Operational Support Engineer L2/L3 - Incident & RCA Expert

uitco

Riyadh

On-site

SAR 180,000 - 300,000

Full time

8 days ago

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Job summary

UITCO in Riyadh, Saudi Arabia is seeking an Operational Support Engineer at L2/L3 level to drive platform stability, incident resolution, and continuous service availability. You will own troubleshooting, incident management, and performance monitoring while collaborating with cross-functional teams to ensure rapid resolutions and uptime.

The role demands 3+ years in L2/L3 production support, strong RCA skills, and ITIL-aligned workflows, with eligibility to work in Riyadh.

Qualifications

Progressive professional experience in L2/L3 production support and IT operations.
Hands-on expertise in application troubleshooting and platform diagnostics.
Experience with incident, problem management, and RCA.
Experience with enterprise monitoring and service availability tracking.
Familiarity with ITIL service management.
Strong analytical and cross-functional communication.
Eligible to work legally and available in Riyadh.

Responsibilities

Provide expert L2/L3 production support and technical troubleshooting for complex enterprise applications.
Manage incident lifecycles and RCA to resolve operational bottlenecks.
Monitor system performance and service availability across production environments.
Implement proactive monitoring thresholds and health-check mechanisms.
Coordinate with software engineering, QA, and infrastructure operations.
Ensure ITIL-aligned service management and SLA targets.
Document resolutions and update runbooks and knowledge base.
Participate in on-call rotations and emergency response for high-priority incidents.