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 company Group IT thrives on the dynamic nature of technology. Being pioneers in aviation innovation, we're always at the forefront, pushing boundaries. We're on the lookout for exceptional IT professionals to fortify our position as leaders in the industry. Embark on a journey with the world’s largest international airline and become a vital part of our cutting-edge information and technology team.
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Responsibilities
- Analyze, 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.
- 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.
- Utilize 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 the 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, and industry regulations and best practices.
- 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, carry out knowledge transfer sessions, and mentor junior engineers.
- Manage multiple priorities effectively by applying strong communication, analytical, and problem-solving skills to ensure timely and efficient service delivery.
Qualifications
- Degree or Honours (12+3 or equivalent).
- 2+ years of experience in Information Technology.
Knowledge/Skills
- Operational and Support experience in Mainframe technology IBM Z series IBM Storage OS390 LPARs.
- Practitioner/Professional level certification in IBM zOS.
- Experience with mainframe related tools and utilities like TSOISPF RACF or zOS Connect.
- Experience in monitoring consoles for any critical alerts and responding to WTORs.
- Monitoring critical batch jobs, analyzing late jobs, and fixing job abends.
- Working experience in Observability platforms like Splunk, Zabbix, AppDynamics.
- Working experience in ITSM tools like ServiceNow; thorough understanding of ITIL framework.
- Experience in the computer and communication industry as a support engineer dealing with application support.
- Ability to think around issues and provide solutions through various problem-solving techniques.
- Experience working in Service desk - Incident Management, Problem Management, and Infrastructure Operations domains.
Join our Technology Operations team, where you will play a pivotal role in our IT landscape, ensuring smooth operations and outstanding support for critical business functions globally. If you are passionate about delivering world-class IT services and fostering continuous improvement, we invite you to apply and contribute to the success of the company Group.
Salary & Benefits
Join us in Dubai and enjoy an attractive tax-free salary and travel benefits, including discounts on flights and hotel stays around the world.
