IT Senior Operations & Support Engineer - Application Support

Job Purpose

The

In This Role, You Will

• Address customer issues and resolve Level 1 and Level 2 incidents for the Emirates Group Systems, ensuring minimal downtime and in line with the specific qualitative or quantitative targets and Key Performance Indicators(KPIs).
• Collaborate with internal teams and external vendors to diagnose and resolve technical issues efficiently.
• Utilise 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 the reported incidents and recurring technical issues, conduct performance assessments and recommend improvements to enhance the system reliability. Contribute to the automation of the root cause analysis and incident response tools to improve response time and operational efficiency.
• Drive continuous improvement by proactively identifying and highlighting issues and risks that may impact the services provided by EGIT. Utilise observability platforms to monitor system performance and anomalies.
• Implement and support ITIL-based incidents, issues and change management processes while ensuring compliance with company cybersecurity, data protection, company policies, and industry regulations and best practices.
• Assist in deploying, configuring, configuring and upgrading IT systems to ensure optimal performance.
• Partake 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, carry out knowledge transfer sessions, and mentor junior engineers to encourage a culture of continuous learning and knowledge sharing.
• Manage multiple priorities effectively by applying strong communication, analytical, and problem-solving skills to ensure timely and efficient service delivery.

Qualification

• To be considered for this role, you must meet the below requirements:
• Degree or Honours (12+3 or equivalent).
• 2+ years of experience in Information Technology.

Knowledge/Skills

• Training courses in communication application support and customer support aspects from a recognized vendor or training institute.
• Experience in the computer and communication industry as a support engineer dealing with application support.
• Knowledge of using PCs and peripherals as well as other office tools such as MS Office and Outlook.
• Ability to think around issues and look at the broader picture to provide solutions through a variety of problem-solving techniques.
• Service desk, incident management, and problem management infrastructure operations.
• ITIL certification, Database schema design and optimization for relational MySQL, PostgreSQL, Oracle) and NoSQL (MongoDB, Couchbase) databases, as well as optimizing application performance and troubleshooting technical issues.
• Expertise in Designing, developing, and maintaining software application using languages such as Java, REACT, Nodge.JS and other relevant languages.
• 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.

Salary