About
A winner of more than 500 international awards, Emirates operates one of the aviation world’s youngest, most environmentally-friendly and technologically advanced fleets of over 250 aircraft. Its rapidly expanding network spans 145 destinations in Europe, North America, South America, the Middle East, Africa, the Indian subcontinent, and Asia Pacific. The airline is an employee-focused company committed to providing staff with excellent working conditions and competitive salaries.
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To ensure that the incident management and operational management process is understood, lived, and continuously improved in collaboration with Emirates Group IT teams based in Dubai, and ensuring that operational activities are carried out with minimal interruption to the business.
Responsibilities
- Ensure that all departmental policies governing operational procedures are properly met to achieve a consistently high level of service to customers.
- Ensure that all IT Services are provided to Emirates Group customers in the UK and Ireland region within agreed Service Level Objectives (SLOs).
- Perform trend analysis on incidents raised in the UK and Ireland region and recommend corrective actions to minimize them.
- Identify opportunities for improvement through the identification of recurring technical issues, taking ownership, and closely working with IT teams in Dubai to drive product and process improvements.
- Assist Problem and Change Management teams and act as a Process Champion.
- Perform end-user satisfaction surveys and develop action plans to address areas needing improvement to ensure a positive customer support experience built on communication, problem-solving, and timely resolution of service disruptions.
- Continuously review, improvise, and implement support processes and procedures for existing systems in line with departmental policies and coordinate with internal and external service providers to ensure that Service Level Agreements are met.
- Ensure regular meetings with business, support teams, and external service providers are held to reduce the instances of SLO breaches and identify opportunities for service improvement.
- Guide and collaborate with other service providers in the country to deliver their services effectively.
- Ensure all IT assets in the assigned region are well managed over the full life cycle – local purchase, audited on a regular basis, and unused items recovered, decommissioned, or disposed of as per corporate policies and best practices of the region.
- Must be willing to travel and assist with short-duration Emirates Group corporate projects in the European region as directed by management in the UK or Dubai.
Requirements
- University degree in an IT or business-related discipline.
- 5+ years of specialist technical experience within an IT operational-based environment.
- Must have extensive proven experience in airline systems and operations and environments of a similar size and complexity.
- Relevant industry standard certification, for example, in ITIL/CCNA/MCSE.
- Fluent in spoken and written English.
- Applicants must have the legal right to live and work in the UK; the Company will not provide assistance with obtaining work permits.
Salary & Benefits
To be discussed at the interview.
Competitive benefits
Location
London, United Kingdom of Great Britain and Northern Ireland
Job Title
IT Senior Support Engineer
