Production Support Engineer

About the role

We are looking for a detail‑oriented Production Support Engineer (L1) to join our technology operations team in Abu Dhabi. You will be the first point of contact for production incidents, ensuring swift detection, logging and initial troubleshooting while collaborating with L2/L3 teams to maintain uninterrupted service.

Key responsibilities

• Receive and triage production incidents via email, chat or ticketing tools.
• Log, categorize and prioritize tickets in ServiceNow, Remedy or JIRA.
• Monitor dashboards, alerts and shared mailboxes to identify service interruptions.
• Perform basic troubleshooting of applications, APIs and backend services.
• Execute SQL queries to validate data and verify transaction accuracy.
• Analyse logs and conduct Linux/Windows level checks for incident validation.
• Escalate unresolved issues to L2/L3 teams with complete documentation.
• Maintain continuous communication with stakeholders on ticket status and resolution timelines.
• Participate in 24×7 rotational shift schedule, providing timely updates and handovers.
• Update SOPs, known‑error databases and incident records for operational continuity.

Required profile

• 1–3 years of experience in production support, service desk or IT operations.
• Strong communication and analytical problem‑solving abilities.
• Good understanding of ITIL Incident, Problem and Change Management processes.
• Familiarity with banking or financial systems is a plus.
• Ability to prioritize, multitask and manage incidents under pressure.

Required skills

• JavaScript scripting
• ServiceNow, Remedy or JIRA ticketing tools
• Linux and Windows operating systems
• SQL query execution
• API validation
• ITIL processes