IoT Application Support Engineer (L2 Enterprise IoT Applications)

LOCATION : Abu Dhabi

Experience: Minimum 5 years

Job Purpose

The Application Support Engineer will provide L2 technical and production support for business-critical enterprise applications. The role is responsible for maintaining application availability, stability, performance, and reliability by investigating incidents, resolving technical issues, and coordinating with development, infrastructure, database, security, and vendor teams.

The successful candidate must have hands-on experience in application troubleshooting, SQL, APIs, integrations, middleware, monitoring tools, and ITIL-based support processes.

Key Responsibilities

• Provide L2 technical and production support for enterprise applications.
• Investigate, diagnose, and resolve application incidents, service requests, performance issues, and production failures.
• Manage incidents and escalations from initial investigation through resolution within agreed SLAs.
• Analyse application logs, database records, API responses, integrations, and system behaviour to identify technical issues.
• Use SQL queries for troubleshooting, data validation, reconciliation, and incident investigation.
• Troubleshoot REST/SOAP APIs, web services, middleware, batch jobs, interfaces, and third-party integrations.
• Collaborate with development, QA, database, infrastructure, cloud, cybersecurity, and vendor teams to resolve complex issues.
• Escalate unresolved problems to L3 support or development teams with complete technical findings and supporting evidence.
• Participate in root-cause analysis for critical and recurring incidents and follow up on corrective and preventive actions.
• Monitor application availability, performance, interfaces, scheduled jobs, transactions, and overall system health.
• Proactively identify operational risks, performance bottlenecks, and recurring application issues.
• Support application releases, upgrades, patches, configuration changes, and production deployments.
• Perform smoke testing, release validation, regression checks, and post-deployment monitoring.
• Maintain troubleshooting guides, knowledge-base articles, support documentation, runbooks, and standard operating procedures.
• Ensure adherence to information security, access control, change management, and internal governance requirements.
• Communicate incident status, business impact, and resolution progress to technical and non-technical stakeholders.
• Provide guidance and knowledge transfer to junior support engineers and end-users.
• Participate in on-call rotations, planned maintenance activities, and after-hours production support when required.

Technical Requirements

• Strong hands-on experience in L2 application or production support.
• Good SQL skills for querying, troubleshooting, data validation, and reconciliation.
• Experience troubleshooting REST/SOAP APIs, web services, middleware, and application integrations.
• Ability to analyse application, server, database, and integration logs.
• Understanding of application architecture, databases, operating systems, networks, and infrastructure dependencies.
• Experience with monitoring or observability tools such as Splunk, Dynatrace, AppDynamics, ELK, Grafana, or equivalent.
• Familiarity with service management tools such as ServiceNow, Jira, BMC Remedy, or equivalent.
• Understanding of incident, problem, change, release, and service request management processes.
• Familiarity with cloud-based applications or platforms such as Microsoft Azure, AWS, or Oracle Cloud is preferred.
• Basic knowledge of scripting or automation using PowerShell, Python, Bash, or similar tools is advantageous.
• Familiarity with CI/CD pipelines, version control, and application deployment processes is preferred.

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Qualifications and Experience

• Bachelor's degree in Computer Science, Information Technology, Software Engineering, or a related discipline.
• Minimum five years of experience in application support, production support, or application operations.
• Proven experience supporting business-critical enterprise applications in a production environment.
• Experience managing incidents, conducting technical investigations, and supporting root-cause analysis.
• Experience working in an SLA-driven, ITIL-based service environment.
• ITIL or relevant technical certification is an advantage.

Core Competencies

• Strong analytical and troubleshooting skills.
• High level of ownership and accountability.
• Ability to manage multiple incidents and priorities effectively.
• Strong written and verbal communication skills.
• Ability to communicate effectively with users, technical teams, management, and vendors.
• Strong documentation and knowledge-transfer capabilities.
• Ability to remain calm and organised during critical production incidents.
• Ability to work independently and collaboratively in a fast-paced environment.