About the job
Ready to apply for roles like this?
Unlock the company name and direct application link. Subscribers get instant access to fresh jobs across Dubai, Abu Dhabi and Riyadh, many with visa support.
Unlock employer & apply directly
We are looking for an experienced Senior Application Support Engineer to provide end-to-end production support for business-critical digital applications, including mobile applications, web applications, APIs and associated backend services. The candidate will be responsible for application monitoring, incident investigation, problem resolution, service improvement, customer issue analysis, release support and coordination with development, infrastructure, cloud, database and vendor teams. The role requires strong technical troubleshooting skills together with experience in IT service management, stakeholder communication and supporting highly available customer-facing applications.
Key Responsibilities
- Provide end-to-end production application support for digital mobile and web applications.
- Monitor application availability, performance, response time, transaction success rates, failures and overall service health.
- Handle Incident, Major Incident, Problem and Change Management activities in accordance with ITIL processes.
- Perform detailed troubleshooting of production issues across applications, APIs, middleware, databases, cloud infrastructure and dependent systems.
- Perform Root Cause Analysis for major and recurring incidents and follow up on corrective and preventative actions.
- Coordinate with development, infrastructure, database, network, cloud, security, DevOps and vendor teams for issue resolution.
- Analyze customer complaints, feedback and App Store reviews to identify common application issues and drive permanent resolution.
- Identify potential application availability, performance, capacity and operational risks and recommend appropriate mitigation actions.
- Track and report application SLAs, KPIs and operational health indicators.
- Prepare operational dashboards, incident reports, trend analysis and service-performance reports.
- Use monitoring and observability tools such as AppDynamics, Dynatrace, Splunk, Grafana or similar tools for proactive monitoring and troubleshooting.
- Support application deployments, production releases, change validation, smoke testing and post-release monitoring.
- Support Apple App Store Connect and Google Play Console activities, including application releases, version tracking, app health, crashes, ratings and customer reviews.
- Support applications hosted in Microsoft Azure and AWS cloud environments.
- Participate in application capacity planning, performance analysis and preparation for high-traffic business events.
- Support Disaster Recovery and Business Continuity activities, including DR testing and production readiness.
- Maintain operational documentation, troubleshooting guides, support procedures, known-error documentation and knowledge articles.
- Identify opportunities for automation and digital transformation to reduce manual operational activities and improve service monitoring and incident investigation.
- Communicate effectively with business and technical stakeholders during incidents, changes and service degradation.
- Mentor junior application support resources and provide technical guidance during complex production incidents.
Required Skills & Experience
- Strong experience in Application Support / Production Support, preferably supporting customer-facing mobile and web applications.
- Strong understanding of ITIL processes, including Incident, Problem, Change and Major Incident Management.
- Strong troubleshooting and analytical skills.
- Experience investigating application, API, integration, database and infrastructure-related issues.
- Experience with monitoring tools such as AppDynamics, Dynatrace, Splunk, Grafana, ELK or equivalent.
- Working knowledge of Azure and/or AWS environments.
- Understanding of APIs, web services, databases and modern application architectures.
- Experience supporting mobile applications on Android and iOS.
- Knowledge of Google Play Console and Apple App Store Connect is preferred.
- Good understanding of SLA/KPI monitoring and operational reporting.
- Strong stakeholder communication and escalation-handling skills.
- Ability to work effectively during critical incidents and high-priority production issues.
- Experience with operational automation using scripting or automation tools would be advantageous.
