line support for assigned applications.
- Support ad-hoc application and IT requirements as assigned by management.
Requirements
- 6-8 years of experience in application support, specifically related to payment and acquiring applications.
- A Bachelor’s Degree in a relevant field.
- Strong command of the English language.
Benefits and Details
- Location: Sharjah.
- Industry: Banking.
