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.