Senior IT Operations & Service Desk Engineer

Emirates Airlines - Other locations; Dubai; On-site; AED 180,000 - 240,000; Full time

Benefits offered by this job

Travel benefits

Tax-free salary

Job summary

Emirates Airlines is seeking an IT Senior Operations & Support Engineer - Service Desk in Dubai to analyze, support, and resolve complex incidents, and to minimize downtime for Emirates Group Systems.

You will collaborate with internal teams and vendors, utilize ITSM tools, perform root cause analysis, and drive continuous improvement while ensuring cybersecurity and policy compliance.

Qualifications

• Degree or Honours (12+3 or equivalent).
• 2+ years of experience in Information Technology.
• Extensive proven experience in systems, operations and environments of a similar size and complexity.
• Experience with ITSM tools (ServiceNow, Zendesk) and remote access tools.
• Technical certifications (ITIL foundation, Microsoft Azure Fundamentals, CCNA, AWS Certified Cloud Practitioner, RHCSA) are a plus.
• Experience delivering high level customer service and strong problem-solving skills.
• Ability to manage multiple communication channels including phone, chat, email, and self-service portals 24/7.

Responsibilities

• Address Level 1 and 2 incidents to Emirates Group Systems, ensuring minimal downtime.
• Collaborate with internal teams and external vendors to diagnose issues.
• Use ITSM tools to manage incidents, problems, assets, and changes.
• Perform root cause analysis and contribute to automation of incident response tools.
• Drive continuous improvement by identifying risks and observing system performance.
• Assist in deploying, configuring, and upgrading IT systems for optimal performance.
• Partake in a 24/7 on-call rotation as escalation point.
• Develop documentation and mentor junior engineers to share knowledge.
• Manage multiple priorities with strong communication and analytical skills.

Skills

IT operations

Customer service

Problem solving

Communication

On-call support

Multi-channel support

Observability

Education

Bachelor degree or equivalent

Tools

ServiceNow

Zendesk

Active Directory/Entra AD

Microsoft 365

Exchange Server

Job description

Emirates Airlines is seeking an IT Senior Operations & Support Engineer - Service Desk in Dubai to analyze, support, and resolve complex incidents, and to minimize downtime for Emirates Group Systems.

You will collaborate with internal teams and vendors, utilize ITSM tools, perform root cause analysis, and drive continuous improvement while ensuring cybersecurity and policy compliance.