Support Engineer (L1/L2 | AI Platform)

NCO; Abu Dhabi; On-site; AED 150,000 - 210,000; Full time

Job summary

NCO in Abu Dhabi is seeking an experienced applications/platform support specialist to operate the P1-P4 incident and service request workflow, monitor health, and drive monthly SLA reporting.

You will handle escalations, perform runbook tasks (backups, patches, access reviews, log checks) and maintain clear bilingual communication with end users and admins.

Experience with AI or data platforms is a plus; Arabic language capability is highly advantageous for this role.

Qualifications

• 3+ years in application or platform support on enterprise systems.
• Experience supporting AI or data platforms is an advantage.
• Arabic support capability is a strong advantage.
• Incident and service request management processes.

Responsibilities

• Handle incidents and requests within P1-P4 targets.
• Monitor platform health, integrations, data refresh and agent performance dashboards.
• Execute operational runbooks: backups, patches, access reviews, log checks.
• Capture and escalate AI quality issues with evidence to the engineering team.
• Prepare monthly SLA and support reporting inputs.

Skills

Platform support

Incident management

ITSM tooling

Monitoring & diagnostics

Runbooks & backups

Bilingual communication

Tools

ITSM platform

Logging & monitoring tools

Job description

Operate the platform under the P1-P4 service levels: incident and service request handling, platform health monitoring, agent performance monitoring and monthly SLA reporting inputs, with shift coverage for critical incidents.

Key Responsibilities

• Handle incidents and requests within the P1-P4 response and resolution targets, including P1 shift coverage.
• Monitor platform health, integrations, data refresh and agent performance dashboards.
• Execute operational runbooks: backups, patches, access reviews, log checks.
• Capture and escalate AI quality issues with evidence to the engineering team.
• Prepare monthly SLA and support reporting inputs.

Requirements

• 3+ years in application or platform support on enterprise systems.
• Experience supporting AI or data platforms is an advantage.
• Arabic support capability is a strong advantage.
• Incident and service request management on an ITSM platform.
• Platform monitoring, log analysis and first-line diagnosis.
• Runbook execution: backup checks, patch windows, access reviews.
• Clear bilingual communication with end users and administrators.
• Escalation discipline with full context capture.