Production Support Engineer L1 – Abu Dhabi, UAE

Location

Abu Dhabi, United Arab Emirates

Job Category

• Information Technology (IT) & Software
• Banking & Insurance
• Operations & Supply Chain

Job Overview

We are seeking a Production Support Engineer L1 for an immediate-joiner opportunity in Abu Dhabi, UAE. The position is suitable for professionals with 1–3 years of experience in production support, service desk operations, IT operations, or application support environments.

The successful candidate will provide Level 1 production support across a 24×7 rotational shift environment, with responsibilities covering incident management, application monitoring, troubleshooting, log analysis, API validation, and operational support. The role requires practical knowledge of Windows, Linux, SQL, basic JavaScript, and IT service management processes.

This position provides an opportunity for career growth in production support, application operations, IT service management, and enterprise technology environments. Candidates can further develop their expertise through professional development, ITIL certification, technical training, monitoring and observability technologies, and advanced application support skills.

Key Responsibilities

• Provide Level 1 production support in a 24×7 rotational shift environment.
• Monitor production applications, systems, services, and operational processes.
• Log, prioritize, investigate, and resolve incidents according to established procedures.
• Perform L1 troubleshooting and escalate complex technical issues to appropriate support teams.
• Analyze application and system logs to identify potential issues and operational abnormalities.
• Perform API validation and basic application-level troubleshooting.
• Support Windows and Linux-based environments.
• Use SQL for basic investigation, data validation, and troubleshooting activities.
• Perform basic JavaScript troubleshooting where required.
• Work with ServiceNow, Remedy, JIRA, or similar incident and service-management platforms.
• Follow ITIL processes and incident-management procedures.
• Monitor systems using observability and monitoring platforms such as Dynatrace, Grafana, or AppDynamics.
• Maintain accurate incident records and provide timely status updates.
• Coordinate with technical teams and stakeholders to ensure timely incident resolution.
• Demonstrate ownership and effective communication during production incidents.

Requirements & Qualifications

• 1–3 years of professional experience in production support, service desk, IT operations, or a related technical support role.
• Immediate availability to join.
• Experience working in a 24×7 rotational shift environment.
• Hands-on experience with incident logging, prioritization, monitoring, and L1 troubleshooting.
• Working knowledge of Windows and Linux operating systems.
• Working knowledge of SQL.
• Understanding of API validation and basic JavaScript.
• Experience with ServiceNow, Remedy, JIRA, or comparable service-management tools.
• Strong understanding of ITIL processes and incident management.
• Exposure to log analysis, monitoring, and observability tools such as Dynatrace, Grafana, or AppDynamics.
• Strong analytical and problem-solving abilities.
• Excellent communication and stakeholder-management skills.
• Strong sense of ownership and ability to work effectively under production-support conditions.
• Banking or financial systems experience is preferred.
• Relevant IT, software, or IT service-management certifications are an advantage.

Salary, Benefits & Career Growth

Salary and compensation details have not been provided for this position.

This opportunity provides exposure to enterprise production environments, incident management, application monitoring, ITIL processes, and modern observability technologies. The role can support career progression toward senior production support, application support, site reliability, IT operations, or service-management positions.

Professional development through ITIL certification, technical training, monitoring and observability tools, Linux, SQL, cloud technologies, and application-support practices can further strengthen long-term career opportunities.

Application Process

Application Process (Website)

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