Job Description

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 (24x7) 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