L2 Infrastructure Support Engineer – Incident, Problem & Change

Tap Growth ai; Dubai; On-site; AED 120,000 - 200,000; Full time

Job summary

An innovative tech company based in Dubai is seeking a L2 Infrastructure Support Engineer specializing in incident, problem, and change management. The role involves providing quality assurance, performing root cause analysis, and managing vendor relationships. Suitable candidates should have over 6 years of IT operations experience and a university degree in a computer-related field. A CCIE certification is preferred alongside practical knowledge of ITSM tools. This is a full-time role requiring office attendance.

Qualifications

• 6+ years experience in IT operations.
• Hands-on experience in configuration and deployment of Cisco Unified Communication products.
• CCIE or equivalent certification is a plus.

Responsibilities

• Provide QA for L1 monitoring and serve as technical escalation.
• Perform root‑cause analysis and propose remediation actions.
• Implement changes per agreed change management process.

Skills

Incident Management

Problem Management

Change & Configuration Management

Vendor Management

Asset Management

Education

University degree in computer-related field

Tools

Cisco Unified Communication products

ITSM tools (e.g., Manage Engine)

Microsoft Word

Microsoft Excel

Microsoft Outlook

Microsoft PowerPoint

Adobe Acrobat

Job description

🌟 We're Hiring: L2 Infrastructure Support Engineer – Incident, Problem & Change! 🌟

Level-2 engineers are responsible for incident, problem, and change management functions in the NOC operations, and may work various shifts as required.

📍 Location

Dubai, United Arab Emirates

⏰ Work Mode

Work From Office

💼 Role

L2 Infrastructure Support Engineer – Incident, Problem & Change

Experience

6+ years

Salary

Best in the industry

What You’ll Do

• Incident Management: Provide QA for L1 monitoring (ticket building, process adherence, systems monitoring & SLA tracking); serve as technical escalation point for L1 analysts; follow documented escalation processes; offer advanced troubleshooting for platforms and drive issue/problem resolution; recommend process/procedure improvements.
• Problem Management: Perform root‑cause analysis of problems, propose and implement remediation actions; coordinate with L3/vendors for permanent fixes; implement fault fixes and patches.
• Change & Configuration Management: Implement changes per agreed change management process; activate/deactivate/provision service requests through Change Management; perform approved configuration changes during entity migrations; manage the change process; report on implemented changes.
• Asset Management: Maintain BOQ and licenses, perform asset & license management.
• Vendor Management: Manage relationships with vendors.

Qualifications & Skills

• University degree in a computer‑related field or equivalent education.
• Hands‑on experience in configuration and deployment of Cisco Unified Communication products.
• CCIE in Cisco Collaboration Technology or equivalent, or similar certification.
• Minimum six years of experience in IT operations with sound knowledge and experience using ITSM tools such as Manage Engine.
• Proficiency in software including Microsoft Word, Excel, Outlook, PowerPoint, and Adobe Acrobat.

Ready to take your career to the next level? 🚀 Apply now and be part of our dynamic team!