Senior Card Application Support

Sundus; Sharjah; On-site; AED 268,000 - 402,000; Full time

Job summary

Sundus is seeking a Senior Card Application Support professional in Sharjah to provide frontline support for payment and acquiring applications. The role requires coordinating with vendors, managing tickets, and ensuring adherence to ITIL standards. English proficiency is essential.

Applicants should have 6–8 years in banking application support, a Bachelor’s degree, and strong problem-solving skills to resolve issues and improve service delivery.

Qualifications

• Bachelor's degree required.
• 6–8 years of experience in banking application support.
• Proficient in English.

Responsibilities

• 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.

Skills

Customer support

ITIL

Vendor coordination

Education

Bachelor's Degree

Tools

ServiceNow

Helpdesk systems

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.