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 Senior Operations & Support Engineer - Application Support will analyse, support, and resolve complex incidents raised both internally and externally, and recommend solutions to reduce the number of recurring incidents to the technical team. Proactively monitor, identify, and highlight incidents and risks to ensure that IT Service Operations remain within the agreed service levels and minimize the adverse impact on business operations.
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In this role, you will:
- Address customer issues and resolve Level 1 and Level 2 incidents for the company Group Systems, ensuring minimal downtime and in line with the specific qualitative or quantitative targets and Key Performance Indicators (KPIs).
- Collaborate with internal teams and external vendors to diagnose and resolve technical issues efficiently.
- Utilise IT Service Management (ITSM) tools such as ServiceNow, Zendesk, or similar platforms to manage incidents, problems, assets, and change processes effectively.
- Perform root cause analysis of reported incidents and recurring technical issues, conduct performance assessments, and recommend improvements to enhance system reliability.
- Drive continuous improvement by proactively identifying and highlighting issues and risks that may impact the services provided by EGIT.
- Implement and support ITIL-based incidents, issues, and change management processes while ensuring compliance with company cybersecurity, data protection, company policies, and industry regulations.
- Assist in deploying, configuring, and upgrading IT systems to ensure optimal performance.
- Partake in a 24/7 on-call rotation, acting as an escalation point for unresolved tickets and providing timely solutions.
- Develop and maintain technical documentation, create knowledge-base articles, and conduct knowledge transfer sessions to support junior engineers.
- Manage multiple priorities effectively by applying strong communication, analytical, and problem-solving skills to ensure timely and efficient service delivery.
Requirements
- Degree or Honours (12+3 or equivalent).
- 2+ 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 utilizing PCs and peripherals, as well as office tools such as 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 expertise in NoSQL databases (e.g., MongoDB, Couchbase).
- Proficiency in designing, developing, and maintaining software applications using languages such as Java, REACT, and Node.JS.
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.
