It Senior Operations & Support Engineer - IT Service Desk

Description & Requirements

• 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 Senior Operations & Support Engineer - Service desk.
• The IT Senior Operations & Support Engineer - Service Desk 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.