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.
Desired Candidate Profile
- Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.
- 5+ years of experience in application support, with a strong focus on financial services or card processing systems.
- Proven expertise in troubleshooting and supporting complex, high-volume transactional applications.
- Proficiency in SQL for data analysis and querying production databases.