RR-0203394 - Associate Manager Software Engineering
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RR-0203394 - Associate Manager Software Engineering
DXC Technology | Posted Mar 12 | Full-time | Riyadh Region | Negotiable | Unknown
Overview
The Level 2 Support Engineer for Web Applications is responsible for troubleshooting, diagnosing, and resolving issues related to web-based software platforms. They serve as the escalation point for Level 1 support and work closely with development, QA, and infrastructure teams to ensure system stability and customer satisfaction.
Responsibilities
- Issue Investigation & Resolution
- Handle escalated tickets from Level 1 support (L1) involving functional or technical issues in web applications.
- Reproduce issues in test/staging environments to identify bugs or misconfigurations.
- Conduct detailed log analysis, SQL/database checks, and API validation.
- Incident Management
- Classify and prioritize incidents based on severity and business impact.
- Escalate unresolved issues to Level 3 (development team) with proper documentation and root cause findings.
- Collaborate with L1 and L3 teams during major incidents and post-incident reviews.
- User Support & Communication
- Communicate with business users or clients to gather additional information when needed.
- Provide workarounds or solutions while permanent fixes are being developed.
- Maintain knowledge base and support documentation.
- Technical Tasks
- Prepare scripts or SQL queries to validate data or resolve issues.
- Perform basic configuration changes or updates in non-production environments.
- Conduct release verification and smoke testing after deployments.
- Continuous Improvement
- Analyze recurring issues to suggest long-term fixes or enhancements.
- Provide feedback to development/QA teams to improve application stability and usability.
Qualifications
Technical Skills
- Strong understanding of various technologies (Java, .net and visual basic)
- Experience with web application architectures (e.g., client/server, REST APIs)
- Familiarity with databases (MySQL, SQL Server, PostgreSQL, Oracle) and ability to write basic queries
- Exposure to version control (Git), CI/CD tools, and cloud platforms (AWS, Azure, GCP) is a plus
Soft Skills
- Strong analytical and problem-solving skills
- Excellent communication and documentation abilities
- Ability to work independently and under pressure
- Communication: Slack, Microsoft Teams, Email
- Code/CI: Git, Jenkins, GitHub Actions
Vacancy posted 3 days ago
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