Application Support Engineer L2 & L3

BlackStone eIT
Dubai
Workplace: OnsiteFull timeFunction: Product ManagementExperience: 5+ yearsEducation: bachelorsSkills: ["Client communication","Documentation","Incident ownership","Root-cause analysis"]

Provide L2/L3 operational support for applications in the approved service catalogue. Monitor availability and investigate incidents and service requests by analyzing logs, errors, integrations, and configurations. Coordinate resolutions across teams and vendors, support controlled releases and changes with validation/rollback evidence, and maintain runbooks, known errors, and ITSM-related documentation. Drive root-cause analysis, escalation handling, and separation of BAU support from enhancements via the approval process.

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FursaFursa
BlackStone eIT
BlackStone eIT
22 hours ago

Application Support Engineer L2 & L3

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 6 hours agoStatus: Live
Reposted: similar role first listed 2 weeks ago

Job Summary

Provide L2/L3 operational support for applications in the approved service catalogue. Monitor availability and investigate incidents and service requests by analyzing logs, errors, integrations, and configurations. Coordinate resolutions across teams and vendors, support controlled releases and changes with validation/rollback evidence, and maintain runbooks, known errors, and ITSM-related documentation. Drive root-cause analysis, escalation handling, and separation of BAU support from enhancements via the approval process.
Location: Dubai
Workplace: Onsite
Employment Type: Full time
Job Function: Product Management
Seniority: Mid level

Key Responsibilities

  • •Monitor application availability and operational health; respond to incidents and service requests.
  • •Investigate application errors by reviewing logs, integrations, and configurations and coordinate resolution across teams.
  • •Provide L2/L3 support and manage escalations to vendors or development teams as needed.
  • •Support approved releases and configuration changes with deployment validation, UAT coordination, and production checks.
  • •Maintain runbooks and known-error records, conduct root-cause analysis, and recommend preventive/improvement actions.

Key Requirements

  • •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.
Experience:5+ yearsEnterprise applicationsGovernment applications
Education:Bachelor's
Skills:Client communicationDocumentationIncident ownershipRoot-cause analysis
Certifications:ITIL 4 Foundation
Languages:Arabic
Tech Stack:SQLApplication logsWeb servicesAPIsITSMUAT

Company Brief

BlackStone eIT
Provides IT consulting and managed services including cloud migration, cybersecurity, and infrastructure support for small and medium-sized businesses, focusing on customized enterprise IT solutions to improve reliability and operational efficiency.
Industry: Consulting
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