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 you will be ensuring smooth IT service operations for Emirates Group and External Clients, minimizing disruptions and acting as the primary point of contact for incident resolution and service requests.

In this role, you will be responsible for:

1. Addressing customer issues and resolving them to provide a superior service to our customers both internal and external.
2. Ensuring that the service provided is in line with the specific qualitative or quantitative targets and Key Performance Indicators of the task.
3. Analysing 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.
4. Updating 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.
5. Setting expectations for the customer based on agreed SLOs (timeframes and format).
6. Providing quick fixes/workarounds/solutions to be updated in the Known error database to 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.
7. Ensuring 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.
8. Liaising with vendors, IT coordinators, and other IT teams to ensure a high level of system availability.
9. Adhering to IT Policy, Standards & Procedures, and the audit & finance regulations.
10. Maintaining the integrity of the configuration items in the Configuration Management Database as per EGIT Policy, for his responsible area.

Qualifications & Experience

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

Qualifications: Bachelor's degree or 12 years of schooling. 4+ Years Experience in Information Technology Communication.

Knowledge/skills:

• Training courses in communication, application support, and customer support aspects from a recognized 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.

This position entails operating on a rotational shift basis, ensuring continuous coverage 24 hours a day, 7 days a week.

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.