L1 Application Support Engineer بعقد في دبي
التخصص
تكنولوجيا المعلومات
نوع الدوام
عقد مؤقت
الخبرة
أي مستوى
الموقع
دبي
وصف الوظيفة
ResponsibilitiesProvide L1 application support for enterprise applications and business-critical systems during agreed support hours.Monitor application availability, health, performance, alerts, interfaces, APIs, integrations, and scheduled jobs.Receive, analyze, categorize, prioritize, and resolve incidents and service requests through the organization's ITSM platform.Perform initial troubleshooting using application logs, Windows/Event logs, SQL queries, API responses, browser developer tools, monitoring tools, and network connectivity checks.Analyze error messages, reproduce reported issues where possible, identify potential root causes, and perform appropriate first-level resolution.Perform basic SQL-based database validation, including checking application records, transaction status, and data-related issues.Troubleshoot basic REST APIs and web services, including HTTP status codes, request/response payloads, authentication failures, JSON, and XML.Follow established SOPs, Knowledge Base Articles (KBAs), runbooks, incident procedures, and escalation processes.Maintain ownership of assigned tickets and ensure incidents and service requests are resolved within agreed SLA/OLA timelines.Escalate unresolved or complex issues to L2/L3, development, infrastructure, DBA, integration, or OEM/vendor teams with complete troubleshooting details and supporting evidence.Support P1/P2 critical incidents, including initial validation, technical diagnosis, evidence collection, stakeholder communication, escalation, and post-resolution validation.Support application deployments, planned changes, maintenance activities, smoke testing, post-deployment validation, and rollback validation where required.Create and maintain knowledge articles, troubleshooting guides, support documentation, and operational runbooks.Identify recurring incidents, ticket trends, SLA breaches, and potential application problems and proactively highlight them to relevant teams.Provide regular updates to users and stakeholders and contribute to daily, weekly, and monthly service reporting.Maintain a customer-focused approach while managing multiple incidents and service requests, including shift/on-call support where required. Qualifications3–5 years of experience in Application Support, Production Support, or IT Operations.Hands-on experience supporting enterprise applications in a production environment.Strong knowledge of incident troubleshooting, application monitoring, log analysis, error analysis, and application health checks.Hands-on experience with ITSM/ticketing platforms such as ServiceNow, Ivanti Service Manager, ManageEngine ServiceDesk Plus, BMC Remedy, Jira Service Management, or similar tools.Good understanding of Incident Management, Service Request Management, Problem Management, Change Management, SLA Management, and Escalation Management.Basic to intermediate SQL skills, including SELECT, JOIN, WHERE, GROUP BY, and data validation queries.Working knowledge of SQL Server and/or Oracle, including tables, views, stored procedures, and transactions.Understanding of REST APIs, web services, HTTP/HTTPS, JSON, XML, and API request/response troubleshooting.Experience analyzing application and system logs, including Windows/Event logs.Working knowledge of Windows Server and Windows Desktop environments.Experience with application/system monitoring tools such as ManageEngine, Grafana, or Azure Monitor.Strong analytical and troubleshooting abilities with a structured approach to problem resolution.Excellent verbal and written communication skills with strong ticket documentation and stakeholder coordination abilities.Strong ownership, accountability, customer focus, and ability to prioritize multiple incidents and requests.Ability to remain calm and effective during critical/major incidents.Willingness to work in shifts/on-call support, where required.ITIL Foundation certification is preferred; Microsoft, Azure Fundamentals, SQL, or relevant application/vendor certifications are an advantage. Preferred SkillsExposure to .NET/.NET Core, Java, React/Angular, SharePoint, Microsoft Dynamics, Oracle EBS, CRM/ERP applications, API Gateways, Middleware, Azure, Microsoft 365, SFTP, Windows Services, IIS, or SSRS/reporting applications will be an advantage.
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