At the company, we believe in connecting the world through our global hub in Dubai while constantly innovating to ensure our customers 'Fly Better'. We are always at the forefront of aviation innovation, seeking exceptional IT professionals to strengthen our position as industry leaders. As an IT Senior Operations & Support Engineer in Middleware support, you will analyze, support, and resolve complex incidents raised both internally and externally, recommending solutions to reduce recurring incidents. Proactively monitoring and identifying incidents and risks will be crucial to ensuring that IT Service Operations remain within agreed service levels and minimize adverse impacts on business operations.
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Responsibilities
- Address customer issues and resolve Level 1 and Level 2 incidents for the company Systems, ensuring minimal downtime and adherence to 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 reported incidents and recurring technical issues, conducting performance assessments and recommending improvements to enhance system reliability.
- Contribute to the automation of root cause analysis and incident response tools to improve response time and operational efficiency.
- Drive continuous improvement by identifying and highlighting issues and risks that may impact the services provided by the company IT.
- Implement and support ITIL-based incidents, issues, and change management processes while ensuring compliance with cybersecurity, data protection, and industry regulations.
- Assist in deploying, configuring, and upgrading IT systems to ensure optimal performance.
- Participate 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 mentor junior engineers to encourage continuous learning and knowledge sharing.
- Manage multiple priorities effectively by utilizing strong communication, analytical, and problem-solving skills to ensure timely service delivery.
Requirements
- Degree or honors (12+3 or equivalent).
- 2+ years of experience in Information Technology.
Knowledge/Skills
- Integration product support experience in TIBCO, SOLACE, WebSphere MQ.
- Expertise in microservices, event-driven solutions, API Gateway products (e.g., APIGEE, KONG), cloud integration (IPaaS like SnapLogic), and data streaming platforms like Kafka and Solace.
- Practical experience with observability platforms like Splunk, Dynatrace, Zabbix, AppDynamics, Datadog, and cloud platforms such as AWS and Azure.
Salary & Benefits
Join us in Dubai and enjoy an attractive tax-free salary and industry-exclusive travel benefits, including discounts on flights and hotel stays worldwide. 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.
