Senior Card Apps Support: ITIL & SLA Focus

Sundus Recruitment and Outsourcing Services, Abu Dhabi; Sharjah; On-site; AED 180,000 - 240,000; Full time

Job summary

Sundus Recruitment and Outsourcing Services, Abu Dhabi, is seeking a Senior Card Application Support professional for our Sharjah banking operations. The role requires 6–8 years of application support experience, a Bachelor’s degree, and English proficiency, with a focus on payment/acquiring applications.

You will provide first‑line support, manage requests in ServiceNow per ITIL, coordinate with vendors, monitor SLA performance, and report to management.

Qualifications

• 6–8 years of application support experience.
• Bachelor’s degree in a related field.
• English language proficiency required.
• Banking industry experience preferred.

Responsibilities

• Provide application support for payment/acquiring applications.
• Manage support requests promptly and efficiently.
• Guide business users with 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.

Education

Bachelor's Degree

Job description

Sundus Recruitment and Outsourcing Services, Abu Dhabi, is seeking a Senior Card Application Support professional for our Sharjah banking operations. The role requires 6–8 years of application support experience, a Bachelor’s degree, and English proficiency, with a focus on payment/acquiring applications.

You will provide first‑line support, manage requests in ServiceNow per ITIL, coordinate with vendors, monitor SLA performance, and report to management.