Production Support Engineer (L1)

OverviewWe’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.ResponsibilitiesAct as the first point of contact for production incidents received through email, chat, or ticketing toolsLog, categorize, and prioritize incidents and service requests in ServiceNow, Remedy, or JIRAMonitor system dashboards, alerts, and shared mailboxes to detect service interruptions and performance degradationPerform basic troubleshooting for applications, APIs, and backend servicesExecute SQL queries to validate data and ensure accuracy in system transactionsPerform log analysis and Linux/Windows-level checks for incident validationEscalate unresolved issues to appropriate L2 or L3 teams while ensuring clear and complete documentationMaintain continuous communication with stakeholders on ticket progress and resolution timelinesParticipate in rotational shifts (24×7) ensuring timely updates and smooth handoversMaintain SOPs, known-error databases, and incident records for operational continuityRequired Skills & Experience1–3 years of experience in Production Support, Service Desk, or IT OperationsStrong communication and problem-solving skillsGood understanding of ITIL processes (Incident, Problem, and Change Management)Working knowledge of Windows and Linux operating systemsFamiliarity with banking or financial systems (onboarding, payments, cards, loans) preferredExperience in ticketing tools like ServiceNow, Remedy, or JIRAExposure to SQL, API validation, and JavaScript scriptingAbility to prioritize, multitask, and manage incidents effectivelyCustomer-oriented approach with strong accountability and ownershipPreferred QualificationsBachelor’s degree in Computer Science, Information Technology, or related fieldITIL v4 Foundation certification preferred (not mandatory)Exposure to monitoring and observability tools such as Dynatrace, Grafana, or AppDynamicsWillingness to work in rotational shifts, including weekends and public holidaysStrong desire to progress into L2 / L3 Production Support or Application Reliability rolesSelf-driven, adaptable, and committed to maintaining operational stability in a fast-paced environment#J-18808-Ljbffr