IT Senior Operations & Support Engineer - Mainframe Operations

Emirates Airlines - Other locations; Dubai; On-site; AED 220,000 - 294,000; Full time

Job summary

A major international airline in Dubai is seeking an IT Senior Operations & Support Engineer - Mainframe Operations. The role involves supporting and resolving complex IT incidents and ensuring service levels. Candidates should have a degree and operational experience in mainframe technology. The position offers a tax-free salary and unique travel benefits, making it an attractive opportunity for IT professionals.

Benefits

Tax-free salary

Travel benefits including flight discounts

Qualifications

• Must have 2+ years of experience in Information Technology.
• Certification in IBM zOS preferred.

Responsibilities

• Address Level 1 and Level 2 incidents for the Emirates Group Systems.
• Utilise ITSM tools to manage incidents and problems efficiently.
• Perform root-cause analysis of reported incidents.

Skills

Mainframe technology operational support

IBM Z series

ITIL framework understanding

ITSM tools experience

Observability platforms experience

Education

Degree or Honours (12+3 or equivalent)

Tools

ServiceNow

RACF

zOS Connect

Job description

Job Purpose

At Emirates, we believe in connecting the world, to and through, our global hub in Dubai>

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 world’s largest international airline and become a vital part of our cutting‑edge information and technology team as an IT Senior Operations & Support Engineer - Mainframe Operations.

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 minimise 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 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 TSOISPF, RACF, or zOS Connect.
• Experience with monitoring consoles for critical alerts and responding to WTORs.
• Experience monitoring critical batch jobs, analysing late jobs, fixing job abends and taking corrective actions.
• Experience with observability platforms such as Splunk, Zabbix, AppDynamics.
• Experience with ITSM tools such as ServiceNow and a thorough understanding of the ITIL framework.
• Experience in the computer and communication industry as a support engineer dealing with application support.
• Ability to think broadly to provide solutions through a variety of problem‑solving techniques.
• Experience working in Service Desk – Incident Management, Problem Management, Infrastructure Operations domains.

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. If you are passionate about delivering world‑class IT services and fostering continuous improvement, we invite you to apply and contribute to the success of Emirates Group.

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 hotel 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.”