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- 5년 이상
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- 1시간 전
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Role Overview
Join BlackStone eIT as an Application Support Engineer, providing second and third-level support for enterprise applications, ensuring their availability and operational integrity within Dubai.
Primary Duties
- Continuously monitor application systems to ensure uptime and health, promptly handling incidents and service requests.
- Analyze and troubleshoot application errors by examining logs, integrations, and configurations, collaborating with cross-functional teams to resolve issues.
- Deliver L2 and L3 support, escalating matters to vendors or development teams when needed.
- Assist with release management including configuration updates, deployment validations, user acceptance testing coordination, and post-deployment reviews.
- Maintain and update documentation such as runbooks, known error databases, support protocols, and service catalogs.
- Perform root cause analyses and suggest improvements or preventative measures to reduce recurrence of problems.
- Manage production support access in compliance with security standards, segregations of duties, and change control policies.
- Identify enhancement or project requests and direct them through the prescribed approval workflow.
Qualifications and Experience
- At least 5 years of experience supporting enterprise-level applications.
- Proven expertise in troubleshooting at L2/L3 across web-based, enterprise, or government applications.
- Proficient in SQL querying, interpreting application logs, and understanding web services/APIs, with familiarity in release support and IT service management practices.
- ITIL 4 Foundation certification is preferred; other relevant vendor or platform accreditations advantageous.
- Excellent communication abilities for client interaction, thorough documentation, and strong ownership of incidents.
- Prior involvement with UAE government digital service support.
- Familiarity with TDRA-hosted software applications and associated access and deployment protocols.
- Arabic language skills essential for effective coordination with users and stakeholders.