IT Senior Operations & Support Engineer - Wintel & Unix Ops

The Emirates Group; Abu Dhabi; On-site; AED 250,000 - 420,000; Full time

Job summary

Emirates Group IT is seeking a skilled IT Senior Operations & Support Engineer in Wintel & Unix Ops to join our global technology team. You will analyse, resolve incidents, and drive improvements to keep critical systems available 24/7.

You will work with ServiceNow, Zendesk, and other tools, perform root cause analysis, lead on-call duties, and mentor junior engineers. Strong communication and problem-solving skills are essential.

Qualifications

• Degree or Honours (12+3 or equivalent).
• 2+ years of information technology experience.
• Experience in systems, operations and environments of large scale.
• Experience with ServiceNow, ManageEngine and observability tools (DynaTrace, Splunk).
• Professional certs in Red Hat, Windows Server, VMware or equivalent.
• Hands-on with Linux, AIX, Solaris and VMware vSphere.
• AWS or Azure certification preferred.
• Active Directory/ADFS/Azure AD knowledge.

Responsibilities

• Address Level 1 and 2 incidents for Emirates Group Systems with minimal downtime.
• Collaborate with internal teams and vendors to diagnose issues.
• Use ITSM tools to manage incidents, problems, assets and changes.
• Perform root-cause analysis and improve incident response and automation.
• Support ITIL-based incident, problem and change management processes.
• Provide documentation, knowledge transfer, and mentor junior engineers.
• Be on 24/7 on-call rotation as escalation point.

Skills

Strong communication

Analytical thinking

Problem-solving

Education

Degree or Honours (12+3 or equivalent)

Tools

ServiceNow

Zendesk

ManageEngine

DynaTrace

Splunk

VMware vSphere

Active Directory

ADFS

Azure AD

Job description

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. If you are passionate about delivering world-class IT services and fostering continuous improvement.

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.

Desired Candidate Profile

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