Operational Support Engineer – L2/L3 | UITCO | Riyadh

uitco; Riyadh; On-site; SAR 180,000 - 300,000; Full time

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.

Skills

L2/L3 production support

Incident management

Root-cause analysis

Log analysis

Performance monitoring

ITIL processes

Cross-functional communication

Education

Bachelor’s degree in Computer Science, Information Technology, Software Engineering, or related discipline

Tools

Prometheus

Grafana

Datadog

New Relic

ELK stack

Job description

Position Summary

Driving platform stability, incident resolution, and continuous service availability in Riyadh, UITCO is actively seeking experienced Operational Support Engineers (L2/L3) for a permanent professional engagement. In this vital technical support role, you will ensure optimal system performance, resolve complex production incidents, and maintain high-availability IT infrastructures. Bringing strong L2/L3 production support experience and deep proficiency in root-cause analysis, you will empower corporate operations to achieve uncompromised uptime and operational excellence. This prestigious career opportunity offers competitive remuneration, high technical visibility, and exceptional professional growth within a premier technology solutions enterprise.

Detailed Job Description

As an Operational Support Engineer – L2/L3 supporting UITCO in Riyadh, Saudi Arabia, you will take full operational, tactical, and technical ownership of platform troubleshooting, incident management, and performance monitoring. Your day-to-day responsibilities include investigating complex application and platform failures, conducting rigorous root-cause analyses, monitoring service availability metrics, and implementing ITIL-aligned support workflows. You will collaborate closely with cross-functional software engineering, infrastructure, and DevOps squads in fast-paced operational environments while ensuring rapid incident resolution. Furthermore, you will manage application requirements by submitting your updated CV via direct email to [e-mail].

Key Responsibilities

• Provide expert L2/L3 production support and technical troubleshooting for complex enterprise applications and platforms.
• Manage incident lifecycles, problem tickets, and root-cause analyses (RCA) to resolve critical operational bottlenecks.
• Monitor system performance, resource utilization, and service availability metrics across production environments.
• Implement proactive monitoring strategies, alerting thresholds, and automated health-check mechanisms.
• Coordinate seamlessly with cross-functional software engineering, QA, and infrastructure operations squads.
• Ensure strict adherence to ITIL service management frameworks, SLA response times, and resolution targets.
• Document incident resolutions, troubleshooting runbooks, and operational knowledge base articles.
• Participate in on-call rotation schedules and emergency response efforts for high-priority production incidents.

Required Qualifications & Skills

• Bachelor’s degree in Computer Science, Information Technology, Software Engineering, or a related technical discipline.
• Minimum of 3+ years of progressive professional experience in L2/L3 production support and IT operations.
• Strong, demonstrable hands‑on professional expertise in application troubleshooting, log analysis, and platform diagnostics.
• Comprehensive working knowledge and practical proficiency in incident management, problem management, and root-cause analysis (RCA).
• Deep practical experience with enterprise monitoring, performance tuning, and service availability tracking.
• Solid practical grasp of ITIL service management frameworks and structured IT operational processes.
• Exceptional analytical, problem-solving, and cross-functional communication capabilities.
• Mandatory legal work eligibility and physical availability for professional operations in Riyadh.

Nice-to-Have Skills

• Professional certifications such as ITIL Foundation/Intermediate, AWS Certified SysOps Administrator, or CCNA.
• Prior professional working experience in top-tier technology consulting firms, managed service providers, or enterprise IT centers.
• Hands‑on familiarity with modern observability and APM platforms (Prometheus, Grafana, Datadog, New Relic, ELK stack).
• Experience utilizing agile project management methodologies and enterprise ticketing platforms (ServiceNow, Jira).
• Exposure to cloud-native architectures, containerization (Docker, Kubernetes), and CI/CD pipelines.

Application Information

• Recruiter: UITCO Recruitment Division
• Contact Name: Recruitment Team
• Email: [e-mail]
• Company Website: https://www.uitco.com.sa
• Salary/Rate: Market Competitive / Enterprise Riyadh IT Package
• Deadline: Open until filled (Urgent Riyadh Support Opening)
• Notice Period: Immediate to 30 Days Preferred
• Contract Duration: Permanent / Full-Time Engagement (Riyadh)

Recruitment Pro Tip

When applying for this Operational Support Engineer position through UITCO, ensure your resume explicitly highlights your root-cause analysis (RCA) portfolio, production support background, and ITIL process expertise.