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 Command Center (TCC) where you will serve as the nerve center of our IT operations, operating 24/7 to drive major incident management and resolution. Our TCC team manages real-time technical and business communications, ensuring rapid responses to IT crises and critical issues.
If you are passionate about resolving issues and ensuring seamless operations, we invite you to apply and contribute to the success of Emirates Group. As an IT Senior Operations & Support Engineer, you will be working in an operation/support environment resolving complex issues raised internally by Emirates Group or external clients. Your role will involve analysing incidents and making recommendations to the technical team that will help reduce the number of recurring incidents.
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Responsibilities
- Address customer issues and resolve incidents and problems to provide superior service to our customers.
- Ensure that the service provided is in line with specific qualitative or quantitative targets and Key Performance Indicators (KPIs).
- Analyze trends of reported incidents related to various technology and provide solutions to enable customers to resume their work with minimum disruption.
- Coordinate with application vendors and service providers to ensure swift resolution of incidents and smooth departmental operations.
- Drive Continuous Improvement by proactively identifying and highlighting issues and risks that may impact services.
- Facilitate knowledge transfer sessions to encourage a culture of continuous learning and knowledge sharing.
- Provide input to technical teams to reduce recurring incidents and increase system availability.
- Ensure large deployment projects and upgrades are carried out using best practices.
Requirements
- 5+ years experience in Information Technology within an IT operational environment.
- Extensive proven experience in systems, operations, and environments of a similar size and complexity.
- Proficiency with service desk tools and technology, such as ITSM, remote access, and knowledge resources.
- Technical & Professional Certifications (e.g., MCSE, MCP, ITIL foundation) will be advantageous.
- Experience in delivering a high level of customer service.
- Demonstrable ability to think around issues and provide solutions using various problem-solving techniques.
Advantageous Skills
- Design, develop, and maintain backend services and APIs using Java and Python.
- Optimize databases using both SQL (e.g., Oracle, MariaDB) and NoSQL solutions.
- Knowledge in containerized solutions using Docker and Kubernetes.
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 hotels worldwide. Further information on our employee benefits can be found in the Working Here section of our website.
