SADAD L1 & L2 Application Support | Esolutions | Riyadh, Saudi Arabia

Esolutions; Riyadh; On-site; SAR 180,000 - 240,000; Full time

Job summary

Esolutions in Riyadh is seeking an experienced SADAD L1/L2 Application Support Specialist with strong corporate banking product knowledge, payment gateway operations, and tier-1/2 support. You will own operational incident resolution, coordinate with engineering, infrastructure, and banking operations, and ensure strict adherence to SLAs while using Arabic and English effectively.

This on-site role requires 2–5 years' experience, familiarity with Elastic stack, ServiceNow/Jira, and a proactive

Qualifications

• 2–5 years of progressive L1/L2 application support experience in banking/fintech.
• Hands-on experience with corporate banking products, payment gateways, and SADAD operations.
• Proficient in transaction processing, workflow handling, and eChannel support.
• Arabic (written and spoken) and English communication required.

Responsibilities

• Provide expert L1/L2 support, monitoring, and incident resolution for SADAD gateways and banking products.
• Handle complex transaction processing workflows, payment routing, and log investigations.
• Utilize Elastic stack and enterprise service desk tools for real-time analysis and ticket triage.
• Collaborate with cross-functional teams and maintain runbooks and documentation.

Skills

L1/L2 application support

Corporate banking products

Arabic communication

English communication

Incident management

Log analysis

Education

Bachelor's degree in Computer Science / IT / Banking / Finance

Tools

Elastic stack

ServiceNow

Jira

SQL

Job description

Position Summary:

Esolutions is actively seeking an experienced, high-caliber, and technical SADAD L1 & L2 Application Support Specialist with a strong professional background in corporate banking products, payment gateway operations, and tier-1/tier-2 application support to join our client engineering and service desk team on a full-time permanent on-site basis in Riyadh, Saudi Arabia (with a preference for Jordanian and Lebanese nationals). In this critical banking application support and technical troubleshooting role, you will be responsible for administering, monitoring, and resolving complex technical incidents across SADAD payment systems and eChannel platforms. You will leverage your deep specialist expertise in transaction processing, workflow handling, service desk ticketing, and Arabic communication to deliver uncompromised system reliability, rapid incident remediation, and operational excellence. This opportunity offers competitive compensation, executive technical visibility, and exceptional career growth prospects within a premier global IT recruitment and digital consulting enterprise.

Detailed Job Description:

As a SADAD L1 & L2 Application Support Specialist supporting Esolutions in Riyadh, Saudi Arabia, you will take full operational, tactical, and technical ownership of corporate banking application support, payment gateway workflows, incident escalation management, and service desk telemetry across mission-critical financial systems. Your day-to-day responsibilities include providing expert L1 and L2 application support for SADAD payment gateways and corporate banking products, handling transaction processing workflows, resolving payment routing anomalies, executing root cause analysis, managing client escalations professionally, coordinating with cross-functional development, infrastructure, and banking operations squads in Agile sprint cycles, utilizing Elastic and enterprise service desk tools for log analysis, event monitoring, and ticket tracking, supporting eChannel operations, verifying transaction integrity, ensuring compliance with banking security standards, preparing comprehensive technical documentation of incident reports, resolution steps, and operational runbooks, and managing application requirements. You will utilize your proactive troubleshooting, analytical problem-solving skills, and bilingual proficiency (Arabic and English) to resolve complex financial system anomalies under strict service level agreements. Furthermore, you will manage application requirements ensuring strict compliance with the 2 to 5 years experience requirement, preferred nationalities (Jordanian & Lebanese), and Riyadh on-site presence.

Key Responsibilities

• Provide expert L1 and L2 application support, monitoring, and incident resolution for SADAD payment systems and corporate banking products.
• Handle complex transaction processing workflows, payment gateway routing, and error log investigations.
• Utilize Elastic stack and enterprise service desk tooling for real-time log analysis, telemetry monitoring, and ticket triage.
• Manage client escalations effectively, providing timely status updates and professional technical communication.
• Support eChannel operations, digital banking integrations, and transaction reconciliation workflows.
• Collaborate seamlessly with cross-functional software engineering, database administration, and banking operations squads.
• Ensure strict adherence to financial security baselines, compliance protocols, and operational uptime SLAs.
• Maintain accurate, comprehensive technical documentation of incident logs, troubleshooting steps, and operational runbooks.

Required Qualifications & Skills

• Bachelor's degree in Computer Science, Information Technology, Banking, Finance, or a related discipline.
• Minimum of 2 to 5 years of progressive professional experience in L1 and L2 application support within banking or financial technology.
• Strong, demonstrable hands-on professional expertise in corporate banking products, payment gateways, and SADAD operations.
• Comprehensive working knowledge and practical proficiency in transaction processing, workflow handling, and eChannel support.
• Deep practical experience utilizing Elastic stack and enterprise service desk platforms for log analysis and incident tracking.
• Solid practical experience in client escalation handling, root cause analysis, and technical troubleshooting under pressure.
• Exceptional analytical, troubleshooting, debugging, and problem-solving capabilities in high-stakes financial environments.
• Mandatory professional proficiency in Arabic speaking and writing skills, alongside strong technical English communication.
• Preferred nationalities: Jordanian and Lebanese nationals with legal work eligibility and physical availability for Riyadh, Saudi Arabia.

Nice-to-Have Skills

• Professional certifications such as ITIL Foundation, Certified ScrumMaster, or banking domain credentials.
• Prior professional working experience in top-tier regional commercial banks, fintech unicorns, or payment processing institutions across the Middle East.
• Hands-on familiarity with core banking systems, ISO 8583 messaging standards, and automated monitoring suites.
• Experience utilizing enterprise ITSM ticketing platforms (ServiceNow, Jira) and CI/CD deployment environments.
• Exposure to cloud-hosted financial applications (AWS, Azure) and database querying (SQL).

Application Information

• Recruiter: Esolutions Recruitment Division
• Contact Name: Rohit Kumar (Global IT Recruiter)
• Email: [e-mail]
• Phone: (none provided)
• Company Website: https://www.esolglobal.com
• Salary/Rate: Market Competitive / Enterprise Banking Package
• Deadline: Open until filled (Urgent Riyadh SADAD Support Opening)
• Notice Period: Immediate to 30 Days Preferred
• Contract Duration: Permanent / Full-Time On-Site Engagement (Riyadh, Saudi Arabia)

Recruitment Pro Tip

When applying for this SADAD L1 & L2 Application Support position through Esolutions, ensure your resume explicitly highlights your corporate banking and payment gateway portfolio, details your Elastic and service desk troubleshooting experience, and confirms your Arabic language proficiency and nationality.