IT Senior Operations & Support Engineer - Middleware support

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 worlds largest international airline and become a vital part of our cutting edge information and technology team as an IT Senior Operations & Support Engineer - Middleware support. As an IT Senior Operations & Support Engineer - Middleware support you will analyse, support, and resolve complex incidents raised both internally and externally, and recommend solutions to reduce the number of recurring incidents to the technical team. Proactively monitor, identify, and highlight incidents and risks to ensure that IT Service Operations remain within the agreed service levels and minimize the adverse impact on business operations. In This Role, You Will • Address customer issues and resolve Level 1 and Level 2 incidents for the Emirates Group Systems, ensuring minimal downtime and in line with the specific qualitative or quantitative targets and Key Performance Indicators(KPIs). • Collaborate with internal teams and external vendors to diagnose and resolve technical issues efficiently. • Utilise 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 the reported incidents and recurring technical issues, conduct performance assessments and recommend improvements to enhance the system reliability. Contribute to the automation of the root cause analysis and incident response tools to improve response time and operational efficiency. • Drive continuous improvement by proactively identifying and highlighting issues and risks that may impact the services provided by EGIT. Utilise observability platforms to monitor system performance and anomalies. • Implement and support ITIL-based incidents, issues and change management processes while ensuring compliance with company cybersecurity, data protection, company policies, and industry regulations and best practices. • Assist in deploying, configuring, configuring and upgrading IT systems to ensure optimal performance. • Partake 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, carry out knowledge transfer sessions, and mentor junior engineers to encourage a culture of continuous learning and knowledge sharing. • Manage multiple priorities effectively by applying strong communication, analytical, and problem-solving skills to ensure timely and efficient service delivery. Qualification To be considered for this role, you will must meet the below requirements: • Degree or honours (12+3 or equivalent). • 2+ years of experience in Information Technology. Knowledge/Skills • Integration product support experience in TIBCO, SOLACE, WebSphere MQ. • Expertise in microservices, event-driven solutions, API Gateway products (e.g., APIGEE, KONG), cloud integration (IPaaS like SnapLogic), and data streaming platforms like Kafka and Solace. • Practical hands-on experience with observability platforms like Splunk, Dynatrace, Zabbix, AppDynamics, Datadog, and cloud platforms such as AWS and Azure. 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 apply and contribute to the success of Emirates Group. Salary & 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 hotels 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 www.emirates.com/careers. Show more Show less

Degree or honours (12+3 or equivalent). 2+ years of experience in Information Technology.

Address customer issues and resolve Level 1 and Level 2 incidents for the Emirates Group Systems, ensuring minimal downtime and in line with targeted KPIs. Collaborate with internal teams and external vendors to diagnose and resolve technical issues. Utilise IT Service Management (ITSM) tools such as ServiceNow, Zendesk, or similar platforms to manage incidents, problems, assets, and change processes. Perform root cause analysis of reported incidents and recurring issues, conduct performance assessments and recommend improvements to enhance system reliability. Contribute to automation of root cause analysis and incident response tools. Drive continuous improvement by identifying issues and risks affecting EGIT services; utilise observability platforms to monitor performance. Implement ITIL-based incident, problem, and change management processes with compliance to cybersecurity, data protection, policies, and regulations. Assist in deploying, configuring, and upgrading IT systems. Participate in a 24/7 on-call rotation. Develop and maintain technical documentation, create knowledge-base articles, conduct knowledge transfer sessions, and mentor junior engineers. Manage multiple priorities with strong communication, analytical, and problem-solving skills to ensure timely service delivery.