Application Support – Enterprise Loyalty

Dicetek LLC; Abu Dhabi; On-site; AED 250,000 - 380,000; Full time

Job summary

Dicetek LLC seeks an experienced Support Resource to provide L1/L2/L3 technical support for a Banking Loyalty system. You will troubleshoot the loyalty portal and database, coordinate with business and technical teams, and ensure timely incident resolution and production support.

Strong SQL/PL/SQL, DotNet and REST API skills are essential. Ideal candidates bring 10+ years in banking tech, a CS degree, and experience with SSIS, ETL, and 24x7 operations.

Qualifications

• 10+ years of technology experience in banking; loyalty platform experience is a plus.
• Strong skills in SQL, PL/SQL, SSIS, DotNet and REST API.
• Awareness of market trends, fintech products and business models.
• Team player with analytical mindset; capable of handling multiple agile squads.
• Experience with monitoring solutions (e.g., AppDynamics) and production support.

Responsibilities

• Troubleshoot and diagnose Loyalty application portal and database issues.
• Provide technical and application support to teams and stakeholders.
• Coordinate activities among business and technical groups.
• Follow release management processes for all deployments.
• Ensure performance standards and KPIs are met.
• Support 24x7 systems and incident management.

Skills

SQL

PL/SQL

DotNet

REST API

SSIS

SQL Server

Jira

Visio

Cloud native

Data analysis

Education

Bachelor's degree in Computer Science

Tools

Jira

Visio

Job description

The Support Resource to provide L1 technical support to the Bank s Loyalty system and resolving the technical issues The Support role must coordinate with all internal stakeholder and Loyalty Vendor for L2 L3 support in resolving the incidents and Service requests within the SLA time New resource should possess good technicalknowledge on SQL PL SQL DotNet and Rest API

Key Responsibilities

• Troubleshoot and diagnose issues related to Loyalty application portal and Database
• Provide the required technical and application support to the teams
• Communicate and document the support issues and escalat
• Coordinate activities among different business and technical groups
• Carry out assignments individually or as part of a team applying knowledge skills and experience
• Demonstrate an understanding of the technical issues raised and propose viable solutions within the acceptable scope
• Work with business users IT businesses technical support teams and vendors monitor and report on the progress of required tasks and maintain an emphasis on the early identification and rectification of problems
• Provide customer service to increase the current customer satisfaction levels
• Maintain documentation of existing systems and processes
• Conform to IT and bank policy and procedures
• Follow strictly release management process for all NON-Prod and Production deployments
• Ensure performance standards and assigned KPIs are met
• Performs at par or above the enterprise s Information Technology performance standards
• Strives to learn the job functions of the position s immediate superior as well as peer-level positionswith whom the individual interacts
• It is the responsibility of the individual to be prepared fortemporary re-assignment and or promotion due to extended illness personal emergency or business necessity
• Fulfils departmental requirements in terms of providing work coverage and administrative notification during periods of personnel illness or vacation
• Strong knowledge of SQL and PL/SQL for data analysis, troubleshooting, and query optimization.
• Good understanding of .NET applications and related technologies.
• Experience working with REST APIs, including testing, troubleshooting, and integration support.
• Familiarity with application logs, batch processes, and production support activities.
• Understanding incident management, service request handling, and SLA-driven support environments.
• Hands-on experience with SQL Server Integration Services (SSIS), including monitoring, troubleshooting, and support of ETL packages, data loads, and scheduled jobs.
• Knowledge of Microsoft SQL Server, batch processing, and database support activities.
• Familiarity with application logs, job schedulers, and production support processes.

Key Requirements

• At least 10+ years of technology experience in banking with experience in LOYALTY Rewards Platform will be an advantage.
• Good technical skills on SQL, PL/SQL, SSIS, DotNet and RestAPI.
• Be highly aware of market trends, new technologies, new Fintech products, and business models.
• Be a good team player and self-motivated with strong analytical mindset plus able to manage multiple agile squads.
• Deep understanding on non-functional requirements and experience using monitoring solutions such as AppDynamics.
• Strong team building and people management skills are a must.
• Experience in both waterfall and agile methodologies.
• Excellent presentation, analytical and articulation skills.
• Experience in supporting 24x7 systems is a must.
• Domain knowledge in ENTERPRISE LOYALTY services is a must.
• A University degree in Computer Science and/or equivalent experience.
• Must be confident, eager, and willing to take on new challenges.
• Must be co-operative with good interpersonal, negotiation and conflict resolution skills.
• Proficiency in Visio and Jira a must.
• Sufficient level of technical background to provide support.
• Capability to develop technical solutions to complex business problems from Proof-of-Concept (POC) to development, testing, production implementation and support.
• Knowledge on cloud native services and its effective usage.
• SkillsSQLPL/SQLDotNet