NOC Application Engineer - IT

Position Title: L1 NOC Application Engineer
Experience Level: Minimum 3 Years in Large Industry monitoring using Dynatrace
Location: Abu Dhabi

Role Overview:
We are seeking an L1 NOC Application Engineer to join our IT operations team. The ideal candidate will have a foundational understanding of Databases, and application in production environment, with a strong desire to grow and develop their technical skills in a fast-paced, mission-critical environment. The L1 NOC Application Engineer will be the first point of contact for monitoring and responding to alerts, troubleshooting issues, and ensuring the stability and performance of the applications.

Key Responsibilities:

1. Monitoring and Incident Detection:
• Continuously monitor applications using Dynatrace.
• Respond to alerts and incidents as they arise, ensuring quick detection and resolution of issues.
• Escalate issues to L2 or L3 engineers as necessary, following established protocols.
2. Initial Troubleshooting:
• Perform troubleshooting on application and system issues, including connectivity problems, hardware failures, and application errors.
• Use remote tools to access and troubleshoot application and servers
• Document all incidents, troubleshooting steps, and resolutions in the incident management system.
3. Incident Management:
• Categorize and prioritize incidents based on severity and impact.
• Ensure timely communication with affected stakeholders and provide updates until the issue is resolved.
• Follow up on escalated issues to ensure they are being addressed promptly by higher-level support teams.
4. Application and System Maintenance:
• Assist in routine application and system maintenance tasks, including applying patches, updates, and configuration changes.
• Support in performing health checks on applications, servers, and critical services to ensure optimal performance.
5. Documentation and Reporting:
• Maintain accurate and up-to-date documentation of the application topology, configurations, and standard operating procedures (SOPs).
• Generate daily, weekly, and monthly reports on application performance, incidents, and other key metrics.
6. Collaboration and Communication:
• Collaborate with L2 and L3 engineers, as well as other IT teams, to resolve complex issues and improve application reliability.
• Participate in team meetings to discuss ongoing issues, share knowledge, and contribute to continuous improvement initiatives.
7. Shift Work and On-Call Support:
• Be willing to work in a 24/7 shift environment, providing round-the-clock support as part of the NOC team.
• Participate in on-call rotations to ensure coverage during off-hours and weekends.

Required Qualifications:

• Experience: 3+ years of experience in Large Industry monitoring Databases, and application in production environment
• Technical Skills: Experience in application concepts, triaging of application issues identified by Monitoring tools and identify RCA and report to owner.
• Monitoring Tools: Experience with application monitoring tools (Dynatrace) and incident management systems (ServiceNow).
• Troubleshooting: Strong analytical and problem-solving skills, with the ability to perform basic troubleshooting on application and system issues.
• Communication: Excellent communication skills, both written and verbal, with the ability to document and explain technical issues clearly.
• Certifications: Dynatrace Associate Certification.

Preferred Qualifications:

• Experience in a 24/7 operations environment, particularly in a NOC or similar role.
• Familiarity with ITIL processes, particularly incident and problem management.
• Good understanding of Digital & Cybersecurity service management processes.
• Exposure to configuration management tools