Application Support Software Engineer - 2nd/3rd Line

GAC Group

Dubai

On-site

AED 180,000 - 240,000

Full time

14 days+

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Job summary

GAC Group is seeking a Software Engineer – Application Support to be based in Dubai. The role focuses on 2nd/3rd line support, debugging production issues, and collaborating with Development, Infrastructure, and Architecture teams to maintain availability and performance.

Ideal candidates will have 2+ years of production support in software development, strong C#/.NET skills, SQL Server expertise, and hands-on Azure experience. ITIL familiarity and Agile/DevOps exposure are advantageous.

Qualifications

Bachelor’s degree in CS or related field.
Strong knowledge of OOP, C#, REST APIs, .NET Core / .NET Framework, and DevExpress UI components.
Hands-on experience with MS SQL Server, complex queries, stored procedures, performance tuning, and troubleshooting (Azure SQL preferred).
Experience with Microsoft Azure, cloud-hosted applications and container-based solutions (e.g., Azure App Services, Azure Kubernetes Service).
2+ years of production support experience in application development, software engineering, or technical services.
Minimum 2+ years of hands-on experience in .NET Core application development.
Experience working on RDBMS and No-SQL databases.
Knowledge of Incident, Problem and Change management processes and a good understanding of ITIL best practices.
Previous experience developing and supporting financial solutions in the Supply chain, Shipping and Logistics domain is a plus.
Exposure to application Development, Integration, Testing and Release is a plus.
Knowledge of APM (Application Performance Monitoring) and related tool exposure will be an advantage.
Working knowledge of Agile and DevOps methodologies.

Responsibilities

Perform 2nd and 3rd line support activities for the application(s) in coordination with the Development Team and the Helpdesk.
Manage Incidents, Proactive Alerts, Change Requests, and Service Requests ensuring compliance to the enterprise architecture, production processes & framework and other Group standards.
Ensure incidents and requests are resolved/fulfilled within agreed Service Levels and provide workarounds to minimize business impact with timely escalations to the next level of support.
Ensure follow-ups with and updates to external and internal customers are done in a proactive, timely and professional manner.
Take part in application improvement projects and bugfixes in coordination with the development team to ensure the stability and performance of the application(s).
Produce and maintain clear documentation on application functionality and support procedures in the Knowledgebase.