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.
Ready to apply for roles like this?
Unlock the company name and direct application link. Subscribers get instant access to fresh jobs across Dubai, Abu Dhabi and Riyadh, many with visa support.
Unlock employer & apply directly
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.
