Application Operations Center (AOC) Engineer

About This Role

Job Summary

The Application Operations Center (AOC) Engineer is responsible for monitoring, supporting, and maintaining critical business applications to ensure high availability, optimal performance, and reliability. This role involves real-time incident management, troubleshooting, and close collaboration with development, infrastructure, and support teams to ensure smooth operations.

Tools:

ITSM TOOL (HPSM, JIRA, etc.)

Dashboard tool (Grafana)

AZURE CLOUD, AND GOOGLE CLOUD

Key Responsibilities

• Monitor applications and services using application performance monitoring (APM) tools.
• Detect, analyze, and respond to incidents and system alerts in real time.
• Perform incident management in accordance with ITIL best practices.
• Troubleshoot application issues, including logs, APIs, databases, and integrations.
• Ensure application availability and performance meet defined SLAs.
• Collaborate with DevOps, infrastructure, and development teams to resolve issues.
• Execute routine system health checks and validations.
• Support application deployments and release activities.
• Maintain operational documentation, including runbooks and SOPs.
• Conduct root cause analysis (RCA) and recommend preventive measures.
• Provide L2/L3 production support for business-critical applications.
• Provide first-level support for application-related issues and escalate complex problems to relevant technical teams.
• Ensure high availability and optimal performance of enterprise applications.
• Coordinate with infrastructure, development, and support teams to resolve operational issues.
• Track incidents, problems, and service requests using ticketing systems.
• Perform routine operational checks and system health monitoring.
• Maintain operational documentation, procedures, and incident reports.
• Support system deployments, updates, and maintenance activities.
• Ensure compliance with operational standards and service level agreements (SLAs).

Required Qualifications

• Bachelor’s degree in Computer Science, Information Technology, or a related field.
• 2–5 years of experience in Application Support, Operations, NOC, or AOC environments.
• Strong knowledge of application monitoring tools (e.g., Dynatrace, AppDynamics, Grafana).
• Experience with log analysis tools (e.g., ELK Stack: Elasticsearch, Logstash, Kibana).
• Understanding of APIs and integrations (REST, SOAP).
• Basic knowledge of databases and SQL queries.
• Familiarity with Linux and/or Windows server environments.
• Basic understanding of cloud platforms (AWS, Azure, or similar).
• Knowledge of ITIL processes (Incident, Problem, and Change Management).
• Strong analytical and troubleshooting skills.
• Ability to work in a shift-based, 24/7 environment if required.

Preferred Qualifications

• Experience with scripting languages (Python, Bash, or similar).
• Knowledge of containerization tools (Docker, Kubernetes).
• Experience with ticketing systems (ServiceNow, Jira, or similar).
• Relevant certifications such as ITIL Foundation or cloud certifications (AWS, Azure).

Soft Skills

• Strong communication and interpersonal skills.
• Ability to work under pressure and handle critical incidents.
• Strong problem-solving mindset.
• Attention to detail and accountability.
• Ability to work effectively in a team environment.

Key Performance Indicators (KPIs)

• Mean Time to Resolve (MTTR)
• System uptime and availability
• SLA compliance
• Reduction in recurring incidents
• Quality and effectiveness of RCA reports
• Application monitoring & incident management
• System troubleshooting
• IT operations & service management
• Knowledge of monitoring tools and ticketing systems
• Basic understanding of databases, servers, and APIs
• Strong analytical and problem-solving skills
• Team collaboration and communication skills

Job Type: Full-time

Pay: QAR10,000.00 - QAR14,000.00 per month

Education:

• Bachelor's (Required)

Experience:

• Application Operations Center (AOC) : 3 years (Required)
• ITSM TOOL (HPSM, JIRA, etc.): 3 years (Required)
• Dashboard tool (Grafana): 3 years (Required)
• AZURE CLOUD, AND GOOGLE CLOUD: 3 years (Required)

Language:

• Arabic (Required)
• English (Required)

License/Certification:

• degree in Computer Science, Information Technology (Required)

Location:

• Doha (Required)

Work Location: In person