Software Engineer – Application Support

Overview

GAC Group IT is looking for an experienced Software Engineer specializing in Application Support, based in Dubai. This role focuses on ensuring the uptime and accessibility of critical business applications according to defined service levels and business priorities. It requires close collaboration with Infrastructure and Architecture & Development teams to maintain and improve application performance throughout their lifecycle.

Key Responsibilities

• Deliver 2nd and 3rd line technical support for applications alongside the Development Team and Helpdesk.
• Handle Incidents, Proactive Alerts, Change Requests, and Service Requests while adhering to enterprise architecture and production frameworks.
• Resolve incidents and requests within agreed Service Levels, provide timely workarounds to limit business disruptions, and escalate complex issues appropriately.
• Maintain proactive and professional communication with internal and external stakeholders.
• Contribute to application enhancement and bug fixing efforts in coordination with developers to ensure stability and optimal performance.
• Create and update clear documentation of application functionality and support processes in the Knowledgebase.

Required Qualifications and Skills

• Bachelor’s degree in Computer Science or related field, or equivalent experience.
• Proficient in Object-Oriented Programming, with strong expertise in C#, RESTful APIs, .NET Core / .NET Framework, and DevExpress UI components (WinForms and/or WPF).
• Experienced in MS SQL Server including complex querying, stored procedures, performance tuning, and troubleshooting; Azure SQL experience preferred.
• Familiarity with Microsoft Azure services, cloud-based applications, and containerization technologies such as Azure App Services and Azure Kubernetes Service.
• At least 2 years of hands-on production support experience in software engineering or technical services.
• Minimum 2 years experience in .NET Core application development.
• Knowledgeable in both RDBMS and No-SQL databases.
• Understanding of Incident, Problem, and Change Management aligned with ITIL practices; ITIL Foundation certification is an advantage but not mandatory.
• Experience or familiarity with financial software solutions within the Supply Chain, Shipping, and Logistics sectors is a plus.
• Exposure to application development lifecycle activities such as integration, testing, and deployment is beneficial.
• Knowledge of Application Performance Monitoring tools is advantageous.
• Understanding of Agile and DevOps methodologies.

Personal Attributes and Expectations

• Excellent verbal and written English communication skills.
• Highly motivated, proactive, adaptable, creative, and positive outlook.
• Quick learner with ability to absorb new technologies as needed.
• Flexible and able to work efficiently in a dynamic, ever-changing business environment.
• Professional conduct and cultural sensitivity within a diverse multinational corporate context.