Senior .NET Application Support Specialist (L2/L3) - Riyadh - Onsite

Jari Solutions; Riyadh; On-site; SAR 300,000 - 420,000; Full time

Job summary

Jari Solutions is seeking a Senior .NET Application Support Specialist (L2/L3) to serve as the frontline for production systems. The role demands rapid incident response, detailed RCA reporting, and coordination with cross-functional teams to restore service promptly.

The candidate will maintain strict SLAs across Critical, High, Medium, and Low incidents, manage on-call rotations, and ensure comprehensive documentation and runbooks in Arabic for recurring scenarios.

Qualifications

• 10+ years of professional technical support experience at L2/L3 level for enterprise environments.
• Strong experience with .NET applications and production troubleshooting.
• Experience coordinating across application, database, and infrastructure teams during incidents.
• Good documentation practices and RCA reporting in Arabic/English as required.

Responsibilities

• Provide L2 and L3 technical support for production systems beyond basic helpdesk.
• Maintain SLA tiers: Critical within 15 minutes, 2 hours resolution; High 30 minutes/4 hours; Medium 1 hour/8 hours; Low 2 hours/24 hours.
• Own AppDynamics dashboards, configure alerts, and proactively detect anomalies.
• Perform RCAs on Critical/High incidents and produce formal reports.
• Coordinate with DBA and infrastructure to resolve incidents across app, DB, and server layers.
• Write and update SOPs/runbooks in Arabic; maintain incident and problem logs.

Skills

NET application support

L2/L3 incident response

SQL Server troubleshooting

AppDynamics

ITIL framework

OpenID Connect

DevOps awareness

Windows Server & IIS

Oracle basics

Network fundamentals

SSO troubleshooting

Education

ITIL Foundation certification

Tools

AppDynamics

IIS

SQL Server

Oracle

Job description

Role Overview

We are currently looking for Senior .NET Application Support Specialist (L2/L3) who will be the operational frontline for both systems in production the person who responds when the Client's correspondence system goes down at 2am. This role carries one of the most demanding SLA obligations in the contract: Critical incidents require a 15-minute response and 2-hour resolution. This is not a passive monitoring role it is an active, always-available operational function that combines deep .NET and database troubleshooting capability with the discipline to document every incident and the composure to communicate clearly with client stakeholders under pressure.

Key Responsibilities

• Provide L2 and L3 technical support for both systems in production primary escalation point for all application-layer incidents beyond basic helpdesk
• Maintain the mandated SLA tiers at all times:
• Critical (service outage affecting client operations): respond within 15 minutes, resolve within 2 hours
• High (service slowness or partial instability): respond within 30 minutes, resolve within 4 hours
• Medium (small user subset affected, non-critical service): respond within 1 hour, resolve within 8 hours
• Low (minor bugs, UX issues, non-critical errors): respond within 2 hours, resolve within 24 hours
• Own the AppDynamic monitoring dashboards configure alerts, detect anomalies proactively, take action before incidents become user-impacting
• Perform root cause analysis (RCA) on all Critical and High incidents; produce formal Arabic RCA reports within agreed timeframes
• Manage the on-call rotation schedule must be personally reachable after hours and on weekends for Critical incidents; this is a non-negotiable contractual obligation
• Coordinate with the DBA and infrastructure team for incident resolution across the application, database, and server layers
• Maintain the incident log, problem register, and the updates/patches register continuously Write, maintain, and regularly validate SOPs and runbooks in Arabic for all recurring support scenarios, incident types, and recovery procedures

Minimum Qualifications

• Fluent Arabic Speaker is a Must.
• 10+ years of professional technical support experience, with at least 5 years at L2/L3 level for enterprise
• NET applications
• Demonstrable experience with SQL Server production troubleshooting this is specifically required by the tender
• Experience with log analysis and root cause analysis in production environments
• Experience coordinating across application, database, and infrastructure teams during incidents
• ITIL Foundation certification preferred

Required Technical Skills

• L2/L3 .NET application support diagnosing production issues in .NET Core REST APIs and ASP.NET WebForms applications; reading .NET stack traces, application logs, and event logs
• Windows Server administration IIS configuration and troubleshooting (application pools, bindings, request tracing), Windows Event Log analysis, performance counters
• SQL Server troubleshooting blocking queries, deadlocks, long-running queries, plan cache issues, SQL Server error logs; DBA-level diagnosis (not full DBA, but able to identify and coordinate resolution)
• Log analysis Windows Event Log, IIS logs, .NET application logs, structured logging output; correlating logs across multiple layers to identify root cause
• AppDynamic (or equivalent APM) monitoring dashboard configuration, custom alert setup, performance baseline management, transaction tracing, JVM/CLR performance analysis
• Incident and problem management ITIL framework: incident classification, escalation procedures, RCA methodology (5-whys, fishbone), problem lifecycle management, post-incident review
• Network fundamentals DNS resolution, load balancer behavior, firewall rules (sufficient to coordinate with infrastructure team, not deep network engineering)
• Identity Server troubleshooting SSO session issues (failed logins, token expiry, MFA failures), OpenID Connect flow debugging
• Oracle basics sufficient to read Oracle alert logs, identify tablespace issues, and coordinate with the DBA on Archiving System incidents; not full DBA competency
• DevOps pipeline awareness understanding the deployment process well enough to distinguish deployment-caused incidents from application bugs
• Secure remote access tooling and practices all support access to client systems must comply with client security policies

Key Soft Skills

• Composure under pressure a Critical incident means responding within 15 minutes, possibly at 3am, with client leadership asking for updates; must remain calm, structured, and solution-focused
• Clear concise incident communication in Arabic client stakeholders expect prompt, accurate status updates in formal Arabic during and after incidents; panic or ambiguity is not acceptable
• Documentation discipline every incident recorded, every RCA filed, every runbook updated; this documentation is regularly reviewed by Client IT Administration
• Escalation judgment knows when to resolve independently vs. escalating to the Technical Lead, DBA, or infrastructure team; wrong escalation decisions (either direction) cost time that the SLA does not have
• Availability and reliability on-call is a contractual obligation, not an informal arrangement; consistent responsiveness is non-negotiable and directly affects the Client's assessment of contract performance