IT Operations And Support Engineer

Job purpose

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 operations and support engineer - mainframe technologies.

The IT operations and support engineer - mainframe technologies will restore normal IT service operations within agreed service levels and business priorities and minimise the adverse impact on business operations for Emirates Group and external clients. As well as being the single point of contact (SPOC) for the assigned incident resolution and service requests.

In this role, you will:

• Address and resolve customer issues to provide a superior service to our internal and external customers, ensuring that the service provided aligns with the specific qualitative or quantitative targets and key performance indicators of the task.
• Analyse reported incidents and provide solutions to the users, enabling them to resume their work with minimum disruptions as per the agreed service level objectives and to complete IT service requests.
• Update the status of an incident or service request in the tool. Ensure they hold up-to-date information before taking action on any incident or service request. Ensure that the tool and relevant team are updated.
• Set expectations for the customer based on agreed service level objectives (timeframes and format).
• Provide quick fixes, workarounds, and solutions to be updated in the known error database to the problem management team. Identify recurring problem areas and articulate trends for root cause analysis. Liaise with problem management to provide a more permanent solution to problems. Proactively identify and highlight issues to reduce the possibility of system downtime for users.
• Ensure deployment projects are carried out using best practices of project management, as outlined in the departmental work practices. Customer feedback must be obtained after every project.
• Liaise with vendors, IT coordinators, and other IT teams to ensure high system availability.
• Adhere to IT policy, standards and procedures, and the audit and finance regulations.
• Maintain the integrity of the configuration items in the configuration management database as per Emirates Group IT policy for the responsible area.

Qualification

To be considered for this role you must meet the below requirements:

• Bachelor's degree or (12 + 3 or equivalent).
• Four years experience in information technology.

Knowledge and skills:

• Operational and support experience in mainframe technology IBM Z series, IBM Storage, OS390, LPARs.
• Practitioner or professional level certification in IBM zOS.
• Experience with mainframe related tools and utilities like TSO, ISPF, RACF, or zOS Connect.
• Experience in monitoring consoles for any critical alerts and responding to the WTORs.
• Monitoring critical batch jobs, analysing late jobs, fixing job abends, and taking corrective actions.
• Working experience in observability platforms like Splunk, Zabbix, AppDynamics.
• Working experience in ITSM tools like ServiceNow. Thorough understanding of ITIL framework.
• Experience in the computer and communication industry as a support engineer dealing with application support.
• Ability to think around issues and look at the broader picture to provide solutions through a variety of problem solving techniques.
• Experience working in service desk - incident management, problem management, infrastructure operations domains.

Join our Technology Command Center (TCC) where you will serve as the nerve center of our IT operations, operating 24/7 to drive major incident management and resolution. Our TCC team manages real-time technical and business communications, ensuring rapid responses to IT crises and critical issues. We provide specialized critical situation support for applications facing recurring failures and maintain meticulous monitoring of TCC operations to uphold optimal service levels.

Salary and benefits

Join us in Dubai and enjoy an attractive tax-free salary and travel benefits that are exclusive to our industry, including discounts on flights and hotel stays around the world. Find out what it’s like to live and work in our fast-paced, cosmopolitan home city in the Dubai lifestyle section of our website.