IT Senior Operations & Support Engineer - Application Support

About the role

Emirates Group IT is seeking a senior professional to join its Application Support team. The IT Senior Operations & Support Engineer will analyse, resolve and reduce complex incidents for internal and external users, ensuring service continuity for the airline’s critical systems.

Key responsibilities

• Address Level 1 and Level 2 incidents for Emirates Group systems, meeting KPIs and service‑level targets.
• Collaborate with internal teams and external vendors to diagnose and resolve technical issues.
• Utilise ITSM tools (e.g., ServiceNow, Zendesk) to manage incidents, problems, assets and change processes.
• Perform root‑cause analysis, conduct performance assessments and recommend improvements.
• Drive automation of incident response and contribute to continuous‑improvement initiatives.
• Participate in a 24/7 on‑call rotation and act as an escalation point for unresolved tickets.
• Develop and maintain technical documentation, knowledge‑base articles and mentor junior engineers.

Required profile

• Strong analytical and problem‑solving abilities.
• Excellent communication skills and the capacity to manage multiple priorities.
• Experience working in a 24/7 operational environment.
• Familiarity with ITIL‑based incident, problem and change management processes.

Required skills

• ServiceNow
• Zendesk
• ITIL framework
• Root‑cause analysis
• Observability platforms for performance monitoring
• Incident, problem and change management
• Deployment, configuration and upgrade of IT systems