IT Senior Operations And Support Engineer - Database And Integration

About the role

Emirates is seeking an experienced IT Senior Operations & Support Engineer focused on database and integration. You will be responsible for analysing, supporting and resolving complex incidents, while ensuring service continuity for the Emirates Group systems.

Key responsibilities

• Analyse, support and resolve Level 1 and Level 2 incidents for internal and external users.
• Proactively monitor systems, identify risks and ensure compliance with agreed service levels.
• Collaborate with internal teams and external vendors to diagnose and resolve technical issues.
• Utilise IT Service Management tools such as ServiceNow and Zendesk to manage incidents, problems, assets and changes.
• Perform root‑cause analysis, conduct performance assessments and recommend improvements.
• Contribute to automation of incident response and root‑cause analysis tools.
• Drive continuous improvement by highlighting issues and risks that may impact services.
• Use observability platforms to monitor system performance and detect anomalies.
• Implement and support ITIL‑based incident, problem and change management processes.
• Assist in deploying, configuring and upgrading IT systems for optimal performance.
• Participate in a 24/7 on‑call rotation as an escalation point for unresolved tickets.

Required profile

• Senior‑level professional with strong analytical and problem‑solving abilities.
• Experience in IT service operations, incident management and ITIL processes.
• Ability to work in a 24/7 on‑call environment and handle high‑pressure situations.
• Excellent collaboration skills with internal teams and external vendors.

Required skills

• ServiceNow
• Zendesk
• ITIL framework
• Observability platforms