Software Engineer – Application Support

Job Description

Start the new year with an exciting new challenge!

GAC Group IT is looking for candidates for the role of Software Engineer – Application Support to be based in Dubai. Could it be you?

The Job

GAC relies on our IT systems to provide the best solutions that help our users around the world. We are seeking an experienced Application Support Specialist (Software Engineer) to join us to apply their technological skills to make us even more efficient.

This role is part of the Application Support function which ensures availability and accessibility of the application(s) according to agreed service levels and business priorities. The primary goal of the role is to support production issues and to debug/troubleshoot and fix them to eliminate or minimise the adverse impact on the GAC Group’s business operations.

The role involves close working relationship with the Infrastructure and Architecture & Development departments whose mission is to build or configure, maintain or enhance, and eventually decommission applications/services through their life cycle.

Objectives

Perform 2nd and 3rd line support activities for the application(s) in coordination with the Development Team and the Helpdesk.

Manage incidents, proactive alerts, change requests, and service requests to ensure compliance with enterprise architecture, production processes & framework and other Group standards.

Ensure incidents and requests are resolved/fulfilled within agreed service levels and where applicable workarounds are provided to minimise business impact with timely escalations to the next level of support for faster resolution.

Provide proactive, timely and professional follow-ups with and updates to external and internal customers.

Take part in application improvement projects and bug fixes in coordination with the development team to ensure the stability and performance of the application(s).

Produce and maintain clear documentation on application functionality and support procedures in the Knowledge base.

Job Requirements

Skills and Qualifications

A Bachelor’s degree, preferably related to computer science or equivalent.

Strong working knowledge of Object-Oriented Programming (OOP), C#, REST APIs, .NET Core / .NET Framework, and DevExpress UI components (WinForms and/or WPF).

Hands-on experience with MS SQL Server, complex queries, stored procedures, performance tuning, and troubleshooting (Azure SQL preferred).

Experience with Microsoft Azure, cloud-hosted applications and container-based solutions (e.g., Azure App Services, Azure Kubernetes Service, Web Services).

2+ years of production support experience in application development, software engineering or technical services.

At least 2 years of hands-on experience in .NET Core application development.

Experience working on RDBMS and No-SQL databases.

Knowledge of Incident, Problem and Change management processes and a good understanding of ITIL best practices. (ITIL foundation certification would be considered a plus but not mandatory).

Previous experience developing and supporting financial solutions in the Supply Chain, Shipping and Logistics domain will be considered an added advantage.

Exposure to application development, integration, testing and release will be a plus.

Knowledge of APM (Application Performance Monitoring) and related tool exposure will be an advantage.

Working knowledge of Agile and DevOps methodologies.

Other Expectations

Excellent written and verbal communication skills in English.

Proactive, positive, creative and flexible self-starter.

Ability to learn and apply new technologies as and when required.

Ability to adapt quickly to changes in business requirements and work in an agile environment.

Professional behaviour at work.

Cultural awareness within a multi-cultural corporate environment.