IT Senior Operations & Support Engineer - Database & Integration

Emirates; Dubai; On-site; AED 200,000 - 320,000; Full time

Job summary

Emirates is seeking an IT Senior Operations & Support Engineer specialized in Database and Integration to analyze, support, and resolve complex incidents across Emirates Group Systems. You will monitor, assess risks, and implement improvements to reduce recurrence and ensure service levels are met.

The role involves collaborating with internal teams and vendors, using ITSM tools, performing root cause analysis, and contributing to automation and knowledge sharing across a global IT landscape.

Qualifications

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

Responsibilities

• Address customer issues and resolve Level 1 and Level 2 incidents for Emirates Group Systems, ensuring minimal downtime and in line with KPIs.
• Collaborate with internal teams and external vendors to diagnose and resolve technical issues efficiently.
• Utilise IT Service Management (ITSM) tools to manage incidents, problems, assets and change processes effectively.
• Perform root cause analysis of reported incidents and recurring issues, conduct performance assessments and recommend improvements.
• Drive continuous improvement by identifying issues and risks that may impact services and using observability platforms to monitor performance.

Skills

Oracle DBA

Oracle architecture

Distributed SQL

PostgreSQL

MongoDB

Couchbase

Cloud environments

Education

Degree or honours

Tools

ServiceNow

Zendesk

Job description

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

IT Senior Operations & Support Engineer - Database and Integration

As an IT Senior Operations & Support Engineer - Database and Integration 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.

In This Role, You Will

• 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 ServiceNow, 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 the 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.

Qualification

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

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

Knowledge/Skills

• Extensive senior DBA experience, including deployment, operations, tuning, backup, and security for Oracle databases.
• Advanced knowledge of Oracle database architecture, with experience in both private and public cloud environments.
• Expertise in distributed SQL databases such as Yugabyte, MariaDB, Couchbase.
• Optimize database performance for Oracle, PostgreSQL, MongoDB, and Couchbase.
• Troubleshoot technical issues and enhance application efficiency.

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.

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.