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 the Emirates Group IT Team in Dubai. Emirates Group IT thrives on the dynamic nature of technology. Being pioneers in aviation innovation, we're always at the forefront, pushing boundaries. We're looking for exceptional IT professionals to fortify our position as leaders in the industry. As an IT Operations & Support Engineer, you will be ensuring smooth IT service operations for Emirates Group and external clients, minimizing disruptions and acting as the primary point of contact for incident resolution and service requests. In this role, you will be responsible for:
- Addressing customer issues and resolving them to provide a superior service to our customers both internal and external.
- Ensuring that the service provided is in line with the specific qualitative or quantitative targets and Key Performance Indicators of the task.
- Analysing reported incidents and providing solutions to the users enabling them to resume their work with minimum disruption as per agreed SLO and to complete IT service requests.
- Updating the status of an incident or service request in the tool.
- Setting expectations for the customer based on agreed SLOs (timeframes and format).
- Providing quick fixes/workarounds/solutions to be updated in the Known error database to the Problem Management Team.
- Proactively identifying and highlighting issues, to reduce the possibility of system downtime for users.
- Liaising with vendors, IT coordinators, and other IT teams to ensure a high level of system availability.
- Maintaining the integrity of the configuration items in the Configuration Management Database as per EGIT Policy, for his responsible area.
Qualifications & Experience
To be considered for this role, you must meet the below requirements:
- Qualifications: Bachelor's degree or 12 years of schooling.
- Experience: 4+ Years in Information Technology Communication.
- Knowledge/Skills:
- Operational and Support experience in Mainframe technology; IBM Z series, IBM Storage, OS/390, LPARs.
- Practitioner/Professional level certification in IBM z/OS.
- Experience with mainframe related tools and utilities like TSO/ISPF, RACF, or z/OS Connect.
- Experience in monitoring consoles for any critical alerts and responding to the WTORs.
- Experience in ITSM tools like ServiceNow.
- Thorough understanding of ITIL framework.
- Experience in the computer and communication industry as a support engineer dealing with application support.
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 hotel stays around the world. You can find out more information about our employee benefits in the Working Here section of our website www.emirates.com/careers. Further information on what’s it like to live and work in our cosmopolitan home city can be found in the Dubai Lifestyle section.
