Open to Shift Work

About The Role

We're seeking a detail-oriented Production Support Engineer (L1) with strong communication and analytical skills to join our technology operations team in Abu Dhabi. The ideal candidate will monitor production systems, manage incidents, and perform first-level troubleshooting while working closely with L2 and L3 support teams to ensure uninterrupted service delivery. You'll play a crucial role in maintaining operational excellence, ensuring timely escalation of critical issues, and driving adherence to defined SLAs and service standards across all supported environments.

Key Responsibilities

Act as the first point of contact for production incidents received through email, chat, or ticketing tools
Log, categorize, and prioritize incidents and service requests in ServiceNow, Remedy, or JIRA
Monitor system dashboards, alerts, and shared mailboxes to detect service interruptions and performance degradation
Perform basic troubleshooting for applications, APIs, and backend services
Execute SQL queries to validate data and ensure accuracy in system transactions
Perform log analysis and Linux/Windows-level checks for incident validation
Escalate unresolved issues to appropriate L2 or L3 teams while ensuring clear and complete documentation
Maintain continuous communication with stakeholders on ticket progress and resolution timelines
Participate in rotational shifts (24×7) ensuring timely updates and smooth handovers
Maintain SOPs, known-error databases, and incident records for operational continuity

Required Skills & Experience

1–3 years of experience in Production Support, Service Desk, or IT Operations
Strong communication and problem-solving skills
Good understanding of ITIL processes (Incident, Problem, and Change Management)
Working knowledge of Windows and Linux operating systems
Familiarity with banking or financial systems (onboarding, payments, cards, loans) preferred
Experience in ticketing tools like ServiceNow, Remedy, or JIRA
Exposure to SQL, API validation, and JavaScript scripting
Ability to prioritize, multitask, and manage incidents effectively
Customer-oriented approach with strong accountability and ownership

Preferred Qualifications

Bachelor's degree in Computer Science, Information Technology, or related field
ITIL v4 Foundation certification preferred (not mandatory)
Exposure to monitoring and observability tools such as Dynatrace, Grafana, or AppDynamics
Willingness to work in rotational shifts, including weekends and public holidays
Strong desire to progress into L2 / L3 Production Support or Application Reliability roles
Self-driven, adaptable, and committed to maintaining operational stability in a fast-paced environment

Production Support Engineer (L1)

Job Type