Software Engineer – Application Support

Role Overview

Software Engineer – Application Support at GAC Group IT, based in Dubai.

Company Overview

GAC Group IT relies on IT systems to provide solutions that help users around the world. The Application Support function ensures availability and accessibility of applications according to agreed service levels and business priorities.

Role Purpose

Support production issues by debugging, troubleshooting, and fixing application problems to eliminate or minimize adverse impact on business operations for the GAC Group. Work closely with Infrastructure and Architecture & Development departments to build, configure, maintain, enhance, and eventually decommission applications and services through their life cycle.

Key Responsibilities

Incident & Request Management

• Perform 2nd and 3rd line support activities for applications in coordination with the Development Team and the Helpdesk.
• Manage Incidents, Proactive Alerts, Change Requests, and Service Requests ensuring compliance to enterprise architecture, production processes and framework, and other Group standards.
• Ensure incidents and requests are resolved or fulfilled within agreed Service Levels.
• Provide workarounds to minimize business impact where applicable.
• Escalate to the next level of support with timely notification for faster resolution.

Stakeholder Communication

• Ensure follow-ups with and updates to external and internal customers are done in a proactive, timely, and professional manner.

Application Improvement & Stability

• Take part in application improvement projects and bugfixes in coordination with the development team.
• Ensure the stability and performance of applications.

Documentation

• Produce and maintain clear documentation on application functionality and support procedures in the Knowledgebase.