Job description / Role

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’. 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 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 as an IT Operations & Support Engineer – Application Support.

As an IT Operations & Support Engineer – Application Support, you will restore normal IT service operations within agreed service levels and business priorities and minimise the adverse impact on business operations for Emirates Group and External Clients. You will be the Single point of contact (SPOC) for the assigned incident resolution and service requests.

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. We provide specialized CritSit support for applications facing recurring failures and maintain meticulous monitoring of TCC operations to uphold optimal service levels. If you are passionate about resolving issues and ensuring seamless operations, we invite you to apply and contribute to the success of Emirates Group.

In this role you will:

– Address customer issues and resolving them to provide a superior service to our customers both internal and external. Ensuring that the service provided is in line with the specific qualitative or quantitative targets and Key Performance Indicators of the task.
– Analyse reported incidents and providing solutions to the users enabling them to resume their work with minimum disruption as per agreed SLO and to complete IT service requests.
– Update the status of an incident or service request in the tool. To make sure that they hold up-to-date information before action on any incident or service request. To ensure that the tool and relevant team are updated.
– Set expectations for the customer based on agreed SLOs (timeframes and format).
– Provide quick fixes/workarounds/solutions to be updated in the Known error database for the Problem Management Team. To identify recurring problem areas and to articulate trends for root cause analysis. To liaise with problem management to give a more permanent problem resolution. To proactively identify & highlight issues, to reduce the possibility of system downtime for users.
– Ensure deployment projects are carried out using best practices of Project Management, as outlined in the departmental Work Practices. Satisfactory Customer feedback must be obtained after every project.
– Liaise with vendors, IT coordinators, and other IT teams to ensure a high level of system availability.
– Adhere to IT Policy, Standards & Procedures, and the audit & finance regulations.
– Maintain the integrity of the configuration items in the Configuration Management Database as per EGIT Policy, for his responsible area

– Bachelor’s degree in Information Technology.
– 3+ Years Experience in Information Technology Communication.
– Training courses in communication, application support and customer support aspects from a recognised vendor or training institution.
– Experience in the computer and communication industry as a support engineer dealing with application support.
– Ability to think around issues and look at the broader picture to provide solutions through a variety of problem-solving techniques.
– Knowledge of using PCs and Peripherals as well as other office tools such as MS Office and Outlook.
– Service desk & Incident Management.
– Problem Management Infrastructure Operations.
– ITIL certification, Database experience (SQL/Oracle), and Application (Java) Support experience are preferred.

About the Company

A fast-growing international airline with one of the youngest fleets in the sky and more than 400 awards for excellence worldwide.