Senior .NET Application Support Specialist (L2/L3) - Riyadh - Onsite
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Key skills for this role
About the Role
Jari Solutions seeks a Senior.NET Application Support Specialist (L2/L3) to serve as the operational frontline for production systems in Riyadh. The role demands deep.
Key Skills for This Role
Responsibilities
- Provide L2 and L3 technical support for production systems, serving as primary escalation point for application layer incidents
- Maintain mandated SLA tiers: Critical (15 min response, 2 hr resolution), High (30 min response, 4 hr resolution), Medium (1 hr response, 8 hr resolution), Low (2 hr response, 24 hr resolution)
- Own AppDynamic monitoring dashboards: configure alerts, detect anomalies proactively
- Perform root cause analysis (RCA) on Critical and High incidents; produce formal Arabic RCA reports
- Manage on call rotation schedule; be reachable after hours and weekends for Critical incidents
- Coordinate with DBA and infrastructure team for incident resolution across application, database, and server layers
- Maintain incident log, problem register, and updates/patches register continuously
- Write, maintain, and validate SOPs and runbooks in Arabic for all recurring support scenarios
Requirements
- Fluent Arabic speaker
- 10+ years of professional technical support experience
- At least 5 years at L2/L3 level for enterprise .NET applications
- Demonstrable experience with SQL Server production troubleshooting
- 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
Full Job Posting
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.
- This role carries demanding SLA obligations: Critical incidents require a 15 minute response and 2 hour resolution.
- This is an active, always available operational function combining deep .NET and database troubleshooting with documentation and communication skills.
Key Responsibilities
- Provide L2 and L3 technical support for both systems in production as primary escalation point for all application layer incidents beyond basic helpdesk.
- Maintain mandated SLA tiers: Critical (respond within 15 min, resolve within 2 hrs), High (30 min/4 hrs), Medium (1 hr/8 hrs), Low (2 hrs/24 hrs).
- Own 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 on call rotation schedule; must be personally reachable after hours and on weekends for Critical incidents.
- Coordinate with DBA and infrastructure team for incident resolution across application, database, and server layers.
- Maintain incident log, problem register, and 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.
- 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.
- Log analysis: Windows Event Log, IIS logs, .NET application logs, structured logging output; correlating logs across multiple layers.
- 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).
- 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 DBA on Archiving System incidents.
- DevOps pipeline awareness: understanding deployment process to distinguish deployment caused incidents from application bugs.
- Secure remote access tooling and practices: all support access must comply with client security policies.
Key Soft Skills
- Composure under pressure: respond within 15 minutes during Critical incidents, possibly at 3am, with client leadership asking for updates.
- Clear concise incident communication in Arabic: client stakeholders expect prompt, accurate status updates in formal Arabic.
- Documentation discipline: every incident recorded, every RCA filed, every runbook updated.
- Escalation judgment: knows when to resolve independently vs. escalating to Technical Lead, DBA, or infrastructure team.
- Availability and reliability: on call is a contractual obligation; consistent responsiveness is non negotiable.
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