The role is to provides Qatar-based L2 production support for applications, APIs, integrations, data services and cloud platforms operating under defined service levels. The role investigates incidents using logs, metrics, traces, database queries and platform diagnostics, restoring service and escalating with complete evidence. It executes controlled changes and contributes to problem management, release assurance, disaster recovery and improvement.
DUTIES & RESPONSIBILITIES
- Triage and resolve incidents and requests within SLAs.
- Analyze application, API, database, container and infrastructure logs.
- Execute approved changes, releases, housekeeping and health checks.
- Monitor alerts, capacity, dependencies and recurring failures.
- Escalate to L3 or vendors with complete diagnostics.
- Maintain runbooks, knowledge articles, known errors and RCA inputs.
SKILLS & ABILITIES
- L2 application, platform or production-support experience.
- Strong Linux or Windows, APIs, SQL, log analysis and troubleshooting.
- Working knowledge of containers, Kubernetes, monitoring and networking.
- PowerShell, Bash or Python scripting for diagnostics and automation.
- ITIL incident, problem, change and service-level practices.
- Ability to support data and AI pipeline or inference incidents.
POTENTIAL BACKGROUND
- Bachelor's degree in Computer Science, Engineering, Information Systems or a directly relevant discipline.
- 5+ years of directly relevant professional experience.
- Demonstrated delivery in complex enterprise or public-sector environments.
- Relevant professional or technology certifications are preferred.
PREFERRED TOOLS / SOFT SKILLS
- AI tools for role-relevant research, analysis, drafting, automation and decision support with human validation.
- Role-relevant Microsoft, cloud, engineering, data, design or governance toolsets.
- Ownership and accountability.
- Clear stakeholder communication.
- Structured problem solving and delivery focus.
