IT Senior Operations & Support Engineer - Middleware support

About the role

Emirates Group is seeking a senior IT professional to join its cutting‑edge technology team in Dubai. The IT Senior Operations & Support Engineer – Middleware support will analyse, resolve and prevent complex incidents across Emirates Group systems, ensuring high availability and performance.

Key responsibilities

• Address and resolve Level 1 and Level 2 incidents for Emirates Group middleware systems, meeting defined KPIs.
• Collaborate with internal teams and external vendors to diagnose and fix technical issues.
• Use ITSM tools such as ServiceNow or Zendesk to manage incidents, problems, assets and change requests.
• Perform root‑cause analysis, conduct performance assessments and recommend improvements.
• Contribute to automation of incident response and root‑cause analysis workflows.
• Monitor system performance with observability platforms and highlight risks.
• Implement and support ITIL‑based incident, problem and change management processes.
• Participate in a 24/7 on‑call rotation as an escalation point.
• Create and maintain technical documentation and knowledge‑base articles.

Required profile

• Proven experience in senior‑level IT operations or support, preferably in a middleware environment.
• Strong understanding of ITIL and IT Service Management principles.
• Ability to work in a 24/7 on‑call rotation and handle high‑pressure incidents.
• Excellent analytical and problem‑solving skills.

Required skills

• ServiceNow
• Zendesk
• ITIL framework
• IT Service Management (ITSM) tools
• Observability platforms (e.g., monitoring and alerting tools)
• Root cause analysis
• Automation tools for incident response

What we offer

• Opportunity to work with the world’s largest international airline.
• Exposure to cutting‑edge technologies and large‑scale IT operations.
• Professional development in a dynamic, innovative environment.