Senior Technical Support Specialist - Riyadh - Onsite

Role Overview

Key Responsibilities

• Provide L2 and L3 technical support for both systems in production primary escalation point for all
• application-layer incidents beyond basic helpdesk
• Maintain the mandated SLA tiers at all times:
• Critical (service outage affecting client operations): respond within 15 minutes, resolve within 2
• hours
• High (service slowness or partial instability): respond within 30 minutes, resolve within 4 hours
• Medium (small user subset affected, non-critical service): respond within 1 hour, resolve within 8
• hours
• Low (minor bugs, UX issues, non-critical errors): respond within 2 hours, resolve within 24 hours
• Own the AppDynamic monitoring dashboards configure alerts, detect anomalies proactively, take action
• before incidents become user-impacting
• Perform root cause analysis (RCA) on all Critical and High incidents; produce formal Arabic RCA reports
• within agreed timeframes
• Manage the on-call rotation schedule must be personally reachable after hours and on weekends for
• Critical incidents; this is a non-negotiable contractual obligation
• Coordinate with the DBA and infrastructure team for incident resolution across the application, database,
• and server layers
• Maintain the incident log, problem register, and the updates/patches register continuously
• Write, maintain, and regularly validate SOPs and runbooks in Arabic for all recurring support scenarios,
• incident types, and recovery procedures

Minimum Qualifications

• Fluent Arabic Speaker is a Must.
• 10+ years of professional technical support experience, with at least 5 years at L2/L3 level for enterprise
• NET applications
• Demonstrable experience with SQL Server production troubleshooting this is specifically required by the
• tender
• Experience with log analysis and root cause analysis in production environments
• Experience coordinating across application, database, and infrastructure teams during incidents
• ITIL Foundation certification preferred

Required Technical Skills

• L2/L3 .NET application support diagnosing production issues in .NET Core REST APIs and ASP.NET
• WebForms applications; reading .NET stack traces, application logs, and event logs
• Windows Server administration IIS configuration and troubleshooting (application pools, bindings,
• request tracing), Windows Event Log analysis, performance counters
• SQL Server troubleshooting blocking queries, deadlocks, long-running queries, plan cache issues, SQL
• Server error logs; DBA-level diagnosis (not full DBA, but able to identify and coordinate resolution)
• Log analysis Windows Event Log, IIS logs, .NET application logs, structured logging output; correlating logs
• across multiple layers to identify root cause
• AppDynamic (or equivalent APM) monitoring dashboard configuration, custom alert setup, performance
• baseline management, transaction tracing, JVM/CLR performance analysis
• Incident and problem management ITIL framework: incident classification, escalation procedures, RCA
• methodology (5-whys, fishbone), problem lifecycle management, post-incident review
• Network fundamentals DNS resolution, load balancer behavior, firewall rules (sufficient to coordinate
• with infrastructure team, not deep network engineering)
• Identity Server troubleshooting SSO session issues (failed logins, token expiry, MFA failures), OpenID
• Connect flow debugging
• Oracle basics sufficient to read Oracle alert logs, identify tablespace issues, and coordinate with the DBA
• on Archiving System incidents; not full DBA competency
• DevOps pipeline awareness understanding the deployment process well enough to distinguish
• deployment-caused incidents from application bugs
• Secure remote access tooling and practices all support access to client systems must comply with client
• security policies

Key Soft Skills

• Composure under pressure a Critical incident means responding within 15 minutes, possibly at 3am, with
• client leadership asking for updates; must remain calm, structured, and solution-focused
• Clear concise incident communication in Arabic client stakeholders expect prompt, accurate status
• updates in formal Arabic during and after incidents; panic or ambiguity is not acceptable
• Documentation discipline every incident recorded, every RCA filed, every runbook updated; this
• documentation is regularly reviewed by Client IT Administration
• Escalation judgment knows when to resolve independently vs. escalating to the Technical Lead, DBA, or
• infrastructure team; wrong escalation decisions (either direction) cost time that the SLA does not have
• Availability and reliability on-call is a contractual obligation, not an informal arrangement; consistent
• responsiveness is non-negotiable and directly affects the Client's assessment of contract performance