Senior .NET Incident Response Lead (L2/L3)

Jari Solutions

Riyadh

On-site

SAR 300,000 - 420,000

Full time

14 days+

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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.