Senior Card Application Support

• 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.