IT Operations And Support Engineer - Application 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, 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 an IT Operations & Support Engineer - Application Support.

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.

The IT Operations & Support Engineer - Application Support will restore normal IT service operations within agreed service levels and business priorities and minimise the adverse impact on business operations for Emirates Group and External Clients. As well as being the Single point of contact (SPOC) for the assigned incident resolution and service requests.

In This Role, You Will

• Address and resolve customer issues to provide a superior service to our internal and external customers. Ensuring that the service provided aligns with the specific qualitative or quantitative targets and Key Performance Indicators of the task.
• Analyse reported incidents and provide solutions to the users, enabling them to resume their work with minimum disruptions as per the agreed SLO and to complete IT service requests.
• Update the status of an incident or service request in the tool. Ensure they hold up-to-date information before taking action on any incident or service request. Ensure that the tool and relevant team are updated.
• Set expectations for the customer based on agreed SLOs (timeframes and format).
• Provide quick fixes/workarounds/solutions to be updated in the known error database to the Problem Management Team. To identify recurring problem areas and to articulate trends for root cause analysis. Liaise with problem management to provide a more permanent solution to problems. To proactively identify & highlight issues to reduce the possibility of system downtime for users.
• Ensure deployment projects are carried out using best practices or Project Management, as outlined in the departmental Work practices. Satisfaction Customer feedback must be obtained after every project.
• Liaise with vendors, IT coordinators, and other IT teams to ensure high system availability.
• Adhere to IT policy, Standards & procedures and the audit & finance regulations.
• Maintain the integrity of the configuration items in the Configuration Management Database as per EGIT Policy for his responsible area.
  
  

• Bachelors degree or (12 + 3 or equivalent).
• 4 years experience in Information Technology.
  
  

• Training courses in communication application support and customer support aspects from a recognised vendor or training institution.
• Experience in the computer and communication industry as a support engineer dealing with application support.
• Ability to think around issues and look at the broader picture to provide solutions through a variety of problem-solving techniques.
• Knowledge of using PCs and Peripherals as well as other office tools such as MS Office and Outlook.
• Service desk, Incident Management, and Problem Management Infrastructure Operations.
• ITIL certification and skilled in database schema design and optimization for relational (MySQL, PostgreSQL, Oracle) and NoSQL (MongoDB, Couchbase) databases, as well as optimizing application performance and troubleshooting technical issues.
• Expertise in designing, developing, and maintaining software applications using languages such as Java, REACT, Node.js, and other relevant languages and frameworks.
• Familiarity with current software engineering trends including microservices, containers (Docker, Kubernetes), cloud-native development, and DevOps practices.