Enterprise App L2 Support Engineer – Production Reliability

eMinds; Abu Dhabi Emirate; On-site; AED 201,000 - 312,000; Full time

Job summary

eMinds is seeking an Applications Support Engineer to provide L2 technical and production support for critical enterprise applications in Abu Dhabi. You will diagnose incidents, coordinate with development and infrastructure teams, and ensure high availability and performance.

The role requires strong SQL, API and integration troubleshooting, familiarity with monitoring tools, ITIL processes, and the ability to communicate clearly with technical and non‑technical stakeholders.

Qualifications

• Bachelor's degree in Computer Science, Information Technology, Software Engineering, or related field.
• Minimum five years of experience in application support, production support, or operations.
• Experience supporting business-critical enterprise applications in production environments.
• Experience managing incidents, investigations, and root-cause analysis.
• Experience in SLA-driven ITIL-based service environments.

Responsibilities

• Provide L2 technical and production support for enterprise applications.
• Investigate, diagnose, and resolve incidents, requests, performance issues, and production failures.
• Manage incidents and escalations from initial investigation through resolution within SLAs.
• Analyse logs, database records, API responses, integrations, and system behaviour to identify issues.
• Use SQL queries for troubleshooting, data validation, and reconciliation.
• Troubleshoot REST/SOAP APIs, web services, middleware, batch jobs, interfaces, and third‑party integrations.
• Collaborate with development, QA, database, infrastructure, cloud, cybersecurity, and vendor teams.
• Escalate unresolved problems with full technical findings to L3 or development teams.
• Participate in root‑cause analysis and follow-up actions.
• Monitor availability, performance, interfaces, and overall health.
• Identify operational risks, bottlenecks, and recurring issues.
• Support releases, upgrades, patches, and deployments.
• Perform smoke testing and post‑deployment monitoring.
• Maintain runbooks and knowledge bases.
• Ensure information security and change governance compliance.
• Communicate status and impact to stakeholders.
• Provide guidance and knowledge transfer to junior engineers.

Skills

L2 application support

SQL

APIs & integrations

Middleware & monitoring tools

ITIL processes

Troubleshooting & incident mgmt

Cloud platforms (Azure/AWS/Oracle)

Scripting (PowerShell/Python/Bash)

Education

Bachelors in CS/IT/SE

Tools

Splunk

Dynatrace

AppDynamics

ELK

Grafana

ServiceNow

Jira

BMC Remedy

Job description

eMinds is seeking an Applications Support Engineer to provide L2 technical and production support for critical enterprise applications in Abu Dhabi. You will diagnose incidents, coordinate with development and infrastructure teams, and ensure high availability and performance.

The role requires strong SQL, API and integration troubleshooting, familiarity with monitoring tools, ITIL processes, and the ability to communicate clearly with technical and non‑technical stakeholders.