Senior Card Application Support

Sundus Gulf; Sharjah; On-site; AED 180,000 - 300,000; Full time

Job summary

Sundus Gulf is seeking a Senior Card Application Support professional in Sharjah to manage and provide first-line support for payment and acquiring applications. The role requires strong ITIL practices, hands-on ServiceNow experience, and collaboration with business users to guide technical solutions.

Ideal candidates possess 6–8 years in payments/applications support, a Bachelor’s degree, and fluent English—ready to ensure timely incident resolution and adherence to SLAs within a financial

Qualifications

• Bachelor's degree required.
• 6–8 years of experience in card/payments/applications support.
• English language proficiency is mandatory.

Responsibilities

• Provide application support for payment/acquiring applications.
• Manage support requests in a timely and efficient manner.
• Work with business users and provide guidance and technical support for assigned applications.
• Develop a strong understanding of applications, their functionality and business processes.
• Maintain accurate records of user calls, service requests and incidents per ITIL standards.
• Identify and resolve issues via root cause analysis and remediation.
• Coordinate with vendors to resolve issues and track service requests.
• Monitor and respond to service tickets, incidents and known errors within SLA timelines.
• Track and report vendor SLA performance.
• Support incident and change management processes and provide reports to management.
• Ensure tasks and business requests are completed within SLA timelines.
• Fulfill business requests from internal and external customers.

Skills

ITIL

ServiceNow

Vendor coordination

Root cause analysis

Incident management

First-line support

SLA tracking

Change management

Security awareness

Vendor management

Education

Bachelor's Degree

Tools

ServiceNow

Helpdesk software

Job description

Job Title: Senior Card Application Support

Job Code: JPC - 6418

Location: Sharjah

Experience: 6-8 year

Education: Bachelor s Degree

Industry: Banking

Language: English

JOB DESCRIPTION:

• Provide application support for payment/acquiring applications.
• Manage application support requests in a timely and efficient manner.
• Work with business users and provide guidance and technical support for assigned applications.
• Develop a strong understanding of assigned applications, their functionality, and business processes.
• Maintain accurate records of user calls, service requests, and incidents through ServiceNow/Helpdesk systems in line with 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 and provide reports to management.
• 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.