Production Support Engineer L1 — 24x7 Incident Response

Dicetek LLC; Abu Dhabi; On-site; AED 80,000 - 120,000; Full time

Job summary

A technology operations company in Abu Dhabi is seeking a detail-oriented Production Support Engineer (L1). You will monitor production systems, manage incidents, and perform troubleshooting. The ideal candidate should have 1–3 years in IT operations, strong communication skills, and familiarity with ticketing tools. This role requires working in rotational shifts, ensuring service delivery and operational excellence.

Qualifications

• 1–3 years of experience in Production Support or IT Operations.
• Working knowledge of Windows and Linux.
• Experience with ticketing tools like ServiceNow or JIRA.

Responsibilities

• Act as the first contact for production incidents.
• Log, categorize, and prioritize incidents in ServiceNow.
• Monitor system dashboards to detect interruptions.
• Perform basic troubleshooting of applications and APIs.
• Escalate unresolved issues to L2 or L3 teams.

Skills

Communication skills

Analytical skills

Problem-solving skills

ITIL processes understanding

Customer-oriented approach

Education

Bachelor’s degree in Computer Science or related field

Tools

ServiceNow

Remedy

JIRA

SQL

APIs

Job description

A technology operations company in Abu Dhabi is seeking a detail-oriented Production Support Engineer (L1). You will monitor production systems, manage incidents, and perform troubleshooting. The ideal candidate should have 1–3 years in IT operations, strong communication skills, and familiarity with ticketing tools. This role requires working in rotational shifts, ensuring service delivery and operational excellence.