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Application Support Software Engineer

2 months ago

Dubai, Dubai, United Arab Emirates Gulf Agency Company Full time
About the Role

Gulf Agency Company is seeking an experienced Application Support Specialist (Software Engineer) to join our team in providing top-notch IT solutions to our global users. As a key member of our Application Development and Support function, you will play a crucial role in ensuring the availability and accessibility of our applications according to agreed service levels and business priorities.

Key Responsibilities
  • Application Development and Support: Collaborate with our development team to develop and support GAC business applications, ensuring stability and performance.
  • 2nd and 3rd Line Support: Provide support activities for the application(s) in coordination with the Development Team and Helpdesk.
  • Incident and Request Management: Manage incidents, proactive alerts, change requests, and service requests, ensuring compliance to the enterprise architecture, production processes & framework and other Group standards.
  • Resolution and Escalation: Ensure incidents and requests are resolved/fulfilled within agreed service levels and, where applicable, that workarounds are provided to minimize business impact with timely escalations to the next level of support, for faster resolution.
  • Customer Communication: Ensure follow-ups with and updates to external and internal customers are done in a proactive, timely and professional manner.
  • Documentation and Knowledgebase: Produce and maintain clear documentation on application functionality and support procedures in the Knowledgebase.
Requirements
  • Education: A Bachelor's degree, preferably related to computer science or equivalent.
  • Technical Skills: Working knowledge of OOP, C#, Rest APIs,.Net core, WPF, WCF and.Net framework (WPF and MSSQL are mandatory requirements).
  • Experience: Minimum 3 years of experience in software development and 2+ years of production support experience in application, software or technical services disciplines.
  • Cloud and Database Knowledge: Good knowledge of Microsoft Azure cloud hosting and container-based solutions (Eg: Service Fabric, Azure Kubernetes) and experience working on RDBMS and No-SQL databases.
  • ITIL and Agile Knowledge: Knowledge of incident, problem and change management processes and a good understanding of ITIL best practices. ITIL foundation certification will be considered a plus, but not mandatory.
  • Additional Requirements: Excellent written and verbal communication skills in English, self-starter, proactive, positive, creative, and flexible, ability to learn and apply new technologies as and when required, and professional behavior at work.