Applications Support Lead - L2/L3

Saudi Arabia

Job ID SNS-1053

Posted On
26-Feb-2026
(162 days ago)

Job type
Contract

Sector
Technology

Administrate onsite L2/L3 operations for Smart Services Solutions to ensure high availability, performance, security, and compliance of platforms and supporting Applications Services and Backend Infrastructure. Manage and Own end-to-end production support, monitoring, incident/problem management, vendor coordination, change execution, and continuous improvement across Smart Services technologies [EV, IoT, Signage, IBMS, Irrigation, Environmental Package, Security System, Emergency Solutions, integrations, and related components).
Lead and manage the L2 and L3 Support Operations around the clock.
Ensure SLAs & KPIs are achieved as per contract (uptime, response time, stability).
Conduct and govern daily application and platform health checks (apps, services, integrations, jobs, dependencies).
Maintain and continuously improve runbooks (startup/shutdown, failover, troubleshooting, known errors, escalation matrix).
Build/maintain monitoring coverage: dashboards, alerts, and smart rules aligned with business requirements.
Proactively analyze logs/metrics to detect degradation trends and prevent outages.
Automate operational routines and housekeeping tasks to reduce manual work and repeat incidents.
Incident, Problem & RCA Management (L2/L3)
Own the incident lifecycle end-to-end: triage, diagnosis, workaround, permanent fix coordination.
Drive stakeholder communications, status updates, and restoration timelines.
Lead RCA collection for major incidents and ensure corrective/preventive actions are tracked and closed.
Application, Platform & Server Administration
Manage application services, service accounts, scheduled tasks, configurations, and environment parameters.
Perform OS-level administration for application servers (Windows/Linux): restarts, capacity checks (CPU/RAM/Disk), performance tuning, and hardening alignment.
Coordinate and execute platform/application patching and upgrades with validation and rollback readiness.
Validate backups and restore readiness with relevant infra teams.
Change, Release, Testing & Acceptance
Prepare and manage Change Requests (CRs): impact, risk, rollback, implementation steps, and maintenance windows execution.
Coordinate testing, deployments, smoke tests, and obtain stakeholder acceptance/sign-off.
Maintain change calendar and ensure stakeholder notifications.
Security, Compliance & Governance
Ensure platforms comply with Enterprise Architecture, Cybersecurity controls, and government regulations.
Coordinate vulnerability remediation through patching and configuration fixes.
Manage and renew SSL/TLS certificates (CSR, PFX/PEM, TLS configuration) and prevent expiry incidents.
Ensure access controls follow least privilege, approvals, and audit requirements.
Stakeholder, Vendor & Business Coordination
Act as primary onsite interface for vendors: raise tickets, follow up, enforce timelines, and escalate as needed.
Coordinate with stakeholders for new integrations and deployments.
Engage business owners to capture requirements and ensure delivery alignment.
Documentation, Reporting & Service Performance
Maintain inventory of applications, servers, versions, certificates, licenses, and integrations.
Generate agreed performance and business reports (weekly/monthly): availability, SLA adherence, incidents, recurring issues, improvement actions.
Maintain as-built documentation and service maps (components + dependencies).
License & Certificate Management
Own application licensing tracking, renewals, compliance, and vendor alignment.
Maintain certificate renewal plan, expiry tracking, and evidence documentation.
Continuous Improvement
Identify key operational improvements (monitoring enhancements, automation, thresholds).
Reduce repeat incidents through preventive maintenance and root-cause elimination.

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