Senior IT Operations & Service Desk Engineer — 24/7 Support

Emirates; Dubai; On-site; AED 180,000 - 300,000; Full time

Benefits offered by this job

Tax-free salary

Travel benefits

Job summary

Emirates is seeking an IT Senior Operations & Support Engineer - Service Desk in Dubai to analyze, support, and resolve complex incidents for Emirates Group Systems. The role requires collaboration with internal teams and vendors to diagnose issues and ensure service levels.

You will use ITSM tools, perform root cause analysis, and contribute to automation and continuous improvement while maintaining high customer service standards across multiple channels in a fast-paced environment.

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 service desk tools and ITSM, remote access, knowledge resources.
• ITIL foundation and cloud/middleware certifications are advantageous.
• Strong customer service skills and problem-solving ability.
• Ability to adapt workflows to evolving needs and manage multiple channels.

Responsibilities

• Address Level 1 and Level 2 incidents for Emirates Group Systems, ensuring minimal downtime and adherence to KPIs.
• Collaborate with internal teams and vendors to diagnose and resolve issues efficiently.
• Utilize ITSM tools (ServiceNow, Zendesk) to manage incidents, problems, assets and change processes.
• Perform root cause analysis and recommend improvements to improve reliability and incident response.
• Drive continuous improvement by identifying issues and risks affecting services.
• Implement ITIL-based incident, problem and change management processes with cybersecurity compliance.
• Assist in deploying, configuring and upgrading IT systems for optimal performance.
• Participate in 24/7 on-call rotation and act as escalation point for unresolved tickets.
• Develop and maintain technical documentation and mentor junior engineers.

Skills

IT service management

Incident management

Root cause analysis

On-call support

Windows/macOS support

Active Directory

Microsoft 365 administration

Networking basics

Documentation

Communication

Education

Degree or Honours (12+3 or equivalent)

Tools

ServiceNow

Zendesk

Job description

Emirates is seeking an IT Senior Operations & Support Engineer - Service Desk in Dubai to analyze, support, and resolve complex incidents for Emirates Group Systems. The role requires collaboration with internal teams and vendors to diagnose issues and ensure service levels.

You will use ITSM tools, perform root cause analysis, and contribute to automation and continuous improvement while maintaining high customer service standards across multiple channels in a fast-paced environment.