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 - Mainframe Technologies will restore normal IT service operations within agreed service levels and business priorities and minimize the adverse impact on business operations for the company and External Clients. They 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 aligns with qualitative or quantitative targets and Key Performance Indicators of the task.
- Analyze reported incidents and provide solutions to the users, enabling them to resume their work with minimum disruptions as per the agreed Service Level Objectives (SLO) and complete IT service requests.
- Update the status of an incident or service request in the tool, ensuring up-to-date information before taking action on any incident or service request.
- Provide quick fixes/workarounds/solutions to be updated in the known error database to the Problem Management Team, identifying recurring problem areas and articulating trends for root cause analysis.
- Ensure deployment projects are carried out using best practices or project management, with customer feedback obtained after every project.
- Liaise with vendors, IT coordinators, and other IT teams to ensure high system availability.
- Adhere to IT policies, standards, procedures, and audit & finance regulations.
- Maintain the integrity of the configuration items in the Configuration Management Database as per EGIT Policy for the responsible area.
Requirements
- Bachelor's degree or equivalent (12 + 3).
- 4 years of experience in Information Technology.
Knowledge/Skills
- Operational and support experience in Mainframe technology, IBM Z series, IBM Storage, and OS390 LPARs.
- Practitioner/Professional level certification in IBM zOS.
- Experience with mainframe-related tools and utilities like TSOISPF, RACF, or zOS Connect.
- Monitoring experience in consoles for critical alerts and responding to WTORs.
- Ability to monitor critical batch jobs, analyze late jobs, and fix job abends.
- Experience working with observability platforms like Splunk, Zabbix, or AppDynamics.
- Familiarity with ITSM tools like ServiceNow and a thorough understanding of the ITIL framework.
- Experience as a support engineer dealing with application support in the computer and communication industry.
- Ability to think around issues and provide solutions through various problem-solving techniques.
- Experience working in service desk operations, including incident management and problem management domains.
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. 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.
