Company Description
MLG is a premier provider of innovative technologies and advanced mobility solutions across the MENA region. Our diverse portfolio includes Digital Transformation, Software Development, System and Process Automation, Hardware Design, and In-house Manufacturing. MLG is committed to integrating cutting-edge technologies such as autonomous aerial vehicles, eVTOLs, drones, and connected vehicle technologies to revolutionize passenger transportation, smart logistics, and smart city management. We strive to drive the UAE towards a future of efficiency, connectivity, and environmental consciousness.
Position Overview
We are seeking a dedicated Application Support / Production Support Specialist to ensure the smooth functioning of business-critical applications and production systems. This role involves monitoring, troubleshooting, and resolving issues in real time, providing Level 1/2 support to end-users, and collaborating with development and infrastructure teams to maintain system reliability, performance, and availability.
Key Responsibilities
- Monitor production systems and applications, proactively identifying issues.
- Respond to user-reported incidents within agreed SLAs and provide timely resolutions or workarounds.
- Escalate complex issues to development or infrastructure teams as needed.
- Monitor application logs, performance dashboards, and alerts to ensure availability and stability.
- Execute routine maintenance tasks, including batch jobs, health checks, and performance tuning.
- Perform scheduled deployments, patches, and release activities with minimal downtime.
- Analyze recurring issues, identify root causes, and recommend preventive measures.
- Document troubleshooting steps and maintain a knowledge base for future reference.
- Serve as the first point of contact for business users regarding application-related queries.
- Provide functional and technical support, ensuring a high level of customer satisfaction.
- Communicate effectively with stakeholders on incident progress and resolution.
- Work closely with software development, QA, DevOps, and infrastructure teams to resolve production issues.
- Assist with UAT (User Acceptance Testing) and post-deployment verification.
- Participate in on-call rotations to support 24x7 production environments.
Qualifications & Skills
- Education: Bachelor’s degree in Computer Science, Information Technology, Engineering, or related field.
- Experience: 2–5 years of experience in application support, production support, or IT operations.
- Technical Skills:
- Strong knowledge of SQL for data queries and debugging.
- Experience with Linux/Unix environments and shell scripting.
- Familiarity with monitoring tools (e.g., Splunk, Nagios, AppDynamics, Grafana, CloudWatch).
- Understanding of ITIL processes (Incident, Problem, Change Management).
- Basic knowledge of APIs, networking, and system integrations.
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