About
At Emirates, we believe in connecting the world through our global hub in Dubai and in constantly innovating to ensure our customers ‘Fly Better’. We are currently seeking an IT Operations & Support Engineer – Application Support to join our cutting-edge information and technology team. In this role, you will restore normal IT service operations within agreed service levels and business priorities while minimizing the adverse impact on business operations for Emirates Group and External Clients. As the Single Point of Contact (SPOC) for assigned incident resolutions and service requests, your contributions will be key in managing our 24/7 Technology Command Center (TCC), which drives major incident management and resolution.
Responsibilities
In this role you will:
- Address and resolve customer issues to provide superior service to both internal and external customers.
- Ensure that the service provided aligns with specific qualitative targets and Key Performance Indicators.
- Analyze reported incidents and provide solutions to users for minimal disruption.
- Update status of incidents or service requests in the management tool.
- Provide quick fixes/workarounds/solutions and update the Known Error Database for Problem Management.
- Identify recurring problems to articulate trends for root cause analysis.
- Liaise with problem management for permanent resolutions.
- Ensure deployment projects follow best practices of Project Management.
- Maintain high system availability through effective communication with vendors, IT coordinators, and other IT teams.
- Adhere to IT policies, standards, procedures, and audit regulations.
Qualifications & Experience
To be considered for the role, you must meet the following requirements:
- Bachelor's degree in Information Technology.
- 3+ years of experience in Information Technology Communication.
- Relevant training courses in application support and customer support from a recognized institution.
- Experience in computer and communication industry as a support engineer.
- Strong problem-solving skills and an understanding of the broader picture.
- Familiarity with PCs, peripherals, and office tools such as MS Office and Outlook.
- Experience in Service Desk & Incident Management.
- Knowledge of Problem Management and Infrastructure Operations.
- ITIL certification, Database experience (SQL/Oracle), and Application (Java) Support experience are preferred.
Salary & Benefits
Join us in Dubai and enjoy an attractive tax-free salary and travel benefits exclusive to our industry, which include discounts on flights and hotel stays around the world. Learn about the vibrant lifestyle of living and working in Dubai through our website www.emirates.com/careers.
