IT Senior Operations & Support Engineer

At Emirates, we believe in connecting the world, to and through, our global hub in Dubai; and in constantly innovating to ensure our customers ‘Fly Better’. 

Join our Technology Command Center (TCC) where you will serve as the nerve center of our IT operations, operating 24/7 to drive major incident management and resolution. 
Our TCC team manages real-time technical and business communications, ensuring rapid responses to IT crises and critical issues. We provide specialized CritSit support for applications facing recurring failures and maintain meticulous monitoring of TCC operations to uphold optimal service levels. 
If you are passionate about resolving issues and ensuring seamless operations, we invite you to apply and contribute to the success of Emirates Group.

As an IT Senior Operations & Support Engineer, you will be working in an operation/support environment resolving complex issues raised internally by Emirates Group or External clients by analysing incidents and making recommendations to the technical team that will help reduce the number of recurring incidents. To ensure that IT service operations remain within agreed service levels and minimize the adverse impact on business operations by proactively monitoring identifying and highlighting issues and risks.

In this role you will:

• Address customer issues and resolve incidents and problems to provide a superior service to our customers both internal to EG-IT and external to the Group. Ensuring that the service provided is in line with the specific qualitative or quantitative targets and Key Performance Indicators (KPIs)
• Analyze trend of reported incidents related to various technology and platform and provide solutions to our customers enabling them to resume their work with a minimum disruption and within the agreed Service Level Objectives, KPIs and targets set.
• Coordinate with application vendors and service providers (both EG-IT teams providing a service and external organizations like SITA, BT, etc.) to ensure both the quick resolution of incidents and problems and the smooth running of our departmental and global operations.
• Drive Continuous Improvement by proactively identifying & highlighting issues and risks that may impact the services provided by EG-IT.
• Follow process & procedures in line with the EG-IT policies. Carry out knowledge transfer sessions within the team thus encouraging the culture of continuous learning & knowledge sharing.
• Provide input to and co-ordinate with technical teams to reduce number of recurring incidents (including security threats), to increase system availability and to reduce business impact in case of system failure as well as provide feedback to improve the automation of root cause analysis within the monitoring tools.
• Provide relevant feedback to technical, application and project team's developers to ensure fast incident/problem resolution.
• Ensure large deployment projects and upgrades are carried out using best practices as outlined in the departmental Work Practices.