Software Engineer – Application Support

GAC Group IT is looking for candidates for the role of Software Engineer – Application Support to be based in Dubai. Could it be you? Job Description   At GAC, we rely on our IT systems to provide the best solutions that help our users around the world. We are seeking an experienced Application Support Specialist (Software Engineer) to join us on this journey, using his or her technological skills to make us more efficient.  The job role is part of the Application Support function to ensure availability and accessibility of the application(s) according to agreed service levels and business priorities. The primary goal of the role is to support production issues and to debug/troubleshoot and fix them to eliminate or minimize the adverse impact on business operations for the GAC Group. The job role also requires close working relationship with the Infrastructure and Architecture & Development departments whose mission is to build or configure, maintain, or enhance, and eventually decommission applications/services through their life cycle. Job Requirement    Perform 2nd and 3rd line support activities for the application(s) in coordination with the Development Team and the Helpdesk. Manage Incidents, Proactive Alerts, Change Requests, and Service Requests ensuring compliance to the enterprise architecture, production processes & framework and other Group standards.  Ensure incidents and requests are resolved/fulfilled within agreed Service Levels and where applicable workarounds are provided to minimize business impact with timely escalations to the next level of support for faster resolution.  Ensure follow-ups with and updates to external and internal customers are done in a proactive, timely and professional manner. Take part in application improvement projects and bugfixes in coordination with the development team to ensure the stability and performance of the application(s). Produce and maintain clear documentation on application functionality and support procedures in the Knowledgebase