Senior IT Operations & Service Desk Engineer | 24/7 On-Call

The Emirates Group; Dubai; On-site; AED 246,000 - 469,000; Full time

Benefits offered by this job

Travel benefits

Tax-free salary

Job summary

Emirates Group is seeking an IT Senior Operations & Support Engineer - Service Desk to monitor and resolve Level 1–2 incidents, ensuring IT services meet agreed KPIs while reducing recurring issues. You will work with ServiceNow and Zendesk, perform root cause analysis, and drive improvements to system reliability.

The role requires collaboration across teams, maintenance of technical documentation, and participation in a 24/7 on-call rotation to support Emirates Group Systems in Dubai.

Qualifications

• Degree or Honours (12+3 or equivalent).
• 2+ years of experience in Information Technology.
• Experience in systems, operations and environments of a similar size and complexity.
• Experience with service desk tools/ITSM and remote access.
• Certifications (ITIL Foundation, Microsoft Azure Fundamentals, CCNA, AWS Practitioner, RHCSA) are a plus.

Responsibilities

• Address customer issues and resolve Level 1 and Level 2 incidents for Emirates Group Systems, ensuring minimal downtime and KPIs.
• Collaborate with internal teams and external vendors to diagnose and resolve technical issues efficiently.
• Utilise ITSM tools such as ServiceNow, Zendesk to manage incidents, problems, assets, and change processes.
• Perform root cause analysis of reported incidents and recurring issues; recommend improvements.
• Contribute to automation of root cause analysis and incident response tools to improve speed and reliability.
• Participate in 24/7 on-call rotation, acting as escalation point for unresolved tickets.

Skills

ITIL Foundation

Customer service

Analytical thinking

Incident management

Effective communication

Education

Degree or Honours (12+3 or equivalent)

Tools

ServiceNow

Zendesk

Active Directory/Entra AD

Microsoft 365 Admin

Exchange Server

Job description

Emirates Group is seeking an IT Senior Operations & Support Engineer - Service Desk to monitor and resolve Level 1–2 incidents, ensuring IT services meet agreed KPIs while reducing recurring issues. You will work with ServiceNow and Zendesk, perform root cause analysis, and drive improvements to system reliability.

The role requires collaboration across teams, maintenance of technical documentation, and participation in a 24/7 on-call rotation to support Emirates Group Systems in Dubai.