Incident Manager - Emiratisation

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 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 worlds largest international airline and become a vital part of our cutting edge information and technology team.

As an Incident Manager you will manage the Technical Operations Centre on an operational and administrative level. To ensure that the incident management and operational management process are understood, lived and continuously improved within Emirates Group IT and that the staff of Technical Operations Centre is trained on a regular basis.

In This Role, You Will

• Ensure that all TOC services are provided to Emirates Group and External Clients within agreed Service Level Objectives (SLOs). To perform trend analysis on the various work streams of the TOC (including but not limited to inbound volumes of call, emails, and incidents reported, outbound call volumes, all departmental mailboxes and distribution lists, various web channels applicable, alerts & events, scheduled tasks, FCRs and RFCs) so that adequate staff are rostered on a monthly basis for the operational processes to run smoothly.
• Manage the relevant processes involved across the Technical Operations Centre acting as a process champion and process specialist. This includes but is not limited to the Incident Management Process, the Operational Management process, the Monitoring Management Process and inter department processes.
• To manage, monitor and control the staff of the TOC by ensuring that all departmental policies are properly met to achieve a consistently high level of service to the users.
• Be involved in the recruitment process i.e. to initiate request, put forward the justification for management, obtain the necessary approvals, co-ordinate with HR, shortlist and make the final selection of suitable candidates to efficiently perform the IM roles within the TOC.
• To manage the implementation of support for new IT products, systems and services including the validation of all handover documents and ensure it aligns with the standard TOC procedures.
• Ensure SMART objectives are set for individuals in his/her team and help them achieve it, to maintain a competitive team spirit through a qualitative service support delivery.
• To promote and manage a learning and development culture within the team where knowledge is shared and trainings are provided to not only ensure that individuals can excel within their role but are personally organized based on an the individuals needs and potential.
• Continuously review, improvise and implement support process & procedures for existing systems in line with the departmental policies and co-ordinate with other service providers to ensure that Service level agreements are met. Ensure regular meetings with support teams are held to reduce the instances of SLO breaches.
• Act as an escalation point (SPOC) for MITs/BITMs. Understand the changing business needs of the customers, recommend priorities and escalation procedure for implementation and give the necessary feed for formulating the SLOs.
• Work closely with other key process areas such as problem management and change management to ensure to discuss the status on open problems to integrate status into IM reporting and recommend Service Level improvements.
  
  

Qualification

To be considered for this role, you must meet the below requirements:

• Degree or Honours (12+3 or equivalent) in Information Technology.
• 5+ years of experience within an IT Operations - Based Environment.
  
  

Knowledge/Skills

• Relevant industry-recognized certifications such as ITIL, CCNA, MCSE, or equivalent.
• Extensive, proven experience supporting airline systems and operations, within organizations of comparable size, scale, and complexity.
• Strong expertise in Incident Management and End user Device operations.
• Demonstrated experience in Problem Management and root cause analysis.
• Solid understanding of IT infrastructure and operational environments.
• Proven capability in IT operations management.
• High level of proficiency in end-user support and service delivery.
• Demonstrated leadership skills, including the ability to guide teams and drive operational excellence.
  
  

Join our Technology Operations team, where you will play a pivotal role in our IT landscape, ensuring smooth operations and outstanding support for critical business functions globally. The team focuses on duty management, service support, infrastructure operations, change enablement, observability, and IT asset management.

If you are passionate about delivering world-class IT services and fostering continuous improvement, we invite you to apply and contribute to the success of Emirates Group.

Salary & benefits

Join us in Dubai and enjoy an attractive tax-free salary and travel benefits that are exclusive to our industry, including discounts on flights and hotels stays around the world. Find out what it’s like to live and work in our fast-paced, cosmopolitan home city in the Dubai Lifestyle section of our website www.emirates.com/careers.

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