Senior Application Support Engineer, L2

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BlackStone eIT

WebsiteLinkedInAll Job Openings

201 - 500 employees

🤖 Artificial Intelligence

🏢 Enterprise

☁️ SaaS

Artificial Intelligence • Enterprise • SaaS

BlackStone eIT is a global technology company specializing in transformative enterprise solutions and intelligent design. The company offers a wide range of innovative products and services, including augmented reality, blockchain, intelligent chatbots, emotion scanning, optical character recognition, robotics, facial and object recognition, and smart analytics. With a strong focus on digital innovation, BlackStone eIT provides customized solutions such as Arabic NLP engines, digital workplaces, facial attendance tracking, and schedulers. They aim to drive significant impact for forward-thinking brands through their expertise in cutting-edge technologies and exceptional user experiences. BlackStone eIT operates in various sectors, enhancing business efficiency and customer engagement worldwide.

📋 Description

• Provide second-level application support for business-critical applications and assigned projects. • Investigate, troubleshoot, and resolve application-related incidents and service requests within the agreed SLAs. • Perform root cause analysis and support problem management activities. • Analyze logs, system behavior, and application data to identify and resolve issues. • Execute SQL queries to investigate data-related incidents and validate application behavior. • Work closely with development teams, business teams, and other stakeholders to ensure timely issue resolution. • Manage and update incidents, service requests, and problem records using the organization's ticketing system. • Support testing activities, validate fixes, and perform functional verification before promoting solutions to production. • Participate in major incident investigations and provide technical input when required. • Maintain proper technical documentation and provide clear evidence and updates on assigned activities. • Contribute to knowledge sharing and provide guidance to junior team members when needed.

🎯 Requirements

• 4–7 years of experience in Application Support within a Software House or enterprise environment. • Strong understanding of second-level application support processes. • Hands-on experience with SQL and the ability to write and execute queries for troubleshooting purposes. • Experience in analyzing application logs and performing technical investigations. • Familiarity with incident management and ticketing systems. • Good understanding of SDLC and software support processes. • Experience in testing activities and validating application fixes. • Strong analytical and problem-solving skills. • Good communication skills and the ability to work effectively with cross-functional teams. • Ability to manage priorities and work under pressure in a production support environment.