Senior IT Operations & Support Engineer – Wintel & Unix Ops

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. As pioneers in aviation innovation, we are always at the forefront, pushing boundaries. We are looking for exceptional IT professionals to strengthen our position as industry leaders. Join the world’s largest international airline and become a vital part of our cutting-edge information and technology team.

The IT Senior Operations & Support Engineer – Wintel & Unix Ops will analyse, support, and resolve complex incidents raised internally and externally, and recommend solutions to reduce recurring incidents. You will proactively monitor, identify, and highlight incidents and risks to ensure IT service operations remain within agreed service levels and minimize adverse impacts on business operations.

Join our Technology Operations team, where you will play a pivotal role in our IT landscape, ensuring smooth operations and outstanding support for critical business functions globally. The team focuses on duty management, service support, infrastructure operations, change enablement, observability, and IT asset management. If you are passionate about delivering world-class IT services and fostering continuous improvement, we invite you to contribute to the success of Emirates Group.

In this role, you will:

• Address customer issues and resolve Level 1 and Level 2 incidents for Emirates Group systems, ensuring minimal downtime and meeting specific qualitative or quantitative targets and key performance indicators (KPIs).
• Collaborate with internal teams and external vendors to diagnose and resolve technical issues efficiently.
• Use IT service management (ITSM) tools such as ServiceNow, Zendesk, or similar platforms to manage incidents, problems, assets, and change processes effectively.
• Perform root cause analysis of reported incidents and recurring technical issues, conduct performance assessments, and recommend improvements to enhance system reliability. Contribute to automating root cause analysis and incident response tools to improve response times and operational efficiency.
• Drive continuous improvement by proactively identifying and highlighting issues and risks that may affect services provided by EGIT. Use observability platforms to monitor system performance and anomalies.
• Implement and support ITIL-based incident, issue, and change management processes while ensuring compliance with company cybersecurity and data protection requirements, company policies, industry regulations, and best practices.
• Assist in deploying, configuring, and upgrading IT systems to ensure optimal performance.
• Participate in a 24/7 on-call rotation, acting as an escalation point for unresolved tickets and providing timely solutions.
• Develop and maintain technical documentation, create knowledge base articles, conduct knowledge transfer sessions, and mentor junior engineers to encourage continuous learning and knowledge sharing.
• Manage multiple priorities effectively, applying strong communication, analytical, and problem-solving skills to ensure timely and efficient service delivery.

Qualifications

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

• Degree or honours (12+3 or equivalent).
• At least two years of experience in information technology.

Knowledge and skills

• Extensive, proven experience in systems, operations, and environments of similar size and complexity.
• Experience working accurately and confidently with service desk tools and technology, such as ServiceNow, ManageEngine, and observability platforms such as Dynatrace and Splunk.
• Demonstrable ability to think through issues and consider the broader picture to provide solutions using a variety of problem-solving techniques.
• Professional- or expert-level certification in Red Hat, Windows Server, VMware, or equivalent.
• Hands-on experience with Linux, AIX, Solaris, and virtualization technologies such as VMware vSphere.
• AWS Certified Solutions Architect or Azure Solutions Architect Expert certification.
• Working knowledge of Active Directory, ADFS, and Azure AD.

Leadership role: No

Salary and benefits

Join us in Dubai and enjoy an attractive tax-free salary and travel benefits exclusive to our industry, including discounts on flights and hotel stays around the world. Discover what it is like to live and work in our fast-paced, cosmopolitan home city.