Application Support Engineer L2 & L3

About the role

Requirements

• Key Responsibilities
• • Monitor application availability and operational health and respond to incidents and service requests.
• • Investigate application errors, logs, integrations and configuration issues and coordinate resolution across teams.
• • Provide L2/L3 support and manage escalations to vendors or development teams where required.
• • Support approved releases, configuration changes, deployment validation, UAT coordination and production checks.
• • Maintain application runbooks, known-error records, support procedures and service catalogue information.
• • Conduct root-cause analysis and recommend preventive or improvement actions.
• • Coordinate access and production support in line with security, segregation-of-duties and change controls.
• • Identify requests that constitute enhancements or projects and route them through the agreed approval process.
• Minimum Experience and Qualifications
• • Minimum 5 years of enterprise application support experience.
• • Demonstrable L2/L3 troubleshooting experience across web, enterprise or government applications.
• • Working knowledge of SQL, application logs, web services/APIs, release support and ITSM processes.
• • ITIL 4 Foundation preferred; relevant platform or vendor certifications are an advantage.
• • Strong client communication, documentation and incident-ownership skills.
• • Previous experience supporting UAE government digital services.
• • Working knowledge of TDRA-hosted applications and related access or deployment processes.
• • Arabic language capability for user and stakeholder coordination.

Responsibilities

• Monitor application availability and operational health and respond to incidents and service requests.
• Investigate application errors, logs, integrations and configuration issues and coordinate resolution across teams.
• Provide L2/L3 support and manage escalations to vendors or development teams where required.
• Support approved releases, configuration changes, deployment validation, UAT coordination and production checks.
• Maintain application runbooks, known-error records, support procedures and service catalogue information.
• Conduct root-cause analysis and recommend preventive or improvement actions.
• Coordinate access and production support in line with security, segregation-of-duties and change controls.
• Identify requests that constitute enhancements or projects and route them through the agreed approval process.

Skills

• SQL
• application logs
• web services
• APIs
• ITSM processes
• ITIL
• incident management
• release support
• UAT coordination
• production support
• root-cause analysis
• change control
• vendor coordination
• TDRA-hosted applications
• security access provisioning