Application Support Engineer L2 & L3

Role Overview

Application Support Engineer L2 & L3 at BlackStone eIT. The role provides second and third-level technical support for enterprise applications, managing incidents, escalations, and operational excellence.

Role Purpose

To monitor application availability, investigate technical issues, coordinate resolutions across teams, and maintain service quality through proactive troubleshooting, root-cause analysis, and process improvement.

Key Responsibilities

Incident Management & Troubleshooting

• 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.
• Conduct root-cause analysis and recommend preventive or improvement actions.
• Provide L2/L3 support and manage escalations to vendors or development teams where required.

Release & Change Support

• Support approved releases, configuration changes, deployment validation, UAT coordination and production checks.
• 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.

Documentation & Knowledge Management

• Maintain application runbooks, known-error records, support procedures and service catalogue information.

Qualifications & Experience

• Minimum 5 years of enterprise application support experience.
• Demonstrable L2/L3 troubleshooting experience across web, enterprise or government applications.
• Previous experience supporting UAE government digital services.
• Working knowledge of TDRA-hosted applications and related access or deployment processes.

Skills & Competencies

• Working knowledge of SQL, application logs, web services/APIs, release support and ITSM processes.
• Strong client communication, documentation and incident-ownership skills.
• Arabic language capability for user and stakeholder coordination.
• ITIL 4 Foundation preferred; relevant platform or vendor certifications are an advantage.