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IT Field Support Operations Manager

Emirates Dubai, United Arab Emirates Posted: 30 Jan 2025

Financial

  • Estimate: $60k - $80k*
  • Zero income tax location

Accessibility

  • Office Only
  • Apply from abroad
  • Visa Provided

Requirements

  • Experience: Senior
  • English: Professional

Position

About
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 Operations team, where you will play a pivotal role in our IT landscape, ensuring smooth operations and outstanding support for critical business functions globally. The team focuses on duty management, service support, infrastructure operations, change enablement, observability, and IT asset management.

As an IT Field Support Operations Manager, you will be responsible for coordinating the onsite activities, performance and administrative support of Field Support Engineers ensuring all calls are competently actioned within Service Level Agreement deadlines. You will manage and direct the onsite Field Support Engineers across various locations and end-user technologies ensuring operational activities are carried out with minimal business interruption.

Responsibilities

  • Orchestrate the daily work and activities of the technical field support team in a lead capacity
  • Manage the performance of services to customers at critical business operations, 24 x 7, 365 days per year
  • Perform end-user satisfaction surveys and develop action plans to address areas needing improvement
  • Identify opportunities for improvement through the identification of recurring technical issues
  • Manage Service Level Agreements on incident and service request resolution
  • Organize, coordinate and lead one-time or recurring projects and tasks within the scope of the field support team
  • Document and maintain Standard Operating Procedures to ensure efficient and consistent resolutions

Qualifications & Experience

  • Degree or Honours (12+3 or equivalent)
  • 5+ years experience in Information Technology
  • ITIL v3 Foundations
  • Experience in Computer Operational and Infrastructure environment, ideally with 3 years as a team leader

Salary & Benefits
Join us in Dubai and enjoy an attractive tax-free salary and travel benefits that are exclusive to our industry, including discounts on flights and hotels stays around the world. You can find out more information about our employee benefits in the Working Here section of our website. Further information on what’s it like to live and work in our cosmopolitan home city can also be found on our website.

Apply now

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About Emirates

Emirates Airline, based in Dubai, is a global leader in aviation, known for its exceptional service and state-of-the-art fleet. Since 1985, we've connected passengers to over 150 destinations and continue to innovate for a better flying experience.

Benefits at Emirates

    • Competitive salaries and career development opportunities.
    • Comprehensive health insurance plans.
    • Generous travel benefits and a culturally diverse work environment.