Associate Payments Operations and ITSM Management

About the role

The role champions IT Service Management (ITSM) and payment business operations governance across cross‑functional domains, ensuring technology, operations, security and release functions meet delivery frameworks and SLAs.

Key responsibilities

• Oversee and enforce ITSM process compliance across Service Operations, Technology, Security and Release Management.
• Manage L1 & L2 business operations support, incident, service request, change and problem management according to defined SLAs.
• Supervise daily operations of the service desk, payment operations and monitoring teams, reviewing ticket backlog and quality of outputs.
• Measure and report performance of Service Operations, Technology, Security and Release functions, including vendor SLAs.
• Ensure SOPs are followed, updated and support onboarding, billing, production monitoring, batch operations and data load jobs.

Required profile

• Bachelor’s degree in IT, Computer Science or equivalent engineering experience.
• 8+ years of enterprise‑level application support and troubleshooting.
• 2+ years of experience with high‑availability banking or financial infrastructure solutions.
• Experience with central institutions, regulators or operators is a plus.

Required skills

• Deep expertise in ITIL or equivalent ITSM frameworks.
• Strong vendor governance and SLA auditing capabilities.
• Data analysis and auditing to produce executive‑ready compliance reports.
• Excellent cross‑functional negotiation and alignment skills.
• Hands‑on experience with Elastic Search, Grafana, Dynatrace, Jira and Atlassian tools.

What we offer

• Modern, flexible work environment.
• Dynamic team working towards UAE national objectives.
• Competitive compensation with annual bonus, child education allowance and eligible flight tickets.
• Comprehensive health insurance coverage.