Application Support Engineer Level 2 And Level 3

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.