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