IT Senior Support Engineer - London

The Emirates Group; London; On-site; GBP 40,000 - 60,000; Full time

Job summary

A leading international airline is seeking a candidate to oversee IT operational processes in the UK and Ireland. The role involves ensuring high service levels and collaboration with IT teams for continuous improvement. Strong technical experience, a relevant degree, and fluency in English are essential. Competitive benefits are included, with salary discussed during the interview.

Benefits

Competitive benefits included

Qualifications

• 5+ years of specialist technical experience in an IT operational environment.
• Extensive proven experience in airline systems and operations.
• Relevant industry certifications such as ITIL, CCNA, or MCSE.

Responsibilities

• Ensure IT services are delivered to customers in the UK and Ireland within agreed SLOs.
• Perform trend analysis on incidents and recommend corrective actions.
• Conduct end-user satisfaction surveys and develop action plans.

Skills

IT operational expertise

Incident management

Technical troubleshooting

Service Level Objectives management

Problem-solving skills

Education

University degree in IT or a related business discipline

Job description

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Job Purpose

Emirates, a winner of more than 500 international awards, operates one of the aviation world's youngest, most environmentally-friendly, and technologically advanced fleets of over 250 aircraft. Its rapidly expanding network spans 145 destinations across Europe, North America, South America, the Middle East, Africa, the Indian subcontinent, and Asia Pacific. The airline is employee-focused, committed to providing staff with excellent working conditions and competitive salaries.

The role involves ensuring that incident management and operational processes are well-understood, actively followed, and continuously improved in collaboration with Emirates Group IT teams based in Dubai. The goal is to ensure operational activities are carried out with minimal disruption to the business.

Responsibilities include ensuring departmental policies on operational procedures are properly followed to maintain high service levels for customers.

1. Ensure all IT services are delivered to Emirates Group customers in the UK and Ireland within agreed Service Level Objectives (SLOs).
2. Perform trend analysis on incidents raised in the UK and Ireland, recommending corrective actions to minimize recurrence.
3. Identify opportunities for improvement through recurring technical issues, taking ownership, and working closely with IT teams in Dubai to enhance products and processes.
4. Assist Problem and Change Management teams and act as a Process Champion.
5. Conduct end-user satisfaction surveys and develop action plans to improve customer support, focusing on communication, problem-solving, and timely resolution of issues.
6. Review, improve, and implement support processes and procedures for existing systems, coordinating with internal and external service providers to meet SLAs.
7. Hold regular meetings with business, support teams, and external providers to reduce SLA breaches and identify service improvement opportunities.
8. Guide and collaborate with other service providers in the country for effective service delivery.
9. Manage all IT assets in the assigned region throughout their lifecycle, including local purchases, audits, and disposal in accordance with policies and best practices.
10. Willingness to travel and assist with short-term Emirates group projects in Europe as directed by UK or Dubai management.

Qualifications

• University degree in IT or a related business discipline.
• 5+ years of specialist technical experience in an IT operational environment.
• Extensive proven experience in airline systems and operations of similar size and complexity.
• Relevant industry certifications such as ITIL, CCNA, or MCSE.
• Fluent in spoken and written English.

Applicants must have the legal right to live and work in the UK. The company does not assist with obtaining work permits.

Salary & Benefits

To be discussed at the interview. Competitive benefits included.