About
At the company, we believe in connecting the world through our global hub in Dubai and in constantly innovating to ensure our customers ‘Fly Better’. As an IT Operations & Support Engineer - Database & Integration, you will restore normal IT service operations within agreed service levels and business priorities, minimizing the adverse impact on business operations for the company and External Clients. You will also serve as 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 superior service to our internal and external customers, ensuring alignment with qualitative or quantitative targets and Key Performance Indicators.
- Analyse reported incidents and provide solutions, enabling users to resume work with minimal disruption as per agreed Service Level Objectives (SLOs).
- Update the status of incidents or service requests in the tools, ensuring accurate and up-to-date information.
- Set customer expectations based on agreed SLOs.
- Provide quick fixes and workarounds for the Problem Management Team, identifying recurring issues for root cause analysis.
- Ensure deployment projects follow best practices in project management and obtain customer feedback post-project.
- Liaise with vendors, IT coordinators, and other IT teams to maintain high system availability.
- Adhere to IT policy, standards, procedures, and audit regulations.
- Maintain the integrity of configuration items in the Configuration Management Database as per policy.
Qualifications
To be considered for this role, you must meet the below requirements:
- Bachelor's degree or equivalent (12+3).
- 4+ years of experience in Information Technology.
Knowledge/Skills
- 2 years of integration product support experience with technologies such as TIBCO suite (EMS, BW), IBM WebSphere MQ, and Jenkins.
- Extensive proven experience in systems, operations, and environments of similar size and complexity.
- Experience with IT Service Management tools and a thorough understanding of the ITIL framework.
- Working experience with observability platforms like Splunk and Zabbix.
- Expertise in Microservices, Event-driven solutions, API Gateway products, and data streaming platforms.
- Extensive experience in Oracle database administration including performance tuning and troubleshooting.
- Experience with Distributed SQL databases such as Yugabyte and MariaDB.
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 worldwide.
