Application Support Engineer Level 2 And Level 3

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 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.

See also