IT Senior Operations & Support Engineer - Global Field 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'. 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 - Global Field Support
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As an IT Senior Operations & Support Engineer - Global Field 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.

• 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 Service Now, 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 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.

• Degree or honours (12+3 or equivalent).
• 2+ years of experience in Information Technology.

• Must have extensive proven experience in systems, operations and environments of a similar size and complexity.
• Experience in working accurately and confidently with service desk tools and technology, such as ITSM, remote access, knowledge resources (e.g. Service Now, Remote Desktop, Active Directory, Azure Admin, Intune, SCCM, etc.).
• Technical & Professional Certifications (MCSE, MCP, ITIL foundation, Microsoft Certified - Azure Fundamentals, CCNA, AWS Certified Cloud Practitioner, RHCSA, etc.) will be an added advantage.
• Experience in delivering a high level of customer service.
• Demonstrable ability to think around issues and look at the broader picture to provide solutions through a variety of problem‑solving techniques.
• Ability to install, configure, and upgrade hardware components such as desktops, laptops, portable devices, printers, scanners and other peripherals.
• Proficiency in using diagnostic tools to identify hardware and software issues and the ability to isolate and identify the root cause of hardware problems systematically.
• Understanding of network (TCP/IP, DNS, DHCP, VPN)…