Senior Card Application Support

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 Service Now/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.