IT Senior Operations & Support Engineer - Wintel & Unix Ops

Emirates Airlines - Other locations; Abu Dhabi; On-site; AED 100,000 - 180,000; Full time

Benefits offered by this job

Travel benefits

Tax-free salary

Job summary

Emirates IT department in the United Arab Emirates seeks an IT Senior Operations & Support Engineer (Wintel & Unix Ops) to monitor, support, and resolve incidents, while driving improvements across ServiceNow, ManageEngine, and observability platforms. You will contribute to automation, incident response, and knowledge sharing to ensure service reliability.

Join a global airline's technology team in Dubai, participate in a 24/7 on-call rotation, and help maintain security and compliance

Qualifications

• Degree or Honours (12+3 or equivalent) is required.
• 2+ years of experience in Information Technology.
• Experience with service desk tools and technology such as ServiceNow, ManageEngine, Observability platforms like DynaTrace and Splunk.

Responsibilities

• Address Level 1 and Level 2 incidents for Emirates Group Systems, ensuring minimal downtime and meeting KPIs.
• Collaborate with internal teams and external vendors to diagnose and resolve technical issues efficiently.
• Utilise ITSM tools (ServiceNow, ManageEngine, etc.) to manage incidents, problems, assets, and changes.
• Perform root cause analysis of incidents and recurring issues and propose improvements to increase reliability.
• Contribute to automation of root cause analysis and incident response tools to improve response time.
• Drive continuous improvement by identifying issues and risks affecting services; use observability platforms to monitor performance.
• Implement and support ITIL-based incident, problem, and change management with cybersecurity and policy compliance.
• Assist in deploying, configuring, and upgrading IT systems for optimal performance.
• Partake in 24/7 on-call rotation and act as escalation point for unresolved tickets.
• Develop and maintain technical docs and mentor junior engineers.

Skills

Systems operations

ServiceNow

ManageEngine

Observability tools

Root cause analysis

Linux administration

AIX

Solaris

VMware vSphere

AWS architecture

Azure architecture

Active Directory

ADFS

Azure AD

Education

Bachelor's degree or Honours (12+3)

Tools

ServiceNow tooling

ManageEngine

DynaTrace

Splunk

Job description

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 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 - Wintel & Unix Ops.

The IT Senior Operations & Support Engineer - Wintel & Unix Ops 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.

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.

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 must meet the below requirements:

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

Knowledge/Skill:

• Must have extensive proven experience in systems, operations and environments of a similar size and complexity.
• Experience in working accurately and confidently with service desk tools and technology, such as ServiceNow, ManageEngine, Observability platforms like, DynaTrace, Splunk.
• Demonstrable ability to think around issues and look at the broader picture to provide solutions through a variety of problem-solving techniques.
• Professional/Expert-level certification in Red Hat, Windows Server, VMware, or equivalent.
• Hands-on experience with Linux, AIX, Solaris, and virtualization technologies (VMware vSphere).
• AWS Certified Solutions Architect or Azure Solutions Architect Expert.
• Working knowledge of Active Directory, ADFS, and Azure AD.

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. 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.