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, were always at the forefront, pushing boundaries. Were 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 IT Senior Operations & Support Engineer- Application Support.
In the Application Support environment resolving complex issues raised internally by Emirates Group or External clients by analyzing incidents and making recommendations to the technical team that will help reduce the number of recurring incidents. To ensure that IT service operations remain within agreed service levels and minimize the adverse impact on business operations by proactively monitoring identifying and highlighting issues and risks.
Job Outline:
- Address customer issues and resolve incidents and problems to provide a superior service to our customers both internal to EG-IT and external to the Group. Ensuring that the service provided is in line with the specific qualitative or quantitative targets and Key Performance Indicators (KPIs).
- Analyze trends of reported incidents related to various technologies and platforms and provide solutions to our customers enabling them to resume their work with a minimum disruption and within the agreed Service Level Objectives, KPIs, and targets set.
- Coordinate with application vendors and service providers (both EG-IT teams providing a service and external organizations like SITA, BT, etc.) to ensure both the quick resolution of incidents and problems and the smooth running of our departmental and global operations.
- Drive Continuous Improvement by proactively identifying & highlighting issues and risks that may impact the services provided by EG-IT.
- Follow processes & procedures in line with the EG-IT policies. Carry out knowledge transfer sessions within the team thus encouraging the culture of continuous learning & knowledge sharing.
- Provide input to and coordinate with technical teams to reduce the number of recurring incidents (including security threats), to increase system availability, and to reduce business impact in case of system failure as well as provide feedback to improve the automation of root cause analysis within the monitoring tools. Provide relevant feedback to technical, application, and project team developers to ensure fast incident/problem resolution.
- Ensure large deployment projects and upgrades are carried out using best practices as outlined in the departmental Work Practices.
