Emirates Hiring for IT Senior Operations and Support Engineer at Dubai, Dubai, United Arab Emirates Full Time

Full Job Description

Job Purpose
Working in an operation/support environment
resolving complex issues raised internally by Emirates Group or
External clients by analysing 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 trend of reported incidents related to various
technology and platform 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 process & 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 co-ordinate with
technical teams to reduce 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’s 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.
Qualifications & Experience
Minimum
Qualifications:
Other : 5+ Years
12 Years schooling or
equivalent:
– Experience in Information Technology, specialist
technical experience within an IT operational based
environment
Knowledge/skills:
– Must have extensive proven
experience in systems, operations and environments of a similar and
complexity – Experience of working accurately and confidently with
service desk tools and technology, such as ITSM, remote access,
knowledge resources
– Technical & Professional Certifications
(MCSE, MCP, ITIL foundation etc.) will be an added advantage.
–
Experience of delivering a high level of customer service
–
Demonstrable ability to think around issues and look at the wider
picture in order to provide solutions through a variety of
problem-solving techniques
Leadership Role : NO
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. You can find
out more information about our employee benefits in the Working Here
section of our website Further information on what’s it like to live
and work in our cosmopolitan home city, can be found in the Dubai
Lifestyle section.