About
At the company, we believe in connecting the world to and through our global hub in Dubai and in constantly innovating to ensure our customers Fly Better. The IT Operations & Support Engineer - Application Support will restore normal IT service operations within agreed service levels and business priorities and minimize the adverse impact on business operations for the company Group and External Clients. You will be the Single point of contact (SPOC) for the assigned incident resolution and service requests.
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In this role, you will:
- Address and resolve customer issues to provide a superior service to our internal and external customers, ensuring that the service provided aligns with specific qualitative or quantitative targets and Key Performance Indicators.
- Analyze reported incidents and provide solutions to users, enabling them to resume work with minimum disruptions as per the agreed Service Level Objectives (SLOs).
- Update the status of incidents or service requests in the tool, ensuring that they hold up-to-date information before taking action.
- Set expectations for the customer based on agreed SLOs (timeframes and format).
- Provide quick fixes/workarounds/solutions to the Problem Management Team, articulating trends for root cause analysis and liaising for permanent solutions.
- Ensure deployment projects are carried out using best practices or Project Management, obtaining customer feedback after every project.
- Liaise with vendors, IT coordinators, and other IT teams to ensure high system availability.
- Adhere to IT policy, standards, and procedures along with audit and finance regulations.
- Maintain the integrity of the configuration items in the Configuration Management Database as per policy.
Requirements
To be considered for this role, you must meet the below requirements:
- 12 years of schooling or equivalent.
- 4+ years of experience in Information Technology.
Knowledge/Skills:
- Training in communication application support and customer support from a recognized vendor or training institute.
- Experience in the computer and communication industry as a support engineer dealing with application support.
- Knowledge of using PCs and peripherals as well as office tools like MS Office and Outlook.
- Ability to think critically and provide solutions through various problem-solving techniques.
- Familiarity with service desk, incident management, and problem management infrastructure operations.
- ITIL certification, database schema design and optimization, and knowledge of relational (MySQL, PostgreSQL, Oracle) and NoSQL (MongoDB, Couchbase) databases.
- Expertise in designing, developing, and maintaining software applications using languages such as Java, React, Node.js, and others.
Salary & Benefits
Join us in Dubai and enjoy an attractive tax-free salary and travel benefits exclusive to our industry, including discounts on flights and hotel stays around the world. Find out what it’s like to live and work in our fast-paced, cosmopolitan home city in the Dubai Lifestyle section of our website.
