IT Production Support

**Job Title:** IT Production Support **About the Role:** We are seeking an experienced IT Production Support Engineer based in Dubai to ensure the stability, performance, and availability of our critical production systems. In this role, you will monitor environments, troubleshoot incidents, coordinate root cause analysis, and collaborate with cross-functional teams to deliver seamless operations and continuous service improvements. **Responsibilities:** - Monitor production systems and respond to alerts to ensure system availability and performance - Provide second-level support for incidents, performing troubleshooting and issue resolution - Perform root cause analysis and drive corrective actions to prevent recurrence - Coordinate deployments, patches, and maintenance activities with development and infrastructure teams - Maintain and update runbooks, standard operating procedures, and system documentation - Participate in on-call rotations to provide 24/7 support coverage - Liaise with stakeholders to communicate incident status, service impacts, and resolution timelines - Ensure compliance with service level agreements (SLAs) and internal policies **Required Qualifications:** - Bachelor’s degree in Computer Science, Information Technology, or a related field - 3–8 years of hands-on experience in IT production support, system administration, or a similar role - Strong knowledge of Unix/Linux and Windows server environments - Experience with incident and change management tools (e.g., ServiceNow, JIRA) - Proficiency in SQL and familiarity with database management - Solid understanding of networking fundamentals (TCP/IP, DNS, load balancing) - Demonstrated ability to troubleshoot complex technical issues and perform root cause analysis - Excellent communication skills with the ability to collaborate across technical and non-technical teams - Willingness to participate in on-call rotations and work flexible hours **Preferred Qualifications:** - ITIL Foundation certification - Experience with cloud platforms such as AWS or Microsoft Azure - Scripting skills in Shell, Python, or PowerShell for task automation - Familiarity with monitoring and logging tools (e.g., Nagios, Splunk, Datadog) - Previous experience supporting production environments in the financial services or telecommunications sector