IT Senior Operations & Support Engineer - Mainframe Operations

Emirates (Dubai); Dubai; On-site; AED 120,000 - 160,000; Full time

Job summary

A leading aviation group in Dubai seeks an IT Senior Operations & Support Engineer to handle complex incidents and ensure system reliability. Responsibilities include providing Level 1 and Level 2 support, collaborating with teams to resolve technical issues, conducting root cause analyses, and improving operational efficiency. Candidates should hold a relevant degree and have at least 2 years of IT experience, particularly in mainframe operations. Proficiency in ITSM tools and ITIL processes is essential, along with strong problem-solving and communication skills.

Qualifications

• 2+ years of experience in Information Technology.
• Experience in monitoring consoles for critical alerts.

Responsibilities

• Resolve Level 1 and Level 2 incidents for Emirates Group Systems.
• Collaborate with teams to diagnose and resolve technical issues.
• Utilise ITSM tools to manage incidents and problems.
• Conduct root cause analysis and improve system reliability.
• Implement and support ITIL-based management processes.

Skills

Operational and Support experience in Mainframe technology IBM Z series

Practitioner/Professional level certification in IBM zOS

Experience with TSO/ISPF, RACF or zOS Connect

Monitoring critical batch jobs

Experience in ITSM tools like ServiceNow

Education

Degree or Honours (12+3 or equivalent)

Tools

Splunk

Zabbix

AppDynamics

ServiceNow

Job description

Job Summary

The IT Senior Operations & Support Engineer – Mainframe Operations 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 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, 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 must meet the below requirements:

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

Knowledge/Skills

• Operational and Support experience in Mainframe technology IBM Z series IBM Storage OS390 LPARs.
• Practitioner/Professional level certification in IBM zOS.
• Experience with mainframe related tools and utilities like TSO/ISPF, RACF or zOS Connect.
• Experience in monitoring consoles for any critical alerts and responding to the WTORs.
• Monitoring critical batch jobs, analysing late jobs, fixing job abends, and taking corrective actions.
• Working experience in Observability platforms like Splunk, Zabbix, AppDynamics.
• Working experience in ITSM tools like ServiceNow. Thorough understanding of ITIL framework.
• 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.
• Experience working in Service desk – Incident Management, Problem Management, Infrastructure Operations domains.