Production Support Engineer (L1)

Open to Shift Work

About The Role

We’re seeking a detail-oriented Production Support Engineer (L1) with strong communication and analytical skills to join our technology operations team in Abu Dhabi . The ideal candidate will monitor production systems, manage incidents, and perform first-level troubleshooting while working closely with L2 and L3 support teams to ensure uninterrupted service delivery. You’ll play a crucial role in maintaining operational excellence, ensuring timely escalation of critical issues, and driving adherence to defined SLAs and service standards across all supported environments.

Key Responsibilities

• Act as the first point of contact for production incidents received through email, chat, or ticketing tools
• Log, categorize, and prioritize incidents and service requests in ServiceNow, Remedy, or JIRA
• Monitor system dashboards, alerts, and shared mailboxes to detect service interruptions and performance degradation
• Perform basic troubleshooting for applications, APIs, and backend services
• Execute SQL queries to validate data and ensure accuracy in system transactions
• Perform log analysis and Linux/Windows-level checks for incident validation
• Escalate unresolved issues to appropriate L2 or L3 teams while ensuring clear and complete documentation
• Maintain continuous communication with stakeholders on ticket progress and resolution timelines
• Participate in rotational shifts (24×7) ensuring timely updates and smooth handovers
• Maintain SOPs, known-error databases, and incident records for operational continuity
  
  

Required Skills & Experience

• 1–3 years of experience in Production Support, Service Desk, or IT Operations
• Strong communication and problem-solving skills
• Good understanding of ITIL processes (Incident, Problem, and Change Management)
• Working knowledge of Windows and Linux operating systems
• Familiarity with banking or financial systems (onboarding, payments, cards, loans) preferred
• Experience in ticketing tools like ServiceNow, Remedy, or JIRA
• Exposure to SQL, API validation, and JavaScript scripting
• Ability to prioritize, multitask, and manage incidents effectively
• Customer-oriented approach with strong accountability and ownership
  
  

Preferred Qualifications

• Bachelor’s degree in Computer Science, Information Technology, or related field
• ITIL v4 Foundation certification preferred (not mandatory)
• Exposure to monitoring and observability tools such as Dynatrace, Grafana, or AppDynamics
• Willingness to work in rotational shifts, including weekends and public holidays
• Strong desire to progress into L2 / L3 Production Support or Application Reliability roles
• Self-driven, adaptable, and committed to maintaining operational stability in a fast-paced environment