L2/L3 Engineer

Staff Connect Information Technology Consultants; Dubai; On-site; AED 120,000 - 180,000; Full time

Job summary

Staff Connect Information Technology Consultants in Dubai is seeking an L2/L3 Engineer to troubleshoot production issues, perform root-cause analysis, and ensure stability of critical applications and infrastructure. You will collaborate with L1, DevOps, and business teams to resolve complex issues and drive improvements.

The role requires strong troubleshooting, Linux/Unix or Windows administration, SQL databases, and experience with monitoring tools and ITSM systems like ServiceNow or Jira.

Qualifications

• Hands-on experience supporting production systems and resolving incidents.
• Strong troubleshooting and analytical skills across Linux/Windows and databases.
• Familiarity with logs, APIs, networking and performance monitoring.
• Experience with monitoring stacks and ITSM tools.
• Scripting skills in Shell, Python or PowerShell.

Responsibilities

• Provide L2/L3 production and infrastructure support.
• Monitor systems, investigate alerts, and respond to incidents within SLAs.
• Troubleshoot application, database, network, OS, and infrastructure issues.
• Perform root-cause analysis and create corrective actions.
• Handle P1/P2 incidents and participate in escalation.
• Deploy fixes and changes per change-management.
• Collaborate with dev/DevOps to resolve defects and performance issues.
• Automate repetitive tasks and maintain runbooks and docs.
• Participate in on-call/shift support as required.
• Identify opportunities to improve reliability and automation.

Skills

Linux/Unix administration

Windows administration

SQL & relational databases

Application logs, APIs, HTTP/HTTPS

Monitoring/logging tools

Splunk

ELK/Grafana/Prometheus

Dynatrace/AppDynamics

ITSM tools (ServiceNow, Jira)

Scripting (Shell, Python, PowerShell)

Git, CI/CD

Docker/Kubernetes

Cloud platforms (AWS/Azure/GCP)

Tools

Docker

Kubernetes

Git

Jira

ServiceNow

ELK

Prometheus

Grafana

Dynatrace

AppDynamics

Job description

Role & responsibilities

We are looking for an experienced L2/L3 Engineer responsible for troubleshooting production issues, performing root-cause analysis, resolving incidents, and ensuring the stability and availability of critical applications and infrastructure.

The engineer will work closely with L1 support, development, DevOps, infrastructure, and business teams to resolve complex technical issues and drive continuous improvement.

Key Responsibilities:

• Provide L2/L3 technical support for production applications and infrastructure.
• Monitor systems, investigate alerts, and respond to incidents within defined SLAs.
• Troubleshoot application, database, network, OS, and infrastructure issues.
• Perform log analysis and identify root causes of recurring incidents.
• Handle critical/P1/P2 incidents and participate in incident management and escalation.
• Perform RCA and create corrective/preventive action plans.
• Deploy application fixes, configuration changes, and patches following change-management processes.
• Work with development teams to troubleshoot application defects and performance issues.
• Monitor system health, availability, capacity, and performance.
• Automate repetitive operational and troubleshooting activities using scripting/tools.
• Maintain technical documentation, runbooks, knowledge articles, and operational procedures.
• Participate in on-call/shift support as required.
• Identify opportunities to improve system reliability, monitoring, automation, and operational efficiency.

Required Skills

• 57+ years of experience in production/application/infrastructure support.
• Strong troubleshooting and analytical skills.
• Good knowledge of Linux/Unix and/or Windows administration.
• Experience with SQL and relational databases.
• Strong understanding of application logs, APIs, HTTP/HTTPS, networking, and system performance.
• Experience with monitoring and logging tools such as Splunk, ELK, Grafana, Prometheus, Dynatrace, AppDynamics, or similar.
• Experience with ticketing and ITSM tools such as ServiceNow, Jira, or similar.
• Knowledge of incident, problem, and change management processes.
• Scripting experience in Shell, Python, PowerShell, or similar.
• Familiarity with Git, CI/CD, Docker/Kubernetes, and cloud platforms (AWS/Azure/GCP) is an advantage.

Preferred candidate profile

• SLA adherence and incident resolution time.
• Production availability and reliability.
• Reduction in recurring incidents.
• Quality and timeliness of RCA documentation.
• Automation and operational-efficiency improvements.
• Successful resolution of critical incidents.