- Location
- Dubai, Dubai, United Arab Emirates · published
- Type
- Full-time
- Department
- Engineering
- Source
- Workable
Description
We are seeking an experienced Application Support Engineer to provide L2/L3 support for enterprise applications. The role involves incident management, troubleshooting, application monitoring, user access administration, database support, and coordination with technical teams to ensure application availability and timely incident resolution.
### Key Responsibilities
- Receive, log, categorize, prioritize, and track application incidents and service requests.
- Provide L2/L3 troubleshooting for application availability, performance, access, and backend processing issues.
- Diagnose application defects, database errors, integration issues, and connectivity problems.
- Perform root cause analysis and coordinate corrective actions with development and infrastructure teams.
- Manage incidents and problems in accordance with agreed SLAs and ITIL practices.
- Administer user access, roles, and permissions through Active Directory or Microsoft Entra ID.
- Perform SQL queries and support database troubleshooting where required.
- Monitor application performance and analyze logs using appropriate monitoring tools.
- Maintain incident records, knowledge base articles, and technical documentation.
- Coordinate with software vendors and technical teams on escalated issues.
- Support audits through access logs, evidence collection, and compliance documentation.
- Communicate with end users in Arabic and English and provide guidance on application issues.