Senior .NET Application Support Specialist; L2​/L3 Onsite

Role Overview

We are currently looking for Senior .NET Application Support Specialist (L2/L3) who will be the operational frontline for both systems in production. The person who responds when the Client's correspondence system goes down s role carries one of the most demanding SLA obligations in the contract:
Critical incidents require a 15-minute response and 2-hour resolution. This is not a passive monitoring role; it is an active, always-available operational function that combines deep .NET and database troubleshooting capability with the discipline to document every incident and the composure to communicate clearly with client stakeholders under pressure.

• 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 App Dynamic 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 time frames.
• Manage the on‑call rotation schedule; must be personally reachable after hours and on weekends for Critical incidents (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.

• 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 (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.

• Diagnosing production issues in .NET Core REST APIs and ASP.NET Web Forms applications; reading .NET stack traces, application logs, and event logs.
• Windows Server administration (IIS configuration and troubleshooting, 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).
• Log analysis:
  Windows Event Log, IIS logs, .NET application logs, structured logging output; correlating logs across multiple layers to identify root cause.
• App Dynamic (or equivalent APM) monitoring dashboard configuration, custom alert setup, performance baseline management, transaction tracing, JVM/CLR performance analysis.
• Incident and problem management following 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).
• Identity Server troubleshooting: SSO session issues (failed logins, token expiry, MFA failures), OpenID Connect flow debugging.
• Oracle basics: read Oracle alert logs, identify tablespace issues, coordinate with DBA on archiving system incidents.
• Dev Ops pipeline awareness: understand deployment process 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.