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BlackStone eIT

Application Support Engineer L2 & L3

BlackStone eIT Al Ain, Abu Dhabi Emirate, United Arab Emirates

IT Services and IT Consulting · 1,001-5,000 employees

8 h ago
support-engineer Senior (5-10 yrs) Full-time United Arab Emirates
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About the role

The role involves providing L2/L3 operational support for applications, including monitoring health, investigating errors, and coordinating resolutions across teams. It also requires managing releases, maintaining documentation, and conducting root-cause analysis to ensure service stability.

What they look for

Application Support L2 Support L3 Support SQL Incident Management Troubleshooting Web Services APIs ITSM ITIL 4 Root Cause Analysis Runbook Maintenance Release Support Configuration Management Communication Documentation

Requirements

Candidates must have at least 5 years of enterprise application support experience with strong troubleshooting skills across web and enterprise platforms. Proficiency in SQL, APIs, and ITSM processes is required, with ITIL 4 certification and experience in UAE government digital services preferred.

Full description

Provide L2/L3 operational support for applications within the confirmed service catalogue. The role coordinates with business users, technical teams and product vendors to restore service and support controlled releases, without assuming ownership of business content or unapproved development scope.

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.

Preferred Profile•     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.

Expected Contribution•     Application incidents are owned through resolution and managed against the confirmed SLA.

•     Releases and changes are supported with clear readiness, validation and rollback evidence.

•     Recurring problems are documented and reduced through corrective action.

•     Enhancement requests are separated from BAU support and governed appropriately.

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