Application Support Engineer L2 & L3

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.