Azure Application Support Engineer (L2)

This role exists to keep the business running. Our customers rely on us to move their money reliably, and every minute of disruption affects their trust and our revenue. You will make sure payment services and the applications behind them stay available, stable and performant, within agreed SLAs. Technology is the means; uninterrupted business operations is the outcome.

Key Responsibilities

Protecting Business Continuity

• Keep business-critical applications available and operating within defined SLAs, treating any customer-facing degradation as a business priority.
• Support core financial services, including International Money Transfers (IMT), Fund In, Fund Out, card transactions and payment services.
• Support disaster recovery, business continuity and failover activities so the business can keep operating through disruption.

Safeguarding Customer Transactions

• Investigate transaction failures, API errors, latency and availability issues, with a focus on minimising customer and financial impact.
• Analyze transaction volumes, response times and error rates to spot anomalies before they affect the business.
• Monitor production systems and service health using ELK Stack, Azure Log Analytics and Metabase, acting proactively on alerts.

Restoring Service Quickly

• Own incident response, troubleshooting, root cause analysis (RCA) and post-incident reviews (PIR), so issues are resolved and do not recur.
• Coordinate with development, infrastructure, database, network, security and vendor teams to restore service.
• Manage escalations and keep internal stakeholders and service providers informed throughout.

Keeping Business Users Productive

• Administer Microsoft Azure infrastructure, including resource management, monitoring and access control.
• Manage Microsoft 365 services, including Exchange Online, SharePoint Online and user administration.
• Support day-to-day IT infrastructure and cloud operations.

Releasing Change Safely

• Participate in production deployments, change management and scheduled maintenance.
• Perform post-deployment validation, health checks and sanity testing so releases never disrupt live operations.

Giving the Business Visibility

• Prepare daily system health reports, incident summaries, dashboards and management updates that show leadership the state of service and its business impact.
• Maintain documentation, operational procedures, incident records and troubleshooting guides.
• Work with cross-functional teams to improve stability and reliability, and automate routine operational tasks.

Requirements

Experience & Business Understanding

• 2 to 4 years in IT operations, production support or cloud operations, preferably in financial services, payments or FinTech.
• Understanding of payment flows such as IMT, Fund In / Fund Out and card transactions.
• Appreciation of SLA driven operations and the business cost of downtime.

Technical Skills

• Azure administration and Microsoft 365 administration (Exchange Online, SharePoint Online).
• Monitoring with ELK Stack, Azure Log Analytics and Metabase.
• Incident management, RCA and change management experience.
• Basic SQL query writing to investigate transaction and application data.

Personal Attributes

• Calm, structured approach under production pressure.
• Clear communication with technical teams, vendors and management.
• Strong ownership mindset, focused on keeping the business running.

Success Measures

• Service availability and SLA adherence for business-critical applications
• Time to restore service and minimise customer impact during incidents
• Reduction in repeat incidents through effective RCA
• Incident-free production releases
• Timely, clear reporting to leadership

Pay: AED2,600.00 - AED10,000.00 per month

Work Location: In person