IT Production Support

About the Role: We are seeking an experienced IT Production Support Engineer based in Dubai to maintain and optimize our enterprise IT infrastructure. The successful candidate will provide 24/7 production support, manage incidents and requests, and ensure the stability, security, and performance of our Windows Server and network environments. Responsibilities: Monitor and maintain Windows Server environments to ensure high availability and performance Manage and troubleshoot network infrastructure, including Cisco and Juniper devices Respond to and resolve production incidents using ITSM/ticketing tools such as ServiceNow and JIRA Use Splunk and SolarWinds for proactive monitoring, log analysis, and alerting Implement and maintain security and monitoring tools to safeguard systems Collaborate with cross-functional teams to coordinate deployments, upgrades, and maintenance activities Document operational procedures, incident resolutions, and configuration changes Maintain adherence to SLAs and perform root cause analysis for recurring issues Participate in shift rotations and on-call support as needed Drive continuous improvement initiatives to enhance system reliability and efficiency Required Qualifications: 3-8 years of experience in IT production support, system administration, or network administration Strong expertise in Windows Server administration (Active Directory, DNS, DHCP, Group Policy) In-depth knowledge of networking concepts and protocols (TCP/IP, VLANs, routing) Hands-on experience with Cisco and Juniper network devices Proficiency with security and monitoring tools, including Splunk and SolarWinds Experience with ITSM/ticketing systems, specifically ServiceNow and JIRA Solid problem-solving skills and ability to work under pressure in a 24/7 support environment Excellent communication skills and customer-focused mindset Ability to work effectively both independently and as part of a team Preferred Qualifications: ITIL Foundation certification Cisco CCNA or CCNP and Juniper JNCIA certifications Advanced Splunk administration or SolarWinds certification Experience with cloud platforms such as AWS or Azure Scripting skills in PowerShell or Python for automation Familiarity with cybersecurity frameworks and best practices Arabic language skills