IT Senior Operations & Support Engineer – Service Desk

About the role

Emirates Group is seeking an experienced IT Senior Operations & Support Engineer to join its Service Desk team in Dubai. You will be responsible for analysing, supporting and resolving complex incidents for internal and external customers while ensuring service continuity.

Key responsibilities

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

Required profile

• Proven experience handling Level 1/2 incidents in a large IT environment.
• Familiarity with ITIL best practices and service‑level management.
• Ability to work in a 24/7 on‑call rotation and manage multiple priorities.
• Strong analytical skills for root‑cause investigations.

Required skills

• ServiceNow or similar ITSM tool.
• Zendesk or comparable ticketing system.
• ITIL framework knowledge.
• Root‑cause analysis techniques.
• Automation scripting or tooling.
• Observability/monitoring platforms.
• System deployment and configuration.
• Cybersecurity and data‑protection awareness.

What we offer

• Opportunity to work with the world’s largest international airline.
• Exposure to cutting‑edge aviation IT technologies.
• Professional development in a global, innovative environment.