L2 IT Application Support Specialist | Zero One Solutions | Qatar

Tech Junction Ltd; Qatar; On-site; QAR 78,000 - 89,000; Full time

Job summary

Zero One Solutions in Qatar is seeking an experienced L2 IT Application Support Specialist with 8+ years in IT and 4–5+ years in enterprise application support. You will own second-line incident triage, service request fulfillment, monitoring, and release verification in a fast-paced consulting environment.

The role requires ITIL/ITSM mastery, hands-on experience with ServiceNow/SMAX/ManageEngine, SQL basics, and immediate availability in Qatar to deploy on an 8-month contract.

Qualifications

• 8+ years of total IT experience in enterprise environments.
• 4–5+ years in Enterprise Application Support and production operations.
• Strong ITIL/ITSM practices knowledge.
• Hands-on with ServiceNow, SMAX, and ManageEngine.
• Must be currently in Qatar and available for immediate onboarding.

Responsibilities

• Provide L2 application support and incident management for enterprise systems.
• Monitor application performance and diagnose operational issues.
• Manage incidents and service requests per ITIL ITSM frameworks.
• Perform basic SQL queries for data diagnostics.
• Support UAT, release verification, and change management.
• Collaborate with IT operations, software engineering, and business units in Qatar.
• Document RCA, troubleshooting steps, and KB articles.
• Assist with upgrades, patches, and health checks.
• Ensure SLA, security baselines, and quality standards on the contract.

Skills

Incident & Service Request Management

ITIL / ITSM

ServiceNow / SMAX / ManageEngine

Application monitoring

SQL basics

Education

Bachelor’s degree in IT or related

Tools

ServiceNow

SMAX

ManageEngine

Job description

Position Summary:

Zero One Solutions is seeking an experienced, highly technical, and accomplished L2 IT Application Support Specialist with 8+ years of total IT experience and 4 to 5+ years of dedicated enterprise application support background to join our client engagement team on an 8-month contract basis in Qatar (candidates must be currently available in Qatar). In this specialized IT service management and application support role, you will spearhead managing critical incident lifecycles, resolving complex service requests, monitoring enterprise applications, and ensuring uncompromising production stability. You will work closely with enterprise IT service desks, software engineering squads, and business stakeholders to maintain seamless ITIL-aligned operations. Ideal candidates bring a robust academic degree in IT or computer science, deep practical mastery of ITSM platforms like ServiceNow, SMAX, or ManageEngine, and immediate availability for deployment in Qatar.

Detailed Job Description:

As an L2 IT Application Support Specialist at Zero One Solutions in Qatar, you will take full ownership of second-line application support, incident triage, service request fulfillment, application monitoring, and release verification. Your day-to-day responsibilities encompass troubleshooting enterprise software exceptions, analyzing production logs, executing SQL queries for database diagnostics, managing UAT cycles, and supporting change management workflows. You will collaborate proactively with cross-functional IT operations squads to resolve outages, enforce ITIL service management standards, and maintain comprehensive incident documentation. Working in a fast-paced technology consulting environment in Qatar, you will drive operational excellence, system reliability, and service level agreement (SLA) compliance.

Key Responsibilities:

• Provide expert L2 IT application support, incident management, and service request fulfillment for enterprise software systems.
• Monitor enterprise application performance, diagnose operational anomalies, and execute rapid troubleshooting protocols.
• Manage incident lifecycles and service requests adhering strictly to ITIL / IT Service Management (ITSM) frameworks.
• Utilize enterprise ITSM tools including ServiceNow, SMAX, ManageEngine, or equivalent ticketing systems.
• Execute basic SQL queries and database investigations to troubleshoot application data integrity and transaction flows.
• Participate in User Acceptance Testing (UAT), release verification, and structured change management coordination.
• Collaborate proactively with software engineering squads, infrastructure teams, and business unit stakeholders in Qatar.
• Document troubleshooting steps, root cause analysis (RCA) reports, and knowledge base articles for recurring issues.
• Support routine application upgrades, patch deployments, and pre/post-implementation health checks.
• Ensure strict adherence to service level agreements (SLAs), operational security baselines, and quality standards throughout the 8-month contract.

Required Qualifications & Skills:

• Bachelor’s degree in Information Technology, Computer Science, Software Engineering, or a related technical discipline.
• Minimum 8+ years of total professional working experience in Information Technology and enterprise environments.
• Minimum 4 to 5+ years of dedicated professional experience in Enterprise Application Support and production operations.
• Strong operational mastery of Incident & Service Request Management methodologies.
• Solid understanding and practical implementation experience with ITIL / IT Service Management (ITSM) best practices.
• Hands-on configuration and support experience with enterprise ITSM tools (ServiceNow, SMAX, ManageEngine).
• Proven proficiency in application monitoring, error log analysis, and root-cause troubleshooting.
• Mandatory current physical availability in Qatar for immediate onboarding (Application email: [e-mail]).

Nice-to-Have Skills:

• Professional certifications such as ITIL Foundation, ITIL Managing Professional, ServiceNow Certified System Administrator (CSA), or equivalent.
• Working knowledge of SQL for database querying and data validation.
• Prior working experience supporting enterprise applications in financial, government, or telecommunications sectors in the GCC.
• Experience coordinating UAT testing cycles and enterprise change advisory boards (CAB).
• Bilingual proficiency in Arabic and English.

Application Information:

• Recruiter: Zero One Solutions Recruitment Practice
• Contact Name: Anj F. (Recruitment Specialist)
• Email: [e-mail]
• Phone: Unspecified
• Application URL: Unspecified
• Salary/Rate: 7,000 QR per month (inclusive package)
• Deadline: Open until filled
• Notice Period: Immediate availability in Qatar preferred
• Contract Duration: 8 Months Contract / Onsite (Qatar)

Recruitment Pro Tip:

When applying for L2 application support roles in Qatar, ensure your resume explicitly highlights your ITSM tool proficiency, ITIL framework experience, and local availability status.