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Associate-Payments Operations and ITSM Management

Al Etihad Payments
Abu Dhabi, UAE
Full-time
Entry
Onsite
Discovered 1 months ago
IT service management (ITSM)ITIL or equivalent service management frameworksIncident managementService request managementChange and problem managementService desk operations

Full Job Posting

Role purpose

Champion IT service management and payment business operations governance and process compliance across cross-functional domains.

Ensure technology, operations, security, and release functions meet delivery frameworks and internal and vendor SLAs.

ITSM process governance

  • Enforce ITSM processes across service operations, technology, security, and release management.
  • Provide Level 1 and Level 2 business operations support.
  • Manage incidents against defined SLAs and track them in the service tool.
  • Manage service requests, change management, and problem management.

Business operations

  • Oversee daily service desk, payment operations, and service monitoring, including ticket backlogs, team utilization, and output quality.
  • Measure and report service operations, technology, security, and release management performance, including vendor SLAs.
  • Ensure standard operating procedures are followed, reviewed, and updated.

LFI and scheduled operations support

  • Support portal onboarding and new LFI onboarding.
  • Monitor billing, production, and alerts, and maintain business parameter configurations.
  • Monitor batches, perform root-cause and issue analysis, and ensure archival and data-load jobs run correctly.
  • Support LFIs and resolve their queries.

Education and experience

  • Bachelor’s degree in IT, Computer Science, or equivalent professional engineering experience.
  • 8+ years supporting, maintaining, and troubleshooting major enterprise applications.
  • 2+ years of direct experience with high-availability banking and financial infrastructure IT solutions.
  • Experience with central institutions, regulators, or operators is an added advantage.

Required skills

  • Deep technical expertise in ITIL or an equivalent service management framework.
  • Experience auditing third-party service providers and holding vendors accountable to strict SLAs.
  • Ability to turn complex operational logs into clear, executive-ready compliance data.
  • Strong negotiation skills to align standards across technical teams.
  • Hands-on experience with ElasticSearch, Grafana, Dynatrace, Jira, and Atlassian tools.

Employer offering

  • The employer describes a modern work environment with some flexibility and a dynamic team.
  • The compensation package includes an annual bonus and may include child education allowance and annual flight tickets where eligible.
  • Health insurance coverage is offered.

About Al Etihad Payments

Al Etihad Payments operates UAE retail payment infrastructure, standards, and solutions and works with licensed financial institutions and payment service providers.

The organization supports UAE objectives around cashless payments and digitization.

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