We are seeking an L1 NOC Application Engineer to join our IT operations team. The ideal candidate will have a foundational understanding of databases and applications in a production environment, with a strong desire to grow and develop their technical skills in a fast-paced, mission-critical environment. The L1 NOC Application Engineer will be the first point of contact for monitoring and responding to alerts, troubleshooting issues, and ensuring the stability and performance of applications.
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Key Responsibilities:
- Monitoring and Incident Detection: Continuously monitor applications using Dynatrace. Respond to alerts and incidents as they arise, ensuring quick detection and resolution of issues. Escalate issues to L2 or L3 engineers as necessary, following established protocols.
- Initial Troubleshooting: Perform troubleshooting on application and system issues, including connectivity problems, hardware failures, and application errors. Use remote tools to access and troubleshoot applications and servers. Document all incidents, troubleshooting steps, and resolutions.
- Incident Management: Categorize and prioritize incidents based on severity and impact. Ensure timely communication with affected stakeholders and provide updates until the issue is resolved. Follow up on escalated issues to ensure they are being addressed promptly.
- Application and System Maintenance: Assist in routine application and system maintenance tasks, including applying patches, updates, and configuration changes. Support health checks on applications, servers, and critical services to ensure optimal performance.
- Documentation and Reporting: Maintain accurate documentation of application topology, configurations, and standard operating procedures (SOPs). Generate reports on application performance, incidents, and other key metrics.
- Collaboration and Communication: Collaborate with L2 and L3 engineers and other IT teams to resolve complex issues and improve application reliability. Participate in team meetings to discuss ongoing issues, share knowledge, and contribute to continuous improvement initiatives.
- Shift Work and On-Call Support: Be willing to work in a 24/7 shift environment, providing round-the-clock support as part of the NOC team. Participate in on-call rotations for coverage during off-hours and weekends.
Required Qualifications:
- Experience: 3+ years in large industry monitoring databases and applications in a production environment.
- Technical Skills: Experience in application concepts, triaging application issues identified by monitoring tools, and identifying root cause analysis.
- Monitoring Tools: Experience with application monitoring tools (e.g., Dynatrace) and incident management systems (e.g., ServiceNow).
- Troubleshooting: Strong analytical and problem-solving skills.
- Communication: Excellent written and verbal communication skills.
- Certifications: Dynatrace Associate Certification.
Preferred Qualifications:
- Experience in a 24/7 operations environment, particularly in a NOC or similar role.
- Familiarity with ITIL processes, particularly incident and problem management.
- Good understanding of Digital & Cybersecurity service management processes.
- Exposure to configuration management tools.
Location: Abu Dhabi Emirate, United Arab Emirates
Job Type: On-site, Full-time
