IT Senior Support Engineer - Application Support

Job Purpose

A 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, 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 IT Senior Support Engineer.

The IT Senior Support Engineer - Application Support will restore normal IT service operations within agreed service levels and business priorities and minimize the adverse impact on business operations for Emirates Group and External Clients. To focus on complex incident resolution as well as on resolution for critical applications. To act as technical mentor and trainer for junior staff.

In This Role, You Will

• Ensure that the deployed architecture for infrastructure, servers, PCs and peripherals meets the service level requirements in terms of expected availability, capacity, continuity, security, performance and reliability.
• To identify recurring problem areas, articulating trends for root cause analysis and providing information to problem management. Ensure that assigned problems are defined and analysis inline with the Problem Management Process. Ensure that solutions to problems meet the architectural standards within the technology area and impact to the business is minimised.
• To be an interface with different technical teams, applications teams and Customer support team and dissipate the solutions required for all incident management and service request for all assigned business areas i.e Hotel, Airport, Galileo etc. Liaise with vendors, IT coordinators and other IT teams to ensure a high level of system availability. To provide required statistics and assistance to Customer Support Services Managers(s) in regular Customer services reviews.
• To analyze reported incident and provide solutions to the users enabling them to resume their work with minimum disruption as per agreed SLOs. To complete IT service requests (like new installations, reconfigurations & moves) as per agreed SLO. To work towards resolution of incidents across various technologies & platforms.
• To update the status of an incident or service request in the tool. To make sure that they hold up to date information before acting on any incident or service request to insure that tool and relevant teams are updated. Ensure escalation and other sectional procedures are maintained, proactively informing management of process or procedural improvements.
• To provide quick fixes / workarounds / solutions to be updated in the Known Error database to Problem Management Team. To identify recurring problem areas and to articulate trends for root cause analysis. To liaise with problem management to give a more permanent problem resolution. To proactively identify & highlight issues, to reduce the possibility of system downtime for users.
• To implement proactive maintenance on peripheral devices on a recurring schedule to eliminate possible incidents and minimize possible impacts on customers. To review and oversee the maintenance of service, support and documentation standards and procedures on an ongoing basis.
• Ensure that the team maintain and control in auditable manner all transactions relating to receipt, storage, issue, return and re-issue of computer and server equipment. To ensure equipment deployed is auditable and appropriate action is taken when equipment is either lost, damaged or cannot be maintained in a cost effective manner.
• Carry out network infrastructure and solutions and other requested service as per the procedures provided by tech teams including EK group LAN, WAN and VPN Lines. Maintain the integrity of the configuration items related to the on site end users devices in the configurations management database as per EGIT policy for his responsible area.
• Adhere to the audit & finance regulations related with asset management using the company provided processes and systems. Ensure escalation and other sectional procedures are maintained, proactively informing management of process or procedural improvements.
  
  

Qualification

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

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

Knowledge/Skills

• Design, develop, and maintain applications using Java, Python, React, Node.js, and modern frameworks.
• Optimize database performance for Oracle, PostgreSQL, MongoDB, and Couchbase.
• Troubleshoot technical issues and enhance application efficiency.
• Implement microservices architecture, cloud-native development, and DevOps best practices.
• Leverage emerging technologies like serverless computing, API-first development, and event-driven architectures.
  
  

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.

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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