IT Operations & Support Engineer - Application Support

Job Purpose

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 the Emirates Group IT Team in Dubai. Emirates Group IT thrives on the dynamic nature of technology. Being pioneers in aviation innovation, we're always at the forefront, pushing boundaries. We're looking 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 as an IT Operations & Support Engineer.

Working in an operation/support environment resolves complex issues raised internally by Emirates Group or External clients by analysing incidents and making recommendations to the technical team to help reduce recurring incidents. To ensure that IT service operations remain within the agreed service levels and minimise the adverse impact on business operations by proactively monitoring identifying and highlighting issues and risks.

In This Role, You Will Be Responsible For

• Addressing customer issues and resolving incidents and problems to provide a superior service to our customers both internal to EG-IT and external to the Group. Ensuring that the service provided is in line with the specific qualitative or quantitative targets and Key Performance Indicators (KPIs).
• Analysing trends of reported incidents related to various technologies and platforms and providing solutions to our customers enabling them to resume their work with a minimum disruption and within the agreed Service Level Objectives, KPIs and targets set.
• Coordinating with application vendors and service providers (both EG-IT teams providing a service and external organizations like SITA, BT, etc.) to ensure both the quick resolution of incidents and problems and the smooth running of our departmental and global operations.
• Driving continuous improvement by proactively identifying & highlighting issues and risks that may impact the services provided by EG-IT.
• Following processes & procedures in line with the EG-IT policies. Carrying out knowledge transfer sessions within the team thus encouraging a culture of continuous learning & knowledge sharing.
• Providing input to and coordinating with technical teams to reduce the number of recurring incidents (including security threats), increasing system availability and reducing business impact in case of system failure, and providing feedback to improve the automation of root cause analysis within the monitoring tools.
• Providing relevant feedback to technical, application and project team developers to ensure fast incident/problem resolution.
• Ensuring large deployment projects and upgrades are carried out using best practices as outlined in the departmental work practices.
  
  

Qualifications & Experience

To be considered for this role, you must meet the below requirements:

Qualifications

• Bachelor's degree or Honours with 3 + years of relevant experience in Computer Science, Computational Mathematics, or Information Technology.
  
  

Experience

• A specialist in application support within an IT operational-based environment.
• Must have extensive proven experience in systems, operations and environments of a similar size and complexity.
• Experience working accurately and confidently with service desk tools and technology, such as ITSM, remote access, and knowledge resources.
• Technical & Professional Certifications (MCSE, MCP, ITIL foundation etc.) will be an added advantage.
• Experience in delivering a high level of customer service.
  
  

Knowledge/Skills

• Demonstrable ability to think around issues and look at the wider picture to provide solutions through a variety of problem-solving techniques.
• Application support, previous experience of development like Java.
• Database experiences like SQL and Oracle.
• Application support knowledge in Level2 or Level3.
  
  

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 hotels stays around the world. You can find out more information about our employee benefits in the Working Here section of our website www.emirates.com/careers. Further information on what’s it like to live and work in our cosmopolitan home city, can be found in the Dubai Lifestyle section.