Operational Support Engineer – L2​/L3

Driving platform stability, incident resolution, and continuous service availability in Riyadh, UITCO is actively seeking experienced Operational Support Engineers (L2/L3) for a permanent professional engagement. In this vital technical support role, you will ensure optimal system performance, resolve complex production incidents, and maintain high-availability IT infrastructures. Bringing strong L2/L3 production support experience and deep proficiency in root-cause analysis, you will empower corporate operations to achieve uncompromised uptime and operational excellence.

This prestigious career opportunity offers competitive remuneration, high technical visibility, and exceptional professional growth within a premier technology solutions enterprise.

As an Operational Support Engineer – L2/L3 supporting UITCO in Riyadh, Saudi Arabia, you will take full operational, tactical, and technical ownership of platform troubleshooting, incident management, and performance monitoring. Your day-to-day responsibilities include investigating complex application and platform failures, conducting rigorous root-cause analyses, monitoring service availability metrics, and implementing ITIL-aligned support workflows. You will collaborate closely with cross-functional software engineering, infrastructure, and Dev Ops squads in fast-paced operational environments while ensuring rapid incident resolution.

Furthermore, you will manage application requirements by submitting your updated CV via direct email to

• Provide expert L2/L3 production support and technical troubleshooting for complex enterprise applications and platforms.
• Manage incident life cycles, problem tickets, and root-cause analyses (RCA) to resolve critical operational bottlenecks.
• Monitor system performance, resource utilization, and service availability metrics across production environments.
• Implement proactive monitoring strategies, alerting thresholds, and automated health-check mechanisms.
• Coordinate seamlessly with cross-functional software engineering, QA, and infrastructure operations squads.
• Ensure strict adherence to ITIL service management frameworks, SLA response times, and resolution targets.
• Document incident resolutions, troubleshooting runbooks, and operational knowledge base articles.
• Participate in on-call rotation schedules and emergency response efforts for high-priority production incidents.

• Bachelor’s degree in Computer Science, Information Technology, Software Engineering, or a related technical discipline.
• Minimum of 3+ years of progressive professional experience in L2/L3 production support and IT operations.
• Strong, demonstrable hands‑on professional expertise in application troubleshooting, log analysis, and platform diagnostics.
• Comprehensive working knowledge and practical proficiency in incident management, problem management, and root-cause analysis (RCA).
• Deep practical experience with enterprise monitoring, performance tuning, and service availability tracking.
• Solid practical grasp of ITIL service management frameworks and structured IT operational processes.
• Exceptional analytical, problem-solving, and cross-functional communication capabilities.
• Mandatory legal work eligibility and physical availability for professional operations in Riyadh.

• Professional certifications such as ITIL Foundation/Intermediate, AWS Certified Sys Ops Administrator, or CCNA.
• Prior professional working experience in top-tier technology consulting firms, managed service providers, or enterprise IT centers.
• Hands‑on familiarity with modern observability and APM platforms (Prometheus, Grafana, Datadog, New Relic, ELK stack).
• Experience…