IT Senior Operations & Support Engineer

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'.
• 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 worlds largest international airline and become a vital part of our cutting edge
• information and technology team as an **IT Senior Operations & Support Engin** **eer -** **Middleware support** **.**
• As an **IT Senior Operations & Support Engineer -** **Middleware support** you will analyse, support, and resolve complex incidents raised both internally and externally,
• and recommend solutions to reduce the number of recurring incidents to the technical team.
• Proactively monitor, identify, and highlight incidents and risks to ensure that IT
• Service Operations remain within the agreed service levels and minimize the adverse impact on business operations.
• 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 And Skills

• Integration product support experience in TIBCO, SOLACE, WebSphere MQ.
• Expertise in microservices, event-driven solutions, API Gateway products (e.g., APIGEE, KONG), cloud integration (IPaaS like SnapLogic), and data streaming platforms like Kafka and Solace.
• Practical hands-on experience with observability platforms like Splunk, Dynatrace, Zabbix, AppDynamics, Datadog, and cloud platforms such as AWS and Azure.
• 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 & Benefits