Provide L2/L3 operational support for applications within the confirmed service catalogue. The role coordinates with business users, technical teams and product vendors to restore service and support controlled releases, without assuming ownership of business content or unapproved development scope.
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.
RequirementsMinimum 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.
Preferred Profile• 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.
Expected Contribution• Application incidents are owned through resolution and managed against the confirmed SLA.
• Releases and changes are supported with clear readiness, validation and rollback evidence.
• Recurring problems are documented and reduced through corrective action.
• Enhancement requests are separated from BAU support and governed appropriately.
Skills Required
- 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
- Strong client communication, documentation and incident-ownership skills
- ITIL 4 Foundation
- Relevant platform or vendor certifications
- 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
What We Do
We are a global team who's passionate about transformative enterprise solutions & intelligent design. Our solutions and designs are out to reshape the way people interact with technology. BlackStone eIT supplies innovative solutions to automate and digitally transform human and information intensive processes. We empower breakthrough business results with smarter workflows, augmented business intelligence with AI insights, and through real-time situational awareness which all drive better business outcomes. BlackStone offers a portfolio of next generation solutions, tools, and technologies to be used as a platform to transform traditional organizations into modern smart organizations. Our solutions are designed to dramatically reduce operating costs, increase competitiveness, mitigate risk, boost internal productivity, improve the customer and employee experience, and to make the previously impossible, possible
